Consumer complaint received 2022-04-20
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Citibank has closed my checking account and seized my funds with no explanation or details about where my funds are - full timeline below. This is my primary account with all of my funds for my household/family and I have no access to money. 

Citibank Account Closure XXXX XXXX Saturday, XX/XX/XXXX Attempted login to Citibank received error message that account was inactive and to call Citibank hotline Called Citibank at XXXX, agent advised me that the Citibank decided to terminate my consumer banking partnership and that I would receive a letter in the mail detailing the explanation I asked for more information and details and was advised none could be given at this time and to go to a financial institution/branch for more information XXXX Call Log XX/XX/XXXX Monday XX/XX/XXXX Went to local Citibank branch in XXXX and met with personal banker, XXXX XXXX banker advised that the account was closed by the Citibank fraud department and requested his manager to come to the desk Both manager and personal banker advised that they could not give me any further details about the closure or where my funds are and that I would need to wait for a letter from Citibank to receive further information Also advised the fraud department is a separate entity from the branch and that they were unable to view details regarding my account Tuesday XX/XX/XXXX Called Citibank to check on the status of my account and closure, was transferred to the fraud department Representative from the fraud department advised that my account was closed, could not give an explanation and to wait for a letter from Citibank I repeatedly asked for an explanation and location of funds and the agent kept repeating the same statement over and over to my questions XXXX Call Log XX/XX/XXXX Monday XX/XX/XXXX Still have not received letter from Citibank Called the bank and spoke to an agent who advised me that my account has been closed by the fraud department and that I would not be receiving any of my funds as they have been considered as fraudulent by the bank Agent advised a letter would explain the decision and that I can go into a financial institution/branch to receive further information/details Agent advised it had been mailed on XX/XX/XXXX and that the account was closed Tuesday XX/XX/XXXX Still have not received letter from Citibank Called the bank and agent advised me the account was still under investigation and would not offer any further details Agent advised a letter would explain the decision and that I needed to wait for the letter which would outline all the details Called the bank a second time and requested a paper statement to be mailed, agent advised processed and advised it would be mailed in 5-7 business days Agent advised account was under investigation and may take 30-60 days, wait for any further information to be mailed from Citibank Agent advised there was an alert placed on the account that led to closure Wednesday XX/XX/XXXX Submitted complaint online with OCC Confirmation Reference Number is : XXXX Case Number # XXXX

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