Consumer complaint received 2015-11-12
Company: CITIBANK, N.A.
State: OR
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
XX/XX/XXXX I opened a bank acct with Citibank ( Citi ). A few years later I received a letter from Citi saying my XXXX promotion would end and a min. balance fee would apply to my acct. I was given a year before these changes would take effect. In XX/XX/XXXX, well before the Fed promotion was to end, I removed my money from the Citi acct, depositing it into a different bank acct ( XXXX XXXX XXXX XXXX ). Having withdrawn all my money from my Citi account, I logged into my Citibank.com acct to send a message requesting to close my acct. I used the internal Citi messaging system. I received a message in return explaining what I needed to do in order for my acct to close : to reply to that message with a couple additional details. I was told, having done that, my acct would be closed. I did exactly what they told me to. XX/XX/XXXX I received a fraud alert from Citi. At this point I was well under the impression my acct did n't exist. The alert let me know that Citi did not close my acct as requested and now it was being subjected to fraud attempts. I logged into my online acct. I found my acct was fully active and was being charged fees. The Fed promotion had expired and since my acct had n't been closed ( despite what I was told ) my balance of {$0.00} was being assessed min. balance fees. Along with that the Checking Plus over draft protection was kicking in to cover those fees -- those fees on an acct I was under the impression was closed. I noticed then that there was another message in my Citi message center. In short it said : whoops, we made a mistake, we actually need you to send this other response in order to close your acct. I received no phone call or e-mail. The ONLY effort they made to tell me they gave me incorrect information on how to close my acct was to send a message to the message center of the act I had been told was closed. 
I call Citi. I explained the scenario to a customer service rep ( CSR ) who forwarded me on to his supervisor. I spoke with the supervisor for a substantial amount of time. He assured me he would take care of this mishap personally and immediately. I was told the account would be put back in order and closed immediately. XX/XX/XXXX I received a letter from XXXX XXXX Director Citibank N.A., asking me to pay the fees due on my acct -- the acct I had now closed TWICE. I call Citi on XX/XX/XXXX. I speak to a collections rep named XXXX who forwarded me to a CSR named XXXX. XXXX explained to me the steps needed in order to close the acct:1 ) Citi would waive the fees assessed on my acct2 ) Citi would refund the those fees back to the checking acct3 ) Citi would transfer the new balance of the checking acct into the checking plus acct, in order to get it back to its original {$100.00} and Citi would close the accts. 
However, XXXX only had permission to correct {$70.00}. She said her supervisor could take care of the rest. At this point XXXX goes back and forth a while talking to her supervisor while I stay on hold. She says that they were able to waive the fees and refund the checking acct the full amount that would be necessary to bring the checking plus balance up to {$100.00}. However, the checking acct and the checking plus acct were no longer connected to each other and the funds could n't be transferred. The XXXX accts were disconnected when the debit card was reported stolen sometime after I thought the account was closed. XXXX says I can take care of this today if I go to a branch. There are no Citi branches within XXXX miles of me. XXXX transfers me to her supervisor ( XXXX, pronounced XXXX, employee ID XXXX ). XXXX laughs at me several times, refuses to transfer me to her supervisor, and finally promises to fix everything and call me XX/XX/XXXX She would not give me a way to contact her. She never called. I sent a letter to Citi. No response. And now Citi 's collections office is calling again ...

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation