Consumer complaint received 2023-12-19
Company: CITIBANK, N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On the XXXX XXXX XXXX  I requested via the Citi help number that I be mailed a cashier 's check in the amount of {$10000.00}. The representative with whom I was dealing, instead of explaining to me that it was Citi 's policy not to issue Cashier 's checks over the phone, instead took it upon himself to set up a " bill pay '' under my own name. When I logged online later that day to review, I saw that a check ( in the amount of {$10000.00} - not the requested {$10000.00} - which I later learned was because there was a Cashier 's check limit of {$10000.00} that the representative also failed to communicate ) was being issued to me, rather than to the recipient ( who happened to be the tax collector for my local township ). 

I called back that same day to cancel the transaction, and the next representative I spoke to confirmed to me verbally that the transaction was cancelled. 

Today, on the XXXX XXXX XXXX, I checked again and discovered the transaction was not cancelled, and the check was issued. I called again and asked for the check to be cancelled, and was told the following : XXXX That the check could not be cancelled now that it was issued > That I would need to wait 10 days and call them back to have it cancelled XXXX That I could not be directed to an individual who could provide some level of continuity through this process when I called back in 10 days > That I could not be provided in writing a copy of my open issue and its recommended remedy > That there was nobody at Citi the representative could direct me to with access to an email account capable of sending messages to external recipients Keep in mind that the nearest physical Citi branch to me is over 3 hours away, and that the only number available to members of Citi was this singular help line I have been using up until this point. 

It is also worth noting that the call line with which I've been communicating with Citi is structured very carefully to avoid having to direct a caller to a live representative. No call options even resembling bill pay, cashier 's checks, or even an " other '' option exist in their system. In each of the 5 calls made to Citi, I was forced to press the XXXX XXXX XXXX  button repeatedly for over a minute before I was directed to live assistance. When asked if there was a way to reach a representative directly ( which I was explicitly instructed to do, 10 days from now ) I was told their policies forbid it. 

Under no circumstances should a financial institution be allowed to stonewall its members from access to real banking professionals with the agency to resolve customer issues. The equivalent of a tech support line being the only mechanism for problem resolution with a financial institution with no local branches is tantamount to fraud. For major financial problems- especially those caused by ineptitude by bank employees themselves - an escalation path must be provided that results in conversation with bank employees with real agency - and real email addresses. 

Under no circumstances will I continue to bank with Citi until their policies regarding customer support are modified, and make real professionals available to their customers who bank with them remotely.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief