Consumer complaint received 2017-10-02
Company: CITIBANK, N.A.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Confusing or missing disclosures

Complaint:
This is a follow-up to Complaint No. XXXX As previously reported, a cashier 's check in the amount of {$50000.00} was issued by Citibank NA payable to me. I duly mailed this check in a XXXX XXXX pre-paid, pre-addressed envelope as I have routinely done for years. The cashiers ' check went missing. The branch manager of the  Citibank office writing the check, XXXX XXXX. never documented his efforts. When, unbeknown to me, XXXX XXXX left Citibank, I had NO ONE who could tell me when or where my funds would re replaced. A certified letter to Citibank 's General Counsel in New York City, XXXX XXXX XXXX, was sluffed off to someone in Citibank 's Executive Office, who 's single email to me was non-responsive and inept, designed only to kick the can down the road ( after I had spent over 3 hours of my time proving that  neither I nor XXXX had the check ). I left a detailed message on her VoiceMail, and never once heard back from her or XXXX XXXX. 

In mid XXXX, my issue appeared on Citibank 's internal controls, and the new branch manager of my Citibank office, XXXX XXXX, emailed me to set up a date I could come in to pick up the check. I MUST emphasize that the entire 90 days ' Citibank had my {$50000.00} on its books, NOT ONE PERSON I CONTACTED WITHIN CITIBANK ( which included numerous unproductive visits to the branch, and my certified letter to XXXX 's Legal Counsel in XXXX and my returned call and email to an equally unresponsive, unknowledgeable assistant ) KNEW CITIBANK 'S POLICY OR TOOK THE TIME TO EXPLAIN IT TO ME. This matter could have been resolved had ( 1 ) XXXX XXXX explained at the time I ordered a Stop Payment that I was agreeing for Citibank to hold my funds for 90 days ; ( 2 ) Citibank 's General Counsel in XXXX, or the incompetent person he unprofessionally sluffed my valid inquiry off to, notified me of Citibank 's procedure ; ( 3 ) Citibank requires its officers ( including Branch Managers ) to be fully versed in the relevant procedures, explain same to its customers AND require its officers to document each meeting and the agreements made to the customer during those meetings so the significant investment of time by the customer does n't have to start all over when/if that Bank officer leaves ; AND ( 4 ) Citibank seriously considered the 100 % collateralized loan to me in the amount of the cashiers ' check which Citibank could have called due and been FULLY repaid whenever their policies so allowed. 
NONE OF THIS HAPPENED. CITIBANK, INCLUDING ITS GENERAL COUNSEL, EITHER DOES NOT KNOW ITS OWN POLICIES OR IS TOO CARELESS OF ITS REPONSIBILITIES TO EXPLAIN ITS POLICIES TO THE AFFECTED CUSTOMER. 
My tax dollars stabilized Citibank to it could continue in business. It was the last major money center bank to pass the " stress tests ''. The careless " XXXX you '' attitude Citibank has treated me with make me wish from the bottom of my soul that Citibank had collapsed, as its own errors and omissions would have resulted in. 
Citibank remains " too big to fail '', too big to respect its customers ' rights to know where their {$50000.00} is, too big to train its officers adequately, and too big to do anything about its General Counsel 's inept response to a valid request.

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