Consumer complaint received 2021-05-01
Company: CITIBANK, N.A.
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My personal bank account was closed without any notice or my consent in XXXX, 2020. As I was XXXX when the issue took place, I was notified by the Customer Service ( XXXX ) representative that I could only retrieve the remaining balance through mailed checks. By the time of that phone call, they have sent the checks without any notifications. I declared my situation, and the representative promised that the news checks will be sent soon and received 7 to 10 business days upon my inquiry. 
In late XXXX, as I still havent received the checks, I called again to follow up. After a quick check with another CS representative, I was told that the checks were sent to a wrong address, and no further details were disclosed. The representative corrected the address with me, and told me that the bank will re-send checks. In XXXX, several letters notifying about the address change and my inquiry were delivered, yet still no signs of the refund. 
In early XXXX, a check corresponding to my checking account balance ( XXXX {$2700.00} ) ( XXXX ) was finally delivered, while the check of the balance on my saving account ( XXXX {$11000.00} ) is still nowhere to be found. I believe that, this delivered one is a proof of the address to be valid to collect the mailed checks, so I called the customer service again to follow up. This time, I was able to communicate with a supervisor, and obtained a UPS tracking number ( XXXX ) of the primary mail. However, the tracking status was shown as delayed, and later directly returned to the sender somehow. UPS failed to provide the exact reason. After another call with XXXX  in late XXXX, the representative promised to re-mail the check, but this time, refused to provide any tracking information. 
After around three weeks, the check has still not been delivered, which led me to call the XXXX again on XX/XX/XXXX. The representative first claimed that their job was to send the check and he had no idea which it is not received yet. Additionally, when he offered to send a new check, I requested to first investigate what happened to the previous one and asked for a tracking number to confirm. I believe it is a reasonable request due to the repeatedly failed attempts, yet the representative refused to help and keep doubting if I have truly received a real tracking number. It was a futile conversation with him questioning me if I am asking for a check number or a tracking number. Therefore, I requested to directly speak to a supervisor for further explanation, and a supervisor named XXXX took over, promising me to further investigate the issue and to call me back on this Monday XXXX XX/XX/XXXX, XXXX time ). I gave my XXXX  mobile and a local number of a friend as back-up, yet no call was received. 

Please see the attached letter 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