Consumer complaint received 2022-07-19
Company: CITIBANK, N.A.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2022 ; a deposit from Social Security was loaded into my account. On XX/XX/XXXX, a check for XXXXwas deposited and cashed on XXXX XXXX XXXX NY XXXX 
That check came back to them fraudulent, the closed my account. 
I expected my money on XXXX, from Social Security. I called them because my debit card wouldnt work. I learned then of the check afore mentioned. I asked for a copy of the check. They sent it, I have no idea who wrote it. I told them as much. 

During the next 2 weeks, I call multiple times thinking that the check was presented and denied, they said the back office, an office where only requests can be made through the computer and they await a response. At that time I ask for a supervisor, I did this too repeatedly and never spoke to a supervisor. All the while hoping that a note will come back from the back office saying my funds will be issued. 
In the very first conversation I was told that there was a bad check presented and Citibank would advise me to take my business elsewhere. From that point Ive been waiting for my funds to be returned. 
I call again on XX/XX/XXXX where I was told by XXXX, that the check had not bounced, they cashed the fraudulent check and charged me for it, that it would take 60 days, from the date of the checks issue ; for my account to close and rectify. 
I asked her why I hadnt been told that before XX/XX/XXXX. Multiple calls were made throughout the month and before the XXXX, I had no idea what the hold up was until the XXXX, and no money. 
I told her too I had not been on XXXX XXXX in years and certainly not there the day the check was presented. 
I was told to wait an additional 30 days. 
I waited until XX/XX/XXXX. I called, got a rep right away which was very odd because before XX/XX/XXXX, I would have to wait at least 40 minutes before someone picked up only to be told a request has been made to the back office and they too are waiting for a response from the back office. 
Meantime, I call XX/XX/XXXX and Im told to hold on while the rep puts me on hold. They comes back on the line and say a check has been issued and I have to call in 5-7 if I dont get it. 
I call today, XX/XX/XXXX and Im told that a check was issued on the XXXX and Im to wait to call for 14 days if its not hear. 
I dont remember all the reps names. Several times when I called and they came back on the line, from the back office and could not hear me when they came back. 
I can hear them saying Im not getting a response, I can hear them typing, I trust them not, I have no idea what theyre writing. 
I need help because Im on a fixed income and all my bills are due. A months salary of $ XXXX, is felt. I am my moms care taker and Im also caring for my nephew who is in his XXXX XXXX XXXX XXXX XXXXXXXX I stressed to them that I need my money. I need help with the situation and the unprofessionalism is astounding. They are the 2nd largest bank in the world and they cant do better? They would expect nothing less from me. I have been mistreated by something they chose to do and made to feel as if Im the problem. I can prove, any day where I was on XX/XX/XXXX. I have a police report that says such. They never asked for it. Im still playing a waiting game with no resolution and were at XX/XX/XXXX. XXXX beyond frustrated. Please help.

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