Consumer complaint received 2021-12-10
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My name is XXXX XXXX I would like to inform you today XXXX XXXX the XXXX at XXXX PM.. For the last week I have been on the phone with citibank with XXXX bank XXXX XXXX with my account pacifically yeah specifically my accelerated savings account ending in XXXX. I called on Monday because there was an issue with a transfer that was supposed to go to my checking checking account not to my credit card. When I tried to take and talk to the representative the 1st time their automated system was very adamant and doing it herself we went back-and-forth for at least 2 or 3 minutes trying to get ahold of a representative but she proceeded to try to help me after I pacifically said representative representative. So whenever I took and just gave in and let her do the transfer.. I asked her to take and transfer {$4000.00} to my checking account. She did not transfer the funds to the checking account instead she transferred it to the credit card. Now the credit card does not have a {$4000.00} balance on it's on it so to me if it doesn't have a {$4000.00} balance on it the system should have kicked it back saying that you only have a certain amount on your balance like all of my other credit cards do. So I kept telling her no no no And it still went through.. So after about 5 minutes of me asking for a representative pressing 0 repeatedly it took me to cut her out in order for her to be able to understand to transfer me to a representative. Now by this time I am beyond XXXX off I'm XXXX off. So I explained what happened with the gentleman. He then told me that he could not do anything until the transfer went through. He told me to take and call band call back tomorrow on the 7th to to get it reversed it reversed and to put into my checking account. So I asked him several times and confirmed that it would be able to be done tomorrow He assured me that it would be able to be done tomorrow. So I called back on the next day and was transferred to someone in the credit card department they initiated the refund to go back to my account. In the process of this the young lady told me that she would put an escalation on it to be able to get the fines in a reasonable time. She then transferred me back to the banking side of citibank. She said that the banking side might be able to get the transfer done yesterday 's faster.. I said OK that's fine so I went back to the banking side and was put on hold. When a representative did come on I explained what had happened and they said OK well there's nothing we can do about it. It takes 10th to 14 business days in order for it to be transferred to your account. I proceeded to tell them that's a little way too long. For money to be transferred to a be transferred to a verified account. By this time I'm beyond XXXX off. I proceeded to ask for a supervisor because someone should be able to do something higher up you would think. I waited for the supervisor to come on the line and she was absolutely no help her name which I got today was named XXXX. XXXX was supposed to have her XXXX taken give me a call back in a few hours so that I could see if they can fix it because of it being management you would think that they would have the authority to be able to fix an issue. I have yet to get a phone call from a manager and today is the XXXX and this happened on this happened on the XXXX. So I waited for a few hours and then I called back to speak to a manager.. In the process of that at I went ahead and decided to close my account and transfer the remaining balance to my checking account. I had a representative on the phone to make sure that everything was supposed to be done correctly so that transfer would go through without any delays or complications. She then proceeded to tell me that it would take up to 3 business days rebusiness days. Because it was over {$50.00}. That is the most absurd standard of practice that they have. When some people make transfers out of their savings it isn't just {$50.00} not only that they don't just transfer money out unless it's an emergency. I then make sure that whenever I was talking to her that the transfer would be completed by Friday. Is unfortunately today I was told by an supervisor that the funds would not be available until the XXXX. That once again I have been lied to. This is an ongoing issue with this institution. Not only that they have is that they have unreasonable amounts of time for time for funds to be transferred to a verified account in which that I own. I could understand if it was to a unknown account that my account that money has not been transferred from. It's to be a little bit longer however however 10 to 14 business days that is ridiculous.. Something needs to be done about this that is an unreasonable amount of time for someone to be able to take and get funds transfer to their account. Not only that now I have a crude it's crude overdraft fees because of this whole entire situation. Also I was refused employee ID numbers which they normally give out because they don't want people to know their customer service representatives full name. Also whenever I asked for the gentleman 's name that I spoke to on the XXXX she proceeded to tell me that she didn't know who accessed my account and that I was talking to. Also the representative named XXXX never put in a request for a manager to take and give me a call about what had happened on the XXXX. It is a repeated issue that there customer representatives do not either know what their processes and procedures are or they did not take and train them.

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