Consumer complaint received 2021-02-10
Company: CITIBANK, N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a joint checking account with Citibank online on XX/XX/XXXX and made a deposit of {$20000.00} in the form of a cashiers check from XXXX at the XXXX branch. On XX/XX/XXXX I made a second deposit, also a cashiers check from XXXX at the XXXX, Virginia branch. I received a receipt from the deposit at XXXX XXXX. The teller that handled the transaction XXXX XXXX. 

After noticing suspicious behaviors on my account and a transaction I did not authorized. I contacted Citibank through phone and was informed that the ACH transaction would be returned as insufficient funds and the transaction will be reversed to my account because it was still clearing. My confirmation number is XXXX. 

The following day I contacted Citibank to follow up with my phone call from the previous day. I was then informed that the funds could not be returned through that method and that a dispute would be opened. The dispute was then escalated and I was informed it was marked as urgent. 

On Monday XX/XX/XXXX provisional credit was issued and I was informed through the phone that I could use the funds however I wanted to during the 10 day investigation. 

I visited the XXXX branch that same day to request a cashiers check for the funds in my account. I was then told by the teller that a manager approval was needed to please wait. 

While waiting, the manager of the branch decided to take a lunch break and told me that she was waiting for a phone call and that she could not be interrupted during her lunch break. After waiting for her lunch break to be completed, I was told that no cashiers check could be issued until the investigation was completed. No funds. Not even the outstanding amount after the total provisional credit has been subtracted. 

Unhappy with her way of handling a client, I informed her I will speak with a manager from a different branch where I did the second deposit ( XXXX branch ). The XXXX branch manager told me even if I went to that other branch that the manager was her friend and would not allow any transactions to take place after they review her notes. 

Unsatisfied and disrespected. I visited the XXXX branch which was nearby to a doctors clinic I had an appointment with later in the day. 

I received the same run around at the XXXX branch with better service. I was told the manager had placed a block on the account and that the block had to get removed before I could do any transactions. 

Out of time that day, I left and decided I would come back the following day. Later that day, I contacted Citibank through phone for an update on the block. I was told the block had been removed at XXXX on XX/XX/XXXX, same day I visited the branch. Satisfied to hear that, I decided I would come back the following day to proceed with my transaction. 

On Tuesday XX/XX/XXXX roughly XXXX XXXX I visited the XXXX branch to proceed with my cashiers check. Upon speaking with the branch manager I was told that there was another block on my account and that I would have to wait for it to be removed. I spoke with the manager and the manager informed me that they had to contact another department to have the block removed. I waited about an hour in the branch. After waiting, I was told that the block still was on my account and that it could not be removed at the moment until it was reviewed. 

I contacted Citibank again over the phone. Over the phone I was told there was no block on my account and that the funds could be withdrawn from any branch. I asked the rep to contact the branch directly and let them know I was on my way. The rep placed me on hold and then told me if I could go to another branch. The nearest branch was XXXX XXXX. I asked them to be on the phone with me while I walked into the branch to get a cashiers check. The rep waited and I was able to walk in, request the cashiers check and get approval from a manager since the totals exceeded the tellers limit. 

After I had the check, I was on my way back home. About 30 min after leaving the branch I received a phone call from the same teller telling me that she accidentally voided the check and to please come back so she can issue me a new one right away. 

I went back to the branch, with the check ( pictures of the check attached ). The bank teller asked me if she could look at the check and then told me she could not give it back, that the account had been blocked. I was lied to, set up in a situation to return a check as if I was going to steal it. I was embarrassed, humiliated and can not describe how I felt. I informed the manager of the XXXX XXXX branch that I had my passport as additional verification of identity in addition to my valid state drivers license, phone number that I used to set up my account, multiple cards on my name from other banks and even vehicle registration if requested. At that point there is no additional documentation I could provide to verify my identity. 

During my trip to the branch and multiple phone calls to Citibank, I was asked to verify answers to questions to validate my identity. I answered correctly to all those questions multiple times so they could pull up my account. Answers no one else would know. 

The issuance of the cashiers check just disappeared from my account ( see attached screenshots before/after ). During my visit to the XXXX XXXX branch the manager asked me to verify maiden name. I answered correctly and even showed him the screenshot I took of the answer to the question from when I opened the account. He sent me multiple texts to my cellphone to verify a code and I even showed it to them while I was receiving those notifications. I was told it wasnt enough and that my account had a block. I was not instructed on what to provide or any steps besides waiting to have the block removed. 

With the branch managers not wanting to help, I had no choice, but to give up and go home. On my way home, I contacted Citibank again and was told that there was no block on my account. I didnt know what to do or who to call, I was being restricted of my funds from 3 branches. After logging into the app I decided to add my XXXX account as a payee and create a wire transfer request. I placed the request at roughly XXXX before the cutoff time. The wire showed up on my account and the amount of the wire deducted from my balance. I figured it would post and get processed overnight. 

The next day, Wednesday XX/XX/XXXX I noticed the transaction had posted to my account and I contacted Citibank for a follow up. I was told that the wire was on hold pending verification which required me to verify a number on my cellphone which I did. I was then told that the wire would get processed within the next 1-2 hours after review, that the initial cashiers check had to get verified by Citibank. I waited a few hours and decided to contact Citibank again for an update. During my last phone call I was told that my account has been closed and no information could be provided to me about the closing balance or how I will be returned my funds. I was told that I could not be provided with that information, even if I visited a branch. At one point I was told I had to verify a pin and that my cellphone provider could not receive the messages, I have XXXX. I was told to contact my cellphone provider. 

Frustrated, I visited the XXXX branch about the 2 checks that Citibank is saying need to be verified earlier in the day. The branch manager from the XXXX branch in XXXX, VA contacted Citibank and told them that the checks are legitimate and have already been cashed by Citibank. He told them they where cashier checks and he even remembered when I went into the branch to request them. I have had an account with them for years. The representative on the phone told him that they suspected the checks to be fake. It has been a week since I deposited them, even the branch manager who issued the check is verifying them and I have gone to 3 different branches. 

I now have no one to contact. When I call Citibank I just get told to hold and then the call is dropped. I have included screenshots of all my calls. I have spent so much time trying to get my money back, I have been willing to provide any form of documentation to verify my identity and I keep being treated like I am not the person who opened the account. Now my funds wont be returned to me and my life savings are being held by a bank who doesnt want to allow me any way to recover them. 

These are cashier checks from a respected bank who has already verified they issued the checks. So much time has been allowed for the bank to verify the funds. I have provided multiple forms of verification on my identity. 

I need help immediately to recover my funds. I went back to the falls church branch in good faith that the cashiers check they issued me was voided by mistake. I was lied to and tricked into a very uncomfortable situation. I cant even contact the bank to discuss options. Its unbelievable. I need my money to pay for bills and have had to take time off work to handle this. Please contact me as soon as possible.

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