Consumer complaint received 2021-10-31
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XX/XX/2020, I opened a checking and savings account online with Citi Priority.i then had my XXXX XXXX XXXX set to direct deposit into the checking, and began using the accounts as my primary banking institution age undergoing an investigation of bank fraud from my previous account at XXXX XXXX. At the time, I was overcoming XXXX which indicted a large amount of XXXX  and difficulty when any circumstance involving computer use and cell phone use, especially with such tasks as email, banking, or messaging. I had a significant reluctance and fear to interactions that would or could lead to an increase in additional things that would require attention especially those negative in nature, such as collections, bills, documents, etc. Daily responsibilities and such that would add to my plate. I was unable at the time to address f such things in a full mental capacity due to XXXX  XXXX, XXXX  and XXXX  XXXX, and numerous additional barriers of highly damaging content. Thus all led to my lack of will to constantly monitor and conduct banking review and budgeting, or in depth checks and confirmed legitimacy of my financial positron. After about 8 months, my mental state had improved enough to have the capability to properly conduct and monitor my finances again and I began to notice oddities and questionable variants in my account. From errors in daily available balance to the delay in processing transactions but reporting the balance and funds as they actually occurred, to after time notice to errs in calculations in the balance. I began investigating further. I opened a2nd checking account after revising the stimulus so that I could transfer over only what I needed to spend daily and keep track of spending. With this account I did not have a debit card attached. Furthermore, because I utilized ATMS often, to ensure the correct XXXX XXXX  and true items were only being conducted, I decided to only withdrawal from arms from my savings account and notmy checking at all. After 2 months there were over XXXX ATM withdrawals against my checking account so I knew something was not right. A noticed thru a3rd party financial app that monitors your accounts from all of a person 's financial institutions in one place is. XXXX, etc. That some of the ATM withdrawals were being categorized as withdrawals and others of the exact same type and title being categorized as transfers. I didn't understand, and noticed then the 2 to 3 day delay just in a XXXX from my saving to checking, but when my checking to savings auto transfers would occur they were to a money market in the title, which then apparently was my savings,. However the date they occurred would show in one account as the date initiated and the recurrent account on the day of processing etch could be sometimes 5 days, resuscitation because nothing ever processed on the weekends, but would be calculated in the days balance or funds on the day they originated. This made balancing the accounts and confirming accuracy impossible. Especially when any thing dates the prior to the day it currently was when looking, the balance so m of each transaction would show only the end of day balance for that day, and not the balance that was result of each transaction. Ex. Monday would then process every transactions from Fri to mon. And then every single one of those transactions would show a balance on its line item of what the account was at Monday after XXXX. That's if they processed that Monday. This includes even transfer betweenn my own accounts. It was impossible to reference at that point or even XXXX what my balance should have been, as the reported available balance at any given time was inaccurate as it calculated pending items, but based off only processed total balance. Finally, after daily screen shots of the transactions at the time ( which allowed the balance to display after each transactions occurred to be individually calculated and displayed ) I noticed the following days the previous days and weeks final balances were CHANGING due to the items to the current day. So the balance 3 weeks ago that onscreen shot that day had each item, but scroll to today and using the amounts from each item from then to now, the balance on line items from 3 weeks ago were calculated with all the amounts ledgers to today. It was like they were adjusting the balance thru the whole month. This led to me discovermanually calculation hundreds of items discovery of XXXX  of dollars missing. I then realized the additional ATM transactions I knew I didn't do actually amounted to the discrepancy but were not originally present. I then noticed transfers that were conducted that were not followed by transactions that I would have done that triggered the transfer initially, since I only moved money over when I was going to use it immediately. I also discovered transfers on one account and no calculated into the recording account balance. Overall, I estimate nearly XXXX of errs and rust is not including the money reversed by the dispute dept from claims on one checking but reversed on the other, and then duplicate reverse. 6 months now fighting to receive it back. Multiple disks opened but then no record of it. Countless times being hung up on, and hundreds of hours in hold or discussing with citi XXXX. The reverted funds conducted by the dispute dept overdrew my account as the prior was XXXX. So their excuse of taking it from a sixteenth account being a availability was not legitimate. I have video of my screen as I'm on the phone with citi explaining the miscalculated XXXX on my account and you hear get hang up, I push the back button, and my balance mysterious adjust XXXX XXXX Not to mention XXXX transaction resulting in a reduction of nearly XXXX $ in the balance blatantly obvious and documented. I have hundreds of prints, statements, dispute inaccuracies, bogus letters, phone conversations XXXX screen recording including complete ignorance and refused assistance from '' citi ''. Finally, everything 's I would mention fraud or fake citi representatives, the rep would get tonguetied and hang up the phone. They never spoke clear English And when I requested to be transferred to a rep in the USA as I have the right to do, it was met with resistance and even refused. From their collections dept calling me for a beg balance and not having any clue to dispute against the cause of it being their own company to having to replace 8 debit cards in the past year, one of which was activated via phone that I never resourced, and over the phone changed primary account to that debit card, and citi not allowing online access unless a debit card is active, to the incorrect account number referenced in their letters, and only referencing via the debit card last 4, and requesting the pin thru automated system to get any info. And ask awhile being charged a XXXX service fee and being labeled as a client. It seems to be a3rd party representing citi or similar nature and illegal acquisition of personal information and unauthorized transactions posed using previous account items that are being conducted by this overseas 3rd party. I have found multiple reports of similar XXXX  on the federal government report list for the consumer protection department as well. The amount of evidence I have uncovered is overwhelming and I have now had my checking account forceful closed by the bank and now the refuse to help in any way including retention of my ssa remaining funds and still not refunding the money they took in err in XXXX that I report at least 3 times a week. This is also witnessed with XXXX now and XXXX  XXXX. ALL OF WHICH USE XXXX  to verify accounts, but who also has a code in the appk that allows them access even after a password change. I've noticed apps like XXXX, XXXX, etc all user the verification methods, and concise with the questioned transactions with a transaction of their own, such as XXXX $ free charge the day before etc. And they are all using the debit card to do so, which would explain the categorized " atm '' to be categorized as debit not withdrawal. This needs to be investigated IMMEDIATELY!! I

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