Consumer complaint received 2018-03-15
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I am having a HUGE issue with Citibank, and closing my account there. 
I walked into the XXXX, Ca Citibank branch on XX/XX/XXXX, at XXXX, to buy 2 cashiers checks and close my account there. I withdrew all funds and the rep at the branch assured me that my account was closed. 
I received a notice on XXXX that this account was overdrawn, which I assumed was incorrect, as this account was closed. Upon calling the toll-free Citibank center on XXXX, I was assured that the pending auto debit that had overdrawn me would be returned, and that Citibank would refund the {$34.00} overdraft fee that they charged me. They also informed me that I had 2 pending credits coming into an account, one a XXXX transfer for {$90.00}, and another, a refund for a return of merchandise. They told me that once the {$34.00} was refunded, and the pending item was returned, I would have a positive balance of {$100.00}. They instructed me to wire these funds out of my account in order for them to close it. I transferred this remaining balance via XXXX on XXXX. 
On XX/XX/XXXX, I yet again receive another notice from Citibank, telling me I am overdrawn again. I immediately call and ask why my account wasnt closed, when I had been told twice now that it was. They state that it was never requested to be closed. I again, was assured that it would be closed that day. 
Monday, XX/XX/XXXX, I call Citibank again. My account is STILL open and I now have accumulated {$100.00} in bank fees. When asked why my account isnt closed, they tell me because I have a negative balance. I informed them that those fees in no way should have been charged, as I closed my account 10 days ago! If they were to reverse those fees, I would actually have a positive balance of {$40.00} in my account. The rep ( 2of which I spoke with ), was extremely snide, and informed me that until I deposit {$60.00} to bring my account into a positive balance, they will not close my account! This same rep, at one point snickered at me when I tried to explain my frustrations. It literally turned into an argument, me explaining myself, and them interrupting me each time I tried. 
Here is where I do not understand. If you close a bank account, isnt it my say of when that happens? Clearly if I withdraw all funds, and there is no money in the account, no charges will go through. Is Citibank really entitled to decide when THEY want to close my account, regardless of my request? This is my money, and if I ask for my account to be closed, I expect it to be closed that day.

I had been a customer with Citibank for over 7 years. My reason for closing my account is that in the last several months, daily transactions became a problem, as they tried to secure their bank. I could not use my card for large transactions without it getting frozen. I could not transfer money from my account, unless I waited on hold with them for 30-45 minutes to get an authorization code. I became frustrated that my money was not available when I needed it due to these reasons. 
Never once did I acknowledge, or sign anything with Citibank, stating that they would decide when I close my account. Clearly this should be at my discretion. In this day and age, people have so many auto debits, that these clearly should not have been allowed to hit my account after I closed it. I did my very best to cancel any auto payments that I knew were hooked to this card, however, this is my problem, not Citibanks to decide. Clearly upon changing banks, I would come to learn what I needed to pay and set up for auto pay within my new account, which should be of no concern to Citibank. 
As of today, my account with Citibank remains open ( 13 days later, after my 1st request to close it ). The current balance is - {$68.00} ( overdrawn ). I refuse to pay this, as I requested 4 times total for this account to be closed, once in person, when the account stood at a XXXX balance, twice when there was a positive balance of {$6.00} in there, and now, the forth time, after they have assessed me {$100.00} in fees, and want me to pay them {$68.00} to close my account. I believe that they owe me a refund f the {$100.00} they charged me, and I can the take my remaining balance, and have this account closed. 
This is all just insane. I am a professional female in my 40s. I make well over seven figures a year, I had direct deposit with Citibank, and had been their customer for 7+ years. Clearly {$68.00} is not a huge deal to me, however, it is the principle. Upon speaking with peers, I am not the only person this has happened to. It seems to me that this is an issue. A financial institution should not be able to dictate what I do with my money and when. If I close an account, that account should be closed.

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