Consumer complaint received 2019-10-23
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This complaint is a supplement to Complaint ID XXXX. Since the time my prior complaint was submitted to the Federal Reserve ( it was then transferred to the CFPB ), I still have not received the full {$15000.00} that Citibank owes to me as a result of erroneously transferring my funds into their " sub ledger. '' Specifically, I made two additional calls to Citibank regarding this matter on XXXX and XXXX, and spoke to " XXXX, '' an account manager in XXXX, Florida. He admitted the way Citibank had handled the matter was unacceptable, and that I should receive my full {$15000.00} on an expedited basis. 

However, on XXXX, I received only one check from Citibank in the amount of {$10000.00}. This reflects only one of the two ACH transfers they erroneously put into their " sub ledger '' -- it did not return the {$5000.00} for the second transfer that Citibank admits I am owed. I called Citibank customer service that day at XXXX and spoke to a supervisor named XXXX XXXX I informed him that I had not received the check for {$5000.00}, even though that amount was indisputably owed to me. He said the " back office '' was processing the {$5000.00} check, and that he would put in a request to expedite it. 

On XX/XX/XXXX, I called Citibank customer service at XXXX and spoke to a supervisor named XXXX XXXX She said the " back office '' was still processing it and she would call back with an update. She called back at XXXX and said the back office had committed another mistake and failed to send the {$5000.00} check to me, but that she would resubmit a new request. She said she would call me back with an update. She never called me back. 

On XX/XX/XXXX, I called Citibank customer service at XXXX and spoke with a supervisor named XXXX XXXX He said the back office is still working on the check and that he would submit a request to expedite the check. He also provided me with what is purportedly the fax number of the back office, i.e. XXXX. He said he would call me back, but never did. 

On XX/XX/XXXX, I sent a fax to the " back office '' number provided during my previous call with Citibank customer service. I once more informed Citibank of the problem, that I had now spoken with EIGHTEEN ( 18 ) different persons regarding this matter, and that Citibank was still wrongfully withholding my {$5000.00} due to at least negligence, if not dilatory conduct. The faxed letter demanded the immediate return of my {$5000.00}, which Citibank admits I am owed but seemingly can not process. 

On XX/XX/XXXX, I called Citibank customer service and spoke to a supervisor in the XXXX XXXX New Accounts department, named XXXX. She said that the back office had the requests but " nobody in the department has looked at the case. '' She also indicated that it was not clear whether there were procedures in place for the back office to look into cases like this -- which is consistent with the totally unacceptable treatment I have received. She said she would submit another request to the back office and would call me back. As of this writing, I have not received a return call and have not received my {$5000.00}.

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