Consumer complaint received 2021-02-25
Company: CITIBANK, N.A.
State: KS
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
As a matter of history, on XX/XX/XXXX I transferred {$50000.00} from existing XXXX  XXXX XXXX accounts into my Citi Priority ( {$50000.00} in Savings, {$100.00} in Checking ) accounts to take advantage of an offer where Citi would deposit {$700.00} in the accounts if the balances were maintained for 60 days. I periodically checked the Citi online account to see if and when the promotional deposit was made. On Monday XX/XX/XXXX, I logged onto the account and found the Checking account was closed ( and liquidated ) and the Savings was entirely liquidated, listed as Overdrawn based on a XX/XX/XXXX transaction titled Other Withdrawal of {$50000.00}. I immediately contacted the phone number ( approximately XXXX XXXX CST XX/XX/XXXX ) for Citi Customer Service. 

After multiple dropped calls and calls transferred between departments, I spoke with a representative from the Fraud Department, explained the situation above. He stated the account has been placed under review. I asked why Citi had not reached out to me once they encountered suspected fraud on my account. To this day ( after daily calls ) I have still not received even an attempt at an answer to that question. In an era of two factor authentication and multiple days processing time between banks to specifically prevent fraud, the fact that as of writing this letter, 4 days after reporting a loss of $ XXXX, STILL NO ONE FROM CITI HAS EVEN ATTEMPTED TO CONTACT ME, is reprehensible to a point that words can not convey the true depth of my shock at the lack of basic customer service etiquette. I have still not received any explanation as to what actually happened to the money in my account or how it was accessed or taken. 

Today ( XX/XX/XXXX ) I was informed that Citi will be closing my accounts and send any money that belongs to me within 30-60 days. No one I spoke with could confirm that this would include the {$50000.00} I originally deposited ( plus interest earned ) that my only recourse is to wait 30-60 days and essentially hope that my money is returned to me. After I specifically requested additional information from someone able to provide it, Customer Service literally read a prepared statement and hungupthephone. 

Please empathize with me. I trusted a major financial institution with an amount of money that is more than some people live on in a year! That money was stolen from me due to a failure in its own security. I discover the issue, call to report it, call back daily including wait times to get any sort of reassurance or update that the situation is being handled and my money will be returned to me. And the consistent response I receive to a situation based on Cit Priority LOSING/FAILING TO PROTECT MY MONEY is sorry we cant provide you any information, youre going to have to wait MONTHS for a resolution to a situation involving an amount of money I and my family NEED to live our lives with no guarantee I will actually receive the money! Please let this sink in and imagine youre me right now. Please consider this letter a request for a detailed formal response from Citi regarding everything that occurred with my accounts and a demand that my money be returned to me immediately.

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