Consumer complaint received 2019-02-22
Company: CITIBANK, N.A.
State: NV
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX, I opened Citi Priority SAVINGS and CHECKING accounts over the phone. I provided the routing/transit and account numbers from my XXXX checking account for the initial deposit. The rep who opened my account refused to provide the new account numbers, " for security reasons. '' On approximately XX/XX/XXXX, I phoned the bank to close the accounts ; I had changed my mind about opening them because it was taking too long for them to process the initial deposit. Since I had no account numbers or documentation, I did not keep my notes with names and dates, because I thought the accounts were closed. 

On XX/XX/XXXX, I received a letter from Citi Bank, dated XX/XX/XXXX, stating they needed my tax ID information for an account. I phoned and spoke to XXXX. He said my account had not been closed. He would initiate a closure request, which would take 1 - 2 days. I would received a confirmation letter in 5 - 7 business days. 

About a week later, I received a statement from Citi Bank showing closing balances of {$0.00} for both the checking account and the savings account. I thought this was confirmation of the closed accounts, and neglected to read the fine print. 

On XX/XX/XXXX, I received a letter from Citi Bank dated XX/XX/XXXX, advising me of " your recent deposit of {$12000.00}. '' I never made a deposit! I had closed the accounts! I checked my XXXX account, and Citi Bank, almost 6 weeks after I had requested closure of the accounts, had written a check to withdraw money out of my XXXX checking account. I BELIEVE THIS IS FRAUD AND ATTEMPTED THEFT. Luckily, the {$12000.00} was no longer in the XXXX account, so they did not pay the check, however, they assessed an NSF fee, and sent me a letter advising of this on XX/XX/XXXX. 

I immediately phoned Citi Bank. Initially I spoke to XXXX, who couldn't help with the problem. She transferred me to XXXX, an account specialist in Loss Prevention. I could not understand him, partly because he was talking too quietly and partly because he was talking too quickly. When I was finally able to interrupt him by stating, " Stop! '' he hung up on me. 

I called back, and was connected to XXXX in Fraud Prevention. He advised that there was a block on my account due to Citi not being able to get my money out of XXXX XXXX. He couldn't do anything about closing the account, and I was transferred to XXXX in Fraud Prevention. She told me my account was approved for closure, and to call back in 48 hours for confirmation that it had been closed. ( Either XXXX or XXXX told me they might be charging me a {$12.00} NSF fee. ) On XXXX XXXX, after 49 hours, I phoned for confirmation that my account was closed. I spoke to XXXX who said the account was not closed, due to a block being placed on it. However, the closure was " in process, '' and would take 24 - 48 hours. I advised that I had requested, for the third time, that my account be closed more than 48 hours earlier. She could only repeat that it would take 24 - 48 hours. 

I asked to be transferred to a supervisor. I was connected to XXXX ( or XXXX ), who said she was a supervisor in Client Services. She told me that the checking account was not closed ; it had been reopened! She also said that the savings account closure was in process, and would take 24 - 48 hours. When I told her it had been 49 hours, she couldn't do anything because the Fraud Prevention unit was closed, and I would have to call the next day. 

This morning, XX/XX/XXXX, I phoned the Fraud Prevention unit, and spoke with XXXX. He said XXXX had sent a referral to close the account, it had been approved for closure, and it was in process. However, it takes 30 - 60  days to close the account. I can go to a branch to close it earlier. 

I do not understand why Citi Bank refuses to close my accounts, why they reopened an account that had been closed, and why they were trying to write a check off funds from XXXX XXXX so many weeks after I first closed the accounts. Why are the accounts not closed 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