Consumer complaint received 2020-10-07
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received an email informing me that a " Account Closing Notification '' letter is available on my mobile app, when I attempted to log in I received an error message saying " having trouble logging in ''. So I changed my password to see if it was the problem and it was not. Later that evening I called the bank and was told by a rep that the account was in the process of being closed and was referred to the fraud department and no other information can be given over the phone and was hung up on multiple times when all I wanted was to know why my account was being closed. I was informed that it can take up to 60 days for the account to be closed and for a letter and a check to be sent out, I was asked each time I called to confirm my address, and my mother 's maiden name, which I did each time I was asked. On XX/XX/XXXX I called to get an update since I had not received a letter nor a check for my balance of {$8700.00}. The rep I spoke to this day was very understanding and helpful but could only send out an email to the department who was investigating since it was the 63rd day since the email was sent about the account closure. The rep also told me that the department handling the claim was not taking any calls at this time. The  rep gave this number to call to get updates. XXXX opt XXXX, when I called I was told nothing can be done over the phone, I have to wait until they investigate. I was also told to go to a branch multiple times and they would be able to assist and release the funds, I had mentioned to multiple reps that I lived in a state that did not have branch locations. On XX/XX/XXXX my mother went to a branch location in New York to speak with a Branch Manager and told him the situation and was told to come back the next day because he needed to consult with someone. On XX/XX/XXXX, when my mother went to the branch at the specified time the XXXX asked her to come at, that branch manager was not there and another manager told her to tell me to write a letter stating that a check was said to be sent out to me and had not been received, stating that the closest branch is over 20 hours away, and asking what steps to be taken since I was unable to go to a branch. On XX/XX/XXXX2, the letter that the manager on XX/XX/XXXX told my mother to write was sent out via USPS Certified Mail to XXXX XXXX XXXX XXXX XXXX/XXXX  XXXX XXXX, TX XXXX, the letter was signed for on XX/XX/XXXX, and I received the return receipt on XX/XX/XXXX. I called the fraud customer service number and was told that the account was still under review since the date of the notice I received and was hung up on. On XX/XX/XXXX, I drove from Texas to Florida which was the closest branch location. I am currently 4 month pregnant and due to the pandemic I am unable to fly. On XX/XX/XXXX I went to a branch I was told 2 things can happen, the money could be released if they verified that the check the bank stated that was sent out was never cashed, or they can send an email to the department handling the account and go from there. That evening I reached out to the rep in the branch via email for an update, I received an email stating the rep was speaking with a fraud specialist and that currently it is pending and to expect some  communication and there was nothing else that he can do, other than give me another number to call which was the ACH line XXXX opt XXXX then opt XXXX. He also opened a case for the current ongoing investigation and provided it to me. When I called the number provided to me I was told the same thing again abut waiting the 60 days for the account to be closed and funds to be given, I was told the process again even though it had been well over 90 days. I was also told that I was misinformed when I was told that going to a branch will help resolve my issue and that I basically travel over 45 hours round trip for nothing. I just want for this to be over and for my hard earn money in MY savings account to be released to me especially because my account was frozen in the middle of a pandemic.

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