Consumer complaint received 2017-11-29
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
I would like to report a scam! 

In or around XXXX XXXX, XXXX I opened account # XXXX with Citibank for {$110000.00}. Unfortunately, I hadnt established plans for these funds yet, so I placed {$49000.00} in a Citibank CD. As my plans developed, I realized a CD was probably a bad decision and converted it back to regular savings. As a result, I incurred a {$61.00} penalty. Im not necessarily disputing this charge, it was the result of my error in decision making. A couple months later, I discovered a good direction for the funds and invested in an income property. I discovered a property around XXXX XXXX, XXXX. I walked into a branch on XXXX XXXX to execute a wire transfer for the full amount in account # XXXX. I also advised the banker that this transaction also closes out the account. At this exact stage in the process, I feel there should be no further action necessary on my part for the following reasons : 1. This was a savings account, so there were no outstanding checks for either party to be concerned about. 
2. Citibanks system would not allow me to execute an online wire transfer for the full amount of my account ; therefore, I had to physically go into a branch to have a banker execute a wire transfer and close out my account. 

a. If I were writing process steps for a customers savings account close-out process, the customers obligation would end HERE! There is absolutely no logical reason a customer should have any duty beyond this point. It is not my responsibility to help Citibank clean up its accounts. If I physically walk into a branch, withdraw my money and terminate my relationship with the bank for whatever reason, there should be nothing else! 

But unfortunately, like a jilted lover there is more. 

3. When I expressed my intentions of executing a wire transfer for the full amount of my account and closing the account, the banking associate asked me to call in a few days later to close out the account. I dont know why my account wasnt placed on some internal Citibank employee close-out list, and just taken care of. 
Why do I need to express my intentions twice? To add insult to injury, apparently following those steps was't even sufficient. Because XXXX months later I am receiving threatening e-mails about an account I closed out XXXX months ago. 

4. As ridiculous as this matter is, my attached phone records prove I followed he directions and called the number on the back of my Citibank ATM card to close-out my account. I spoke to a Banking associate on the phone, provided her with the details of my latest transaction and informed her of my wishes to close my account and terminate my banking relationship with Citibank. I see this as nothing more than an obvious scam to try and squeeze more money out of consumers. 

The person on the phone assured me the process had been completed, yet XXXX months later Im still being contacted regarding {$55.00} in outstanding service charges. This is not my problem, Citibank needs to revise their Savings account close-out procedures and stop trying to scam consumers for more money. I did everything I was supposed to do. No matter whether we are in person, or on the phone, we are at the mercy of banking employees and trusting them to follow through on our requests. My position is that it is the banks responsibility to trace their employee on the receiving end of my phone call, and determine why my account was not closed out on XXXX XXXX nor 3 days later on the XXXX. When in this process, do you own up to your broken processes and procedures? Therefore, fair resolution in my eyes would be clearing my name of the {$55.00} debt, and stop sending me e-mails, period!

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