Consumer complaint received 2023-10-13
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX, XXXX, 2023, I opened online XXXX accounts with Citibank, XXXX checking and XXXX savings. From their website, through the XXXX XXXX, I transferred {$40000.00} to the checking account and {$5000.00} to the savings account. XXXX days later, Citi did not have the funds on my online account, so I called them to get some information. I was told that both amounts were not showing up on my accounts and the reply was that they were not showing as incoming either. 
During the exchanges with several agents of that outsourced center, I realized that the level of service at this bank was not what I was looking for and decided to close both accounts. This was done via a chart which I kept as a record. The agent confirmed in writing the closure of both accounts. 
A couple of days later, I noticed that only the checking account had been closed, but not the savings. 
Instead of bouncing back, the {$40000.00}, Citi directed them to the savings account ( in opposition to the instructions given by XXXX ). 
As their website indicated errors every time that I was trying to transfer back the {$45000.00} to my XXXX  account, I spoke to numerous supervisors. XXXX of them advised me to start a transfer from XXXX, which I did, but that person omitted to inform me that the maximum amount allowed was {$10000.00} per day and {$15000.00} per month. I transferred the {$15000.00} to the original XXXX account and another {$15000.00} to my Citi credit card account, but afterwards Citi blocked access to the {$15000.00} balance. I was told that my account would be closed ( which was my request on XX/XX/XXXX ) and that a cashier 's check would be sent to me. 
I was also advised by a supervisor to contact XXXX so they could file a Hold Harmless Claim. I followed that advice but XXXX claim dept and their escalation dept advised me to ... contact Citi as there was nothing they could do. 
Today, a Citi supervisor told me that my money would not be sent to me and could not tell me why as she was not a banker and they were not trained for this at that center. She repeated that I should contact XXXX to make a Hold Harmless Claim. 
XXXX supervisors insist that they can not file a " Hold Harmless Claim '' as the transfer request was initiated by Citibank and I was also told that Citibank has XXXX of the worst reputations for that kind of issue in the business. 
I am still receiving bank statements showing the {$15000.00}, as well as added tiny Supervisors. 
XXXX  days after I requested through a ( saved ) chat the closure of my XXXX account, I am being told that this account is still not closed and that Citibank will " decide '' when to close it! 
I also have a letter from Citibank dated XX/XX/2023 indicating " Your Citi account ( XXXX ) will automatically close within 60 days '' and explained that I " violated the terms of your account per the client manual '' when I scrupulously followed the Citibank supervisors ' instruction and only received the manual way after I made all transactions. 
I am under the impression that Citibank is running a scam, as they have been holding my money for XXXX  days for no reason.

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