Consumer complaint received 2020-08-21
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
In summary : Citi closed my savings account, which holds the vast majority of my life 's savings ( close to {$100000.00} ) causing significant financial duress. They did not provide recourse to obtain those funds any earlier than " 30-60 days '' due to suspicion of fraudulent activity. This was done without proper communication and for reasons that are wholly inadequate. 

-- -- Hello, I opened a savings account at Citi bank in XX/XX/2020 ( I received an email confirming approval XX/XX/2020 ). I was attempting to take advantage of a great interest rate. 

To fund the account, I performed ACH transfers from two accounts of my own ( XXXX XXXX and XXXX  XXXX XXXX ). The total amount exceeded {$100000.00} which is essentially all our available liquid savings. 

On XX/XX/2020, I called Citi in order to learn how to best make a large transfer back into my XXXX  XXXX XXXX account in order to write a check and make a downpayment on a house. Over the phone, I was instructed that I could transfer {$10000.00} via ACH and {$50000.00} via wire transfer. They mentioned that I could easily do that online. After that conversation, I hung up and performed the two transfers through my online account. 

The {$10000.00} ACH transfer went through without issues. Leaving my bank balance near {$98000.00}. 

On XX/XX/2020, I received an email from Citi stating that the wire transfer was canceled as they " couldn't verify information I provided ''. 

On XX/XX/2020, I log on to my account to solve the issue, and I notice that my account is no longer appearing on my online profile. 

I proceed to call Citi. And after many calls, speaking with many different agents, I am informed that my account is closed and there is nothing they can do to expedite releasing the funds, which will be released in " 30-60 days ''. It came to a point in which they read a script that finished with " I will proceed to disconnect this call '' and hang up on me. 

During the conversations, some agents mentioned that if I went to my nearest Citi branch I could speak with a branch manager and they could release the funds. 

Well, I am in XXXX, Texas and there are no Citi branches anywhere near me. 

The next day, XX/XX/2020, I call multiple Citi branches in Florida ( which, to my knowledge, is probably the closest to me ). After calling 5 branches I finally get a hold of one. I leave a message and the branch manager called me back. He performed a conference call with Citi answering service ( and also called a couple of individuals on his own ) and the conclusion is that there is no recourse. He mentions that even if I traveled to Florida with proper ID and documentation, he still would not be able to release the funds earlier. 

Citi bank closed my savings account, with a substantial amount of money ( most of my savings ). This is money that I urgently need to cover living expenses and a down payment on a house, which makes me run the risk of losing {$8000.00} in earnest money. They did so without properly informing me. And they reason it was done was related to a wire transfer that I made, following all the security steps, right after I spoke with them on the phone. Regardless of the transgression, all I wanted was for them to transfer the funds to the origin accounts or write a check and send it to the authorized address in their system but much earlier than 1-2 months from closing. Both of which they refuse to do. 

I find myself needing my hard-earned money and with no possible option. 

I believe this matter requires an official response from the bank, and hopefully results in disciplinary action to the individual that made the unilateral decision to freeze such a large amount of money without regard to the consequences that can have on a family unit.

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 explanation