Consumer complaint received 2018-12-12
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2018, I wrote a check in the amount of {$900.00} from my business banking account at Citibank, made out to a bank account in XXXX, Oklahoma in the name of a trust entity. The check was mailed to my mother who is an account owner of the trust who lives in XXXX, Oklahoma, and she subsequently deposited the check into the trust account on XX/XX/2018. The bank where the trust account is held, XXXX XXXX, provided back up details of the deposited check and the updated balance taking into account the deposited {$900.00}. 

On XX/XX/2018, I was notified by a third party ( a person who happened to be my apartment building supervisor ), that somehow this very same check appeared to have been deposited in his personal checking account as well, which is also held with Citibank. The third party provided me with a screenshot of the very same check which came from my business account, made out to the trust account in Oklahoma, and stated that the amount of {$900.00} was also credited to his personal account at Citibank. 

On that same day, XX/XX/2018, I immediately asked my mother to call XXXX XXXX to confirm all was in order on their end, which they confirmed.I also reached out to Citibank to clarify the situation. The representative at their call center confirmed that the {$900.00} was only cleared from my account once, which I was able to confirm from my account statement. However, my issue is that this now represented a SERIOUS breach of privacy in that a check from my business account, which has all of my personal details ( including my name, my bank account name, and my account number ) somehow appeared in an unrelated third party 's account. The fact that the third party happened to be my building supervisor was a complete coincidence ; theoretically, it could have been any or multiple third parties. The representative I spoke to on XX/XX/2018 told me that they would turn this matter over to their fraud department to investigate further. 

On XX/XX/2018, I called back to Citibank to followup on this matter. The representative I spoke to on this date stated that not only was no record of my XX/XX/2018 call made on my account, but they had initiated no action to investigate the matter of my privacy being breached. They stated that they could do no more to help me with this matter and I should not be complaining since the {$900.00} was only debited from my account once. I reiterated the fact that my concern was the MAJOR breach of my privacy in transferring my personal details to an unrelated third party, but the three representatives I spoke to ( including one who was a supposed supervisor ), were not only rude and dismissive but utterly unhelpful. The only suggestion they could offer was for me to send a written complaint to a general Citibank address located in XXXX XXXX Texas, but could give me no individual to address the letter to and no indication of when I would receive a response. I will definitely be writing to this address, but this type of response in the day and age of electronic communication is not acceptable. To note, the team number of the Citibank representatives I spoke to on XX/XX/2018 is XXXX, and the last person I spoke to there is named XXXX.

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