Consumer complaint received 2022-10-12
Company: CITIBANK, N.A.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/2022 tried to use my Citibank Debit card for purchase but was declined twice. We tried to use my wife Citibank debit card for purchase but also declined. 
We came home and called Citibank for explanation to see what was happening. They said account is blocked/ frozen at present point and wait till after XXXX XXXX weekend for issue to get resolved. 

XX/XX/2022 - Account closed by Citibank. No reason provided. Said we would expect a letter in the mail and outstanding amounts will be sent out via mail to registered address. 

XX/XX/2022 - XXXX letters sent out by Citibank ( arrived XX/XX/2022 ). One for Checking Account XXXX and one for Savings account XXXX. 
Context from letter attached- We periodically review customer accounts to assess the suitability of their banking relationship with Citibank. Pursuant to a recent review, it has been determined that we can no longer service your account ending - XXXX / XXXX and your other related Citibank accounts. 

If there are any funds that belong to you at the time of closure, Citibank will issue you an official check for that balance to the address on file. 

Sincerely, Citibank Fraud Department. 

This was the 1st mention of fraud for our accounts from the letter sent by Fraud Department. Citibank said over the phone they would provide a reason for closing account. This was not provided. Also with an alleged fraud matter, Citibank is obligated to provide evidence of fraud for us to challenge, explain, provide evidence of the contrary. This has never been provided. Merely, during periodic review, we can no longer service account. 

XX/XX/XXXX - {$50.00} Cheque for balance of XXXX account XXXX. Sent via XXXX with tracking number, received after XXXX delivery. 

XX/XX/XXXX - Additional phone call to see status of other cheque from XXXX department. Advised to be patient and wait for XXXX - XXXX business days for cheque. 

XX/XX/XXXX - Phone call to Citibank Fraud at XXXX EDT, spoke to XXXX. He said in order to access the remaining Checking funds, I would be required to visit my nearest Citibank branch in person to Verify my identity, my account and prove that the money in the Savings account is XXXX. Then I can fill a claim and request the refund be mailed to me by cheque. 

XX/XX/XXXX - Flew on XXXX XXXX from XXXX, KY to XXXX, IL. This is the nearest Citibank XXXX. Had appointment at XXXX XXXX XXXX with XXXX XXXX. XXXX verified my documents in order to prove my identity ( SSN, Passport, Drivers Licence ). Accessed my account and told me XX/XX/2022, checking account funds were withdrawn ( {$7800.00} ) and balance is XXXX. Account is officially closed. I requested tracking number, cheque number and expected date of arrival. 

XXXX called Citibank Fraud Department and spoke to agent who advised that there had been no cheque sent out, there is no XXXX tracking number and the funds are being HELD ( against my will ) and is being processed by the Ultra high fraud block. XXXX provided me the number to call this department however the number directs you back to normal XXXX channels and I am unable to speak to anyone in the XXXX XXXX XXXX XXXX department. 

XXXX could not provide any assistance as she explained that my Account had a {$0.00} balance and she could not return funds if there werent any. Citibank XXXX tell me that it has been elevated to the XXXX XXXX department and they can not provide me with any more information. 

XX/XX/XXXX- I flew on AA from ORD, IL back to XXXX, KY. 

XX/XX/XXXX - Called Ultra High Fraud Block department again this am to request an update, letter, evidence or anything to track down where my funds are. Was told to go into a Citibank office in person for this, they can not prove me any more information. 

As you can see, I am stuck in a never ending loop where Citibank will not accept responsibility or return my funds and directs me the Fraud Department and the Fraud Department will not provide evidence, says it is with higher division with whom I cant speak with and directs me to visit a Citibank branch in person.

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 monetary relief