Consumer complaint received 2020-12-04
Company: CITIBANK, N.A.
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I initially opened a savings account with Citibank because of their attractive savings rate. I opened the account online. I was only able to enter my first and last name on the Citibank application for a new Savings Account. On XX/XX/XXXX Citibank initiated a small/test amount of money to verify the account was set up. Then on XX/XX/XXXX, Citibank initiated {$10000.00} from my XXXX XXXX account and {$1000.00} from my XXXX account on XX/XX/XXXX. It took a few days, but that money was accepted. Then on XX/XX/XXXX, Citibank initiated another {$10000.00} transfer, and on XX/XX/XXXX another {$10000.00}, and XX/XX/XXXX another {$10000.00} transfer. These XXXX transfers were first labeled as pending, then rejected. I called Citibank on XX/XX/XXXX to ask why they had not deposited my money yet. They took my first two deposits of {$10000.00} and {$1000.00}, but then stopped accepting my deposits. 

On approximately XX/XX/XXXX or XX/XX/XXXX I was locked out of my account on two separate occasions and had to call to have it unlocked to be able to see my account. This took over a week each time I had to contact them. They told me the names didn't match exactly, so the deposits were not accepted. I found it odd that the first {$10000.00} and {$1000.00} deposits were accepted. The name on the Citibank account was XXXX XXXX only because this is all I could enter on the online application, so I learned they were investigating this as possible fraud. My name was indicated as XXXX XXXX on the CitiBank account, but XXXX XXXX XXXX XXXX was on the XXXX 's account. My name is XXXX XXXX on my XXXX  account. I go by XXXX XXXX, but my legal name is XXXX XXXX XXXX XXXX. 

I was transferred to the security fraud department. I participated in a 3-way call with Citibank and XXXX and we discussed that my name, my address, my birthdate, phone number and social security numbers matched, everything about me was verified. My name did not match exactly and this is why my account was locked! I was calling Citibank regularly, multiple times a day, to inquire about when my account was going to be unlocked and my {$30000.00} deposited into my Citibank account. As suggested, I drove to XXXX, VA the closest branch to where I live, which was over 250 miles each way, to meet with XXXX XXXX XXXX ID XXXX, a personal banker at Citibank. She changed my name to match exactly what was on the XXXX account - XXXX XXXX XXXX XXXX, which is my legal name. This was supposed to unlock my account. It got my account unlocked, HOWEVER, my {$30000.00} has still not been deposited back into either of my accounts and Citibank tells me that it has been rejected and XXXX has not received it back. 

I have tracing numbers from XXXX that shows the 3 transactions were completed on XX/XX/XXXX. My money was taken from the XXXX account and sent to Citibank. 

I obtained the Tracing Numbers by XXXX that the money was sent to CitiBank. They are as follows : XXXX XXXX XXXX XXXX One of these {$10000.00} transactions was accepted, but I do not know which one it is.

These are Reference Numbers ( Not tracing numbers ) from CitiBank, showing the money was rejected. 
XXXX XXXX XXXX This is the Reference Number for the {$10000.00} they did accept, XXXX. 

CitiBank did accept one of these transactions for {$10000.00}, but rejected the other three {$10000.00} deposits. Now, they tell me they do not have my additional {$30000.00}, nor do they know where the money is. 

I perceive that the ACH back bank people are either hiding something or have deposited my money into someone else 's account. They are not admitting they know where my money went or where it is now. All of this has resulted from CitiBank investigating my account for fraud that was never the case to start with. It was a simple difference in my name which the CitiBank application caused by limiting how my name could be entered. It should have been something as simple as verifying me by my social security number to clear up any doubt about my identity. 

I have been contacting CitiBank time after time and they still keep giving me the run around about where my money is. They blame each other for the issue. This has been going on for months now. This is {$30000.00} of my money that has disappeared! It is not at my origination bank - XXXX, nor is it at the destination bank - CitiBank. Citibank did recently reference their ACH. I was told that XXXX was the company responsible as a third party for them who supposedly handled the transfer back to my XXXX account. Citibank says they never took possession of the money and it was sent back, so they have no way of tracing it. They told me that XXXX is responsible for recalling the money/transaction from XXXX. XXXX says since they do not use a third party vendor to perform their transfer, because they do all of these types of transfers in house, they don't know anything about XXXX or how to contact them. Citibank will not provide me with a phone number or any way to contact XXXX. What am I to do? 

XXXX, with the assistance of XXXX, tried to contact XXXX and they told us they don't even have a contract with Citibank to do anything, so we were told. However, Citibank says they do. Citibank is now attempting to contact XXXX by using a form that is supposed to have them find out where the money is. This form is used only after money is missing for over two months, I was told by Citibank today, XX/XX/XXXX. I'm sure you can understand why I don't feel very confident in this attempt. 

No other people are involved at this point other than myself. I did contact the FDIC and they referred me back to you. You XXXX have received a letter from : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Division of Depositor and Consumer Protection Telephone : ( XXXX ) ASK-FDIC Fax : ( XXXX ) XXXX At this point, I am at a loss about what my next step should be. I have been contacting Citibank almost daily. I am afraid that my concerns are being ignored by this international entity. Can you please help me resolve this issue and locate my {$30000.00}?

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 explanation