Consumer complaint received 2019-11-14
Company: CITIBANK, N.A.
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2019 I submitted an application on XXXX website to open a Citi Accelerate Savings Account. The application included an authorization for a {$1000.00} ACH debit to my checking account at another bank to open the Citibank savings account. After I submitted the application, I had some questions about the account, so I tried to call Citibank to ask those questions. After going through many automated phone options, I couldnt reach a human. I became quite concerned about putting my money in a bank where I couldn't readily reach a human and wanted to cancel the application ( most of our savings is currently at XXXX XXXX, paying a lower interest rate than Citibank, but at XXXX  a human answers right away ). After finally reaching someone, I was referred to a couple other 800-numbers. I finally reached XXXX at XXXX. I told him to cancel the application. He assured me the application would be cancelled and my checking account would NOT be drafted for the {$1000.00} opening deposit. 
My checking account was drafted for {$1000.00} on XX/XX/2019. 
On XX/XX/2019 after being transferred many times at Citibank, supervisor XXXX told me the account was indeed opened. She assured me she was closing the account and a check for {$1000.00} would be mailed to me within 5 7 business days. She did give me the option of using yet-to-be-sent debit cards to empty the account. I told her I did not want to do that because of ATM fees, etc., and that Citibank would probably come after me and damage my credit rating over unpaid account fees, etc. I told her to close the account and send the {$1000.00} check. 
Today is XX/XX/2019, 10 business days after XX/XX/2019. I have not received the {$1000.00} check promised by supervisor XXXX. 
I called Citibank this morning, XX/XX/2019. After being transferred a couple times and being on-hold for 12 minutes, supervisor XXXX, Team # XXXX, told me the account had NOT been closed. He transferred me to New Account Servicing Group representative Semper, Team # XXXX. Semper put me on hold for 3 minutes and said she put in another request to close the account, and that a check should be mailed in 7 10 business days. I told her I had waited long enough to get my {$1000.00} back and that I wanted it ACHd back to my checking account at the other bank. She refused.

Its now been over 3 weeks and Citibank still has my {$1000.00}. Im retired. That {$1000.00} is a lot of money for me. I was originally told it would not be drafted from my account in the first place. I need that money back sooner than 7 10 business days ( two weeks in real days ). Citibank has lied to me at least two times over my {$1000.00} and I have very little confidence that theyre currently telling the truth about closing my account and sending my {$1000.00} back. Can CFPB help me get M
Y money?

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