Consumer complaint received 2021-04-02
Company: CITIBANK, N.A.
State: KS
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I opened a savings account with Citibank on XX/XX/XXXX. I made 2 {$500.00} deposits in the month of XXXX - XXXX, and XX/XX/XXXX. On XX/XX/XXXX I logged onto my online portal to make another deposit and was confused because it said the account was closed. 

I've called and called and called, and the only answer Citibank has provided is " your account is under review ''. 

The following is a post I made on XXXX on XX/XX/XXXX detailing the interaction up to that point : Here 's a scenario - A customer of a financial institution is looking to open a savings account and finds that one of the institutions they do business with currently has product that serves them and decides to open another account. 

Customer now has multiple accounts with this institution, and has made multiple healthy deposits into their new account. 

Sounds good, right? 

So imagine, a month later, customer logs in to make another digital transfer into that account except - huh? - the account is closed? 

Customer then thinks, " maybe I am mistaken and the savings account I opened was with another big bank that starts with 'C ' '' ... nope, email confirms the account was where they thought it was. 

Customer opens a digital chat. The result is, " please call our customer service team for further information. '' So, customer does as instructed. 

Customer speaks with FIVE additional people who run the gamut with answers ... 
" our notes say you requested the account be closed. '' " there is a check in the mail for the amount that was in the account. '' " you withdrew the value of the account on XX/XX/XXXX. '' " the remaining funds are mailed to you within 10 days of closing the account. '' " the account holder requested the account to be closed on XX/XX/XXXX. '' " the team you need to speak with is not available until Monday. '' " call back tomorrow for help '' Customer calls back the next morning and upon finally reaching the " New Accounts Fraud '' team is met with a singular answer, " your account is under review ''. 

Meanwhile, customer has requested the simplest of answers - where did the withdrawal happen : a bank branch? an ATM? Why is the account activity being hidden? Can you verify that a withdrawal happened? 

If you hadn't guessed, *I* am the customer. 

I have very literally never encountered a financial institution that refuses to offer any sort of reasonable explanation of AT LEAST " hey, this all looks weird and we need some time to figure out what happened here.. '' ... I could be okay with that. 

I'm a banking veteran - I know how the systems work. I'm also a data expert. THERE IS AN EXPLANATION. They are actively refusing to provide any answers. 
All this said, if you know someone at Citibank who might be able to offer some sort of support, I'd greatly appreciate the connection! 

At this point it's not at all about the fact that my money evaporated ( though, hey, where did it go?! ), but more so about the fact that they are outright avoiding giving me information about my account and are not offering any sort of timeline or reasonable expectation setting. With money being the tool that supports how we engage with our existence, the minimum a financial institution can do is offer reassurance that they care and are trying to figure out what happened ... " your account is under review '' being set on repeat is not acceptable.

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 non-monetary relief