Consumer complaint received 2021-10-26
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I am a XXXX who recently moved to the United States for work. I opened a Citibank account ( checking and savings ) with the branch associate XXXX at the XXXX, CA branch on XXXX XX/XX/21. The banker that I spoke to, XXXX, informed me of a promotion where I could receive {$700.00} for depositing and keeping {$50000.00} in the account. I transferred the {$50000.00} via interinstitutional transfer online from my XXXX XXXX  account to this Citibank account, and called Citibank 's customer service for help with this transfer. I made this transfer on XXXX XX/XX/21 and it seemed to go through on XXXX XX/XX/21 according to the confirmation receipt provided by Citibank. 

On XXXX XX/XX/21, I was notified by email that my account had been suspended and I no longer had access to my account. I called the Citibank, who referred me to the fraud department. On XXXX XX/XX/21, I called the fraud prevention department and spoke with XXXX, who said my account was under review. On XXXX XX/XX/21, I called the fraud department again ( XXXX ) and the agent said my banking relationship with Citibank would be terminated and the account will be closed due to suspicious activity from the {$50000.00} transfer ( again, the branch associate advised me to make this transfer to get the promotion ) and I would no longer be able to receive credits. I asked when I can expect my money back and they said they couldn't give me a timeline, other than the account will close in 30-60 days and a check will come by standard mail after. This is a very long wait time to get my money back. I asked if I could get my funds at the branch and she told me I can try but the branch would need to call the fraud department. 

On XXXX XX/XX/21, I went to the physical branch in XXXX, CA ( XXXX ) and spoke with XXXX. I brought my passport and drivers license as proof of identity, utility bills for proof of residence, and all the account information that was given to me when I made the account. XXXX called the fraud department, and the fraud specialist ( XXXX  ) told the branch banker that they can not reverse the closure decision or unblock my account for me to take my funds from the branch. Furthermore, they instructed me to call the institution from which I made the transfer ( XXXX XXXX  ) to file a claim to reverse the transfer. They said that once I had done this, the remaining balance would be delivered by check, but they refused to provide me with a timeline. On XXXX XX/XX/21, I called XXXX XXXX  as instructed by Citibank and spoke with an agent named XXXX. She said that the funds have already left my XXXX XXXX  account and have reached their destination at Citibank, they can not reverse the transaction, and that they had never heard of the process that Citibank described to me. XXXX told me that this is all a Citibank issue now and I will need to get the funds from them directly. 

On XXXX XX/XX/21, I called the fraud prevention department again and spoke with XXXX. I explained the situation as it is written here. XXXX asked me for my phone number for verification purposes, and then after I told him the phone number I have connected with the account, he told me that my phone number cant be used to be verified my account. He refused to provide additional information or tell me why he couldnt verify my phone number and wouldnt allow me to speak to a supervisor, and then hung up on me. I called again and spoke with an agent named XXXX who again asked for my phone number, and she also hung up with me after telling me that she couldnt verify my phone number. 

In summary, Citibank is holding a large amount of money in my account that they have frozen. I have contacted Citibank a total of six times over the phone and in person, and they have given me conflicting instructions on how to get my money back out of my account and now refuse to communicate with me over the phone. They also have not given me an exact timeline as to when I will get my money back, only that it could take at LEAST two months. It has now been almost one month.

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