Consumer complaint received 2016-03-03
Company: CITIBANK, N.A.
State: DC
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, XXXX I went to CITIBANK branch at XXXX XXXX XXXX XXXX in XXXX where I have XXXX checking accounts to make a deposit to an account that is in my name, NOT JOINTWITH MY SPOUSE I mistakenly slid the card for thewrong account that is joint with my husband .I put in my pin. When I realized that I had used the wrong account card. I told the teller He said NO PROBLEM, USE THE CORRECT CARD. I SLID THE CORRECT CARD, PUT IN MY PIN which is the same for both accounts.I made A DEPOSIT OF $ XXXX TO THE CORRECT ACCOUNT THAT IS NOT JOINT. Shortly after I left, a Citibank customer requested a bank check for {$2000.00} from the same teller. The check was drawn from our JOINTaccount, the one I activated in error. 
We discovered this when checking our bank statement for XX/XX/XXXX. 
I went to the branch & met with manager, XXXX XXXX. He called the Citibank fraud unit.I was told it may take 90days to resolve & get the $ $ back in our account. I said this is unacceptable, {$2000.00} is a lot of $ $ & we need it now. On XXXX/XXXX/XXXX XXXX credited our account for $ XXXX.We were not told that the credit was temporary, good only until the internal investigation was resolved. Over the next 3 months we received several letters requesting information for the investigation. I gave the letters to XXXX & was assured " do n't worry, I am taking care of it, the $ $ is in your account ''. Apparently he never informed the fraud unit that HE had resolved the matter. 
The internal investigation concluded on XXXX XXXX. On that date, our account was again debited!! We received a letter that said I had failed to protect my secure information & the claim was denied. I went to the bank to see XXXX. I was told that he no longer works there! I met with new manager, XXXX. He said he had no time to talk. He said come back in 2 days.In 2 days I returned. He was not there, his location unknown. No one knew how to contact him. We were at a dead end. 
I called Citigold customer service to get an explanation for the credit reversal. A helpful woman took my call.She tried to help, but she has no authority. She connected me with a woman in the office that reversed the credit. She would not discuss the matter as It was closed. I asked '' what if I lived payday to payday & needed the $ $ $ for rent, food, etc '' .The reply was " I guess you would have to turn to your family and friends '' .I could not believe my ears! 
On XXXX my husband called Citibank Senior VP XXXX XXXX . After explaining the problem my husband requested that the money be returned. XXXX XXXX said she could n't do that & since she just learned about this she needed to look into it. She had XXXX, the missing branch mgr work it out. My husband followed up in 3 days He was told it was being worked. I was called by XXXX that evening. He said Citibank had the name of the man who took the check. He had been contacted & was asked to put money in his account to cover the check so that his account could be debited and the $ $ put back where they belonged, our account. This is unbelievable. I could not make this up. The bank made a mistake, took money out of our account & will not put it back until this man covers it. What if he does n't have it? I was told he never responded. 
In the meantime we received a letter from the bank telling us that our account had been blocked & unavailable for transactions. We must close the account. If we did not close the account we were to sign a form that indemnifies them against any other unauthorized transactions against this account. BUT the BANK made the only unauthorized transaction The {$2000.00} was finally put back on XXXX/XXXX/XXXX. We asked for written assurances from XXXX XXXX that this money is in our account permanently & will not be debited again. We have not received such assurances. 
There is more to add, but space does n't allow all details. 
See part XXXX for more information.

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