Consumer complaint received 2023-11-17
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a new Citibank checking account back in XX/XX/2023 and deposited a personal check amounting {$1700.00}, issued by my client, I work for him as a caregiver. The very next day they blocked my account. I contacted customer service and was transferred to fraud department, I was told that they couldnt verify the check I had to contact the maker to call them to verify it, the maker did call citibank but they said its not verified phone number so they couldnt accept that. Then I received an email from Citibank that my account will be closed within 60 days. The email simply states : Based on a recent review of your account, we found that you have violated the terms per the client manual. There were no specifics given in the email as to what terms exactly I violated, I contacted Citi several times but they kept transferring me to different departments. Citi representatives quoted the same statement in the email without adequate explanation why the account is closed. When I asked them how to get the funds, they said I will be receiving a mail with detailed statement and a check of the remaining balance, which is the check that I deposited {$1700.00}.

Ok, no problem. But after patiently waited for 2 months, I received {$25.00} which is the amount that I put in to open an account, no further explanation.so I called them again and only been told that I will not be getting a check because they couldnt verify that the funds belong to me. Imagine you asked me wait for 2 months and now telling me a totally different disposition.. Citi rep stated that I have to contact XXXX XXXX  to call his Bank which is XXXX where the funds originally came from, and they need XXXX to file a STOP PAYMENT or Dispute in order to return the Funds to the original account.

Anyways, I contacted the Maker and asked him to file STOP PAYMENTand I had a in a 3 way call with XXXX but After talking to an agent XXXX, I got the same answer that XXXX can not file a STOP PAYMENT because it was successfully cashed and the funds was totally legit and has no implication of fraud. XXXX states that Citibank shouldnt have keep my money and theres no reason for them release the funds directly to me, because it`s my money and theres no issue from them, after the transfer had been cleared by XXXX ( I have proof of conversion with XXXX ). If Citibank suspects any fraud involved in this transfer Citibank should return the funds directly to the original account but they CITIBANK expects XXXX to contact them directly, I even provided Cleared Check Verification letter through Citibank executive department, XXXX contact details are provided in the letter but CITIBANK refused to contact XXXX and expect them to contact Citibank directly. 

In the following days, I made numerous calls to Citibank again and Filled complained through CFBP 2 times already this will be the third but seems like Citi is not doing anything to resolve this issue, I told Citibank the information I received from XXXX, but I " ve faced resistance and indifference. Citibank Executive department refused to contact XXXX and insist that I contact the bank and theres nothing I can do and they couldnt discuss any information to me regarding the check anymore.and its now bank to bank transaction and insisted that XXXX should contact them to file the claim despite my explanation of the previous unsuccessful attempts. And nobody from Citibank Back office care to provide adequate information as to why they are refusing to release the funds even after providing evidence and nobody from Citi is willing to work with XXXX to sort this out. Its been a nightmare dealing with Citibank customer service and their executive department. As a consumer, Ive diligently pursued all avenues to rectify this situation. I had waited more than 80 days and spent tons of hours working with Citibank trying to get my money back, but ended up being put into a hopeless position as where I am now. Its ridiculous and beyond frustration. 

I went to XXXX Physical and begged for help I showed them Citibank email that Citibank was asking to call them luckily the lady that I spoke was very helpful so she asked for help on their back office. She said theyll call me for an update but she emailed me instead. I have the proof email its legit I can provide its needed.

This is the current Email that Becu sent me : I understand your frustration. I dont think its right that they are refusing to give you your funds but we reached out to Citi to see if there was anything that we can do. On our end the funds are paid and have cleared the account and we have not had them returned to credit them back, essentially Citi still has the funds and would either need to release them or credit us back, so that we can credit the member who can then issue a new check.

We reached out to Citi as you requested and as the letter stated we needed to do to reach a resolution and this was their response that my back office provided : Citi stated that the case in in their back office and we need to wait until they finish their investigation and send us a letter to do anything. Basically, there is nothing we can do from our side, the case is in Citibanks back office, and we need to wait until they finish their investigation and send us a letter. She stated that we will likely end up receiving a letter from them wanting to give the funds back to us. She also said that we have received letters like this in the past where financial institutions want to give the funds back and we dont know the reason, but we receive the credit and then pass it on to our member. It sounds like Citibank is not wanting us to verify the legitimacy of the check or approve the release of funds, but that they have made the decision to close your accounts for an unknown reason. They have their own reason to hold the funds and have not provided us with their reasoning as to why. Once we receive the letter, we can reach out to them and verify we are due the funds and when they credit us back, we will credit our member, who can write a new check to you.

Right now we have done everything that we can do, the check was a valid check that was deposited and that is why it has cleared the account. There is no reason on our end that we are aware of that Citi should be holding the funds and they have provided us no other solution but to wait for them to complete their investigation and send us a letter to have them credit the funds back to us.

This is clear that the citibank is just making an excuse not to release the funds. This is not a lot of money to them its only {$1700.00} but they dont care even if they tainted their reputation and lose customers.

I have evidence like emails and phone call recordings ( I asked for their consent to record it. so its not illegal ) those are proof how citibank dealt with their customers there is no customer service. I will not stop until I get my money back. I have tons of evidence and I am willing to share it if I had to.

Company response to consumer: Closed with monetary relief