Consumer complaint received 2019-10-18
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have a complaint against Citibank. I called Citibank on XX/XX/XXXX and talked to XXXX. I told her that I would be going to XXXX for a few days. I asked her to please note my account. I returned to Maryland on XX/XX/XXXX. On XX/XX/XXXX I received mail from Citibank warning me of a fraud alert. It was at this time that I looked at my account. There was two withdrawals from XXXX XXXX in XXXX. One amount was {$810.00} another for {$440.00}. I called the bank and asked about the amount taken out. I talked to XXXX. I told her the amount was suppose to be {$1000.00} not {$1200.00}. She stated that I need to start an investigation for fraud. I told her that I would call the XXXX XXXX XXXX to see what happened with this overpayment before agreeing to a fraud investigation. XXXX gave me a reference number and a fax number and told me that they needed a detailed reason for a complaint, with the date and and my account number on it. They needed the letter before XX/XX/2019. I called XXXX XXXX XXXX I was told by XXXX to give them a few days and they will make the needed adjustments. I called Citibank and told them what XXXX XXXX stated. I received another letter from Citibank asking about a fraud alert. This time I checked my account and the whole page that showed the {$440.00} and other adjustments had been made on the online account. I asked them why did they change the statement. I was told that they had the right to make any adjustments that they need. They again said that I need to start an alert. I told them there was no need for an alert The Hotel was paid and and I received my refund which according to the XXXX exchange rate at that time amounted to {$620.00} the account has been paid no need for an alert. According to the online statement I received Citibank was paid XX/XX/2019 and I saw a credit for {$620.00}. I didn't look to see why because XXXX XXXX Representative had told me that was the amount I would have returned. At this time I had {$1300.00} in the bank which would have been enough to pay XXXX even at the USA rate. 
On Saturday XXXX XXXX I receive another letter from Citibank. I called them and they told me that if I don't give them information by XXXX, XXXX they will be a deduction {$620.00} from my account. I told them they should not take anything from my account. I was told that the Hotel still had not been paid. I asked her if the Hotel had not been paid in all this time don't she think that they would have called me. She paused for a moment and then stated they will be withdrawing the money. I called XXXX XXXX, they confirmed that they were paid but stated they could not give information over the phone. On XX/XX/XXXX I went to Citibank at XXXX XXXX XXXX, MD XXXX and talked to XXXX XXXX and a lady that he said was his manager. Both of them reviewed my account. On my online account it showed the amount of {$620.00} as a transfer. On one of the statements he printed it showed a refund for XXXX XXXX. Both XXXX and His manager told me  that I am not responsible for the account. They requested that I call back On XXXX XXXX, and the account will be corrected. I would not have the pay the {$620.00} back. Both of them told me that. I should not worry about it. 
This morning XXXX call me and told me that they had deducted all the money that was left in my account leaving me a negative balance of {$490.00}. He told me I have to pay that amount because the {$440.00} was for a security deposit. I asked why didn't someone explain it to me. All I know is that amount was no longer showing on my online statement. No credits or debits for that amount. He said that he will send his coworker a statement about not discussing it with me.I can come in to discuss it again. When I looked on my online account it was showing a negative balance of {$490.00}. If XXXX and his manager couldn't look at the account and figure out what was going on with it after comparing it to about three different formats of the bill, how was I suppose to be able to figure it out? And for the thirty or more years that I have banked with Citibank, I have had overdraft protection. Why didn't the over payment go there. It is not even showing on the online account that I have overdraft protection.

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