Consumer complaint received 2021-04-08
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have been a customer with citibank for over 20 years. I have a consumer shell mastercard through citibank. I payed these bills ALWAYS on time. I had autopay setup and calculated a amount to pay based on my usage. Due to the pandemic i was using this card less, and was overpaying this card. I had accrued over XXXX dollars in credit. I am a XXXX  and dealing with the pandemic and didnt notice i was overpaying my card. 

Noticing this in XXXX i started using the credit card more. But without warning a deduction in the amount of XXXX of XX/XX/XXXX, was put to a entity in XXXX Illinois. I called Shell Citibank /master concerned this could be fraud. After 3 ( over 2 hours time ) they determined it was Citibank and a attempt to send me a credit check in the amount of XXXX. I was told to wait up to 2 weeks and I would get my money. I called back in early XXXX stating i had not received any check. After several hours on the phone they initiated a investigation and credited me back the money of XXXX again. 

After their investigation they restored the XXXX to my account. I stopped using my card because of what had happened. There was additional credits due to my auto payments. I was then told I would receive a check for XXXX I waited the 2 weeks and did not receive a check. 

I called Shell Mastercard/Citi back. After an additional 2 hours on the phone I requested they send the credit to my linked Citibank checking account. Despite what they described as notes on my account, no one representing them except the understood what the problem was. I asked to speak to a manager on XXXX I was told that refunding the money was not possible due to policy. I inquired to the delay in sending me my credit / overpayment. I was told the credits were put on hold to " security concerns '' and they insinuated that i could be involved in fraud or money laundering. " And that they dont know the payments I made were legitimate. I was then told i would to provide proof of the payments, every one dating to at least XXXX. 
I asked for something official in writing. She stated that I was notified of this, she then checked and verified that in fact I had not been notified of any issue or concern to date. 
I then asked for an official correspondence delineating the issue and the remedy. She said she could not do that. As it was not a " option on their system ''. 


After over 3 months and over 14 logged hours on the phone I am no closer to receiving my money for the overpayment credit. I have received NO correspondence on what is needed for them to send me my money. I am out {$1000.00} dollars. I offered to authorize them to call my bank CITIBANK to verify the bill payments. These are all CITIBANK Bill payments. This manager said its not possible, and they would only review in writing. I was given the generic Citibank fax #. So i have no idea what I am sending in will be sufficient. I am concerned some time window will close and my money will be lost forever. Calling is now becoming more of a problem. I am hung up on 50 % of the time. I suspect that i have a case no one can solve. 

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 monetary relief