Consumer complaint received 2023-01-13
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2022, I opened a new checking and savings account with CitiBank. I had another checking account with them already, but because my dad had opened that account, I couldn't do anything without his authorization, so I closed that one and opened a new one of my own. My dad is currently helping with my rent so around the XXXX of each month he sends me XXXX $ through XXXX and I send the rent amount ( XXXX $ ) to my Landlord. Because the account was new, I could not send more than XXXX $ through XXXX for at least the first 30 days. My rent was due on XX/XX/XXXX, and I always sent my money through XXXX to my Landlord. So, to avoid sending multiple payments to her, I decided to XXXX the money to my boyfriend so he could pay her for me ( My Landlord doesn't have XXXX ). So, I sent my boyfriend XXXX $ through XXXX on XXXX XXXX, 2022. The transaction went through, and he sent the money to my Landlord on XX/XX/, 2022. 
A couple of days went by, and I noticed the money hadn't been pulled from my account, but I didn't think too much of it, given it was the holidays at that time. On XX/XX/XXXX, I received an email from XXXX saying the transaction was not paid by my CitiBank account because " account funds have been frozen. '' I immediately called Citi to clarify the transaction in case they suspected fraudulent activity. The representative I spoke with told me the block was put by the fraud department and that I should talk to them. I called the fraud department on the same day only to find out my account was under investigation, and they could not provide me with any additional information. I tried to explain to the representative that the transaction was done by myself, that I was paying for my rent, and that I also had a lot of evidence that showed the transaction was legit. She said they could do nothing at that time because the account was under investigation and hung up on me. The day after that, XX/XX/XXXX, I received an email from Citi saying my Citi accounts were going to be closed in 60 days because I had violated the terms of my account per the client manual. The email also said that if I believe the funds should be sent to me sooner than the expected closing date, I could call the number on the back of my ATM card or visit my local brunch. I was shocked. When I received this email, I was in XXXX visiting my family, so the fact they closed all of my accounts left me out of money for the remaining part of my trip. Also, I tried to explain to them I was paying for my rent and nothing else. On the same day I received this email, I called the Fraud department again to get a better explanation because stating I violated the terms of my account per the client manual seemed too vague. They said I was going to receive a letter with details as to why they had decided to close my accounts, a letter that I haven't receive until this date ( XX/XX/XXXX ). I read the client manual and understand Citi can close my accounts with or without reason. What I don't understand is why they need to take so long to close the account and send me my money back. I don't care about my accounts ; I only care about my money. I have bills to pay, and this situation has financially left me in a tough situation. On XX/XX/XXXX, after returning from XXXX, I visited my local branch at XXXX XXXX, XXXX ( As the email said ). The manager at the branch said there was nothing they could do since the Fraud department blocked my account, and they were the only ones who could unblock it. So, I did the second thing the email mentioned, which was calling the number on the back of my card, and again, no answers or solutions. At this point, I was very frustrated because I was following Citi 's instructions, which led to a dead end. On the same day, I called the Fraud department again to see if I could get my money sooner. Of course, they said there was nothing I could do except wait. I believe this whole situation is just unacceptable for a bank as big as Citibank. Closing my account for a transaction that does not exceed XXXX $ and that it's easily proved legit is just unacceptable. Not to mention making people wait 2 to 8 months to get their money back when some of us need it to live. I'm opening this case with hopes you can help me solve this issue as soon as possible, so I can get my money back. Any support you can offer is greatly appreciated. Thank you.

Company response to consumer: Closed with explanation