Consumer complaint received 2019-03-22
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Background info : My parents opened up 3 CDs in XXXX XXXX at the XXXX XXXX Citibank Branch at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. My father passed away on XX/XX/XXXX, and I began handling my mom 's finances, as she is not able ( I am a trustee ). All three CDs were to have the interest earned transferred each month to my parents ' " interest income checking account, '' ending in XXXX. 

Mid-XXXX, I realized that there were problems regarding two of the three CDs. 

CD XXXX : No interest was being paid to any of my parents ' accounts. The statement showed the interest was being transferred to an account, however, no one at Citi, even to this day, knows to which account the money is being transferred. 

CD XXXX : Interest was not deposited correctly into the interest income checking account, as per my parents ' request, but added back to the CD itself. 

CD XXXX : Interest correctly being deposited into the checking account ending in XXXX. 

Actions Taken : 1. On XX/XX/XXXX, I went to the XXXX XXXX Branch and spoke with XXXX XXXX. He told me that he would look into the missing interest. At the time he was unable to find out exactly where the interest income earned was going. Additionally, he called over his female supervisor, who also was unable to figure anything out. 

2. Filed an online account complaint on XX/XX/XXXX, having a " live chat '' with XXXX. She assured me she would file an investigation into CD XXXX. ( Case # XXXX ) 3. On XX/XX/XXXX, XXXX XXXX XXXXXXXX  a Citigold Relationship Manager Associate in New York wrote an email to my dad stating that he had been trying to get in touch with my father. I had actually returned his call twice, however, he never called me back. I emailed him on XX/XX/XXXX stating that my father was deceased, that I had indeed returned the call, and if I didn't hear back from him, I would need to take further action. 

4. XXXX XXXX XXXX returned my call on XX/XX/XXXX and told me that he was referring me to XXXX XXXX, the bank manager at the XXXX XXXX XXXX. 

5. A letter was received dated XX/XX/XXXX stating that Citibank completed their research and two ( 2 ) months of interest income were credited to the checking account, even though seven ( 7 ) months in total was outstanding as of XX/XX/XXXX. 

6. Met with XXXX XXXX at the XXXX XXXX XXXX on XX/XX/XXXX. He said he had a " great '' team who would be able to do some detective work, and be able to resolve the situation shortly. 

7. Received another letter from Citibank dated XX/XX/XXXX ( CLAIM # XXXX ), which stated that the research had been completed and that they had posted one additional month of interest earned for CD XXXX ( NOT TRUE ) and CD XXXX ( TRUE ) into checking account ending in XXXX on XX/XX/XXXX. It also stated that the CD XXXX would have its interest posted to the checking account, effective by the XXXX statement cycle. [ As previously mentioned, it has been posting back into the CD ] 8. Spoke via telephone with XXXX XXXX on XX/XX/XXXX at XXXX XXXX. He shared that he realized the situation was yet to be appropriately handled, even though the correspondence dated XX/XX/XXXX stated that everything was resolved. I shared with him that I felt it only fair that all interest income earned for CD XXXX should be transferred immediately into the checking account, since it was Citibank 's error. Nothing as been done as of today 's date : XX/XX/XXXX.

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