Consumer complaint received 2016-12-14
Company: CITIBANK, N.A.
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
Several months back I opened an account online with Citi Bank. At that time, their website showed XXXX branches near my home address. After my first direct deposit was made, I needed to get cash from the account, my debit card had not arrived. I called their very unskillful call center, located outside of the USA, to get the address of the nearest branch to go get cash. I was informed there were no branches in Texas??? It was explained to me that these so called branches listed when I opened my account were ATM branches and not physical branches. This is my first complaint about being misled about branches in TX. In order to make deposits, I was wiring funds into this new checking account from my credit union savings account. My second complaint is related to numerous NSF fees ( {$300.00} ) being charged to my account because Citi Bank did not accept a wire sent to them from XXXX XXXX. One of the fees charged was for a XXXX cent test transaction!!! I have attached a copy of the wiring document to show the wire was submitted to Citi Bank. I had already made the decision to close the Cit Bank account after being falsely misled about physical branches in TX and started using XXXX Bank. I was expecting XXXX or XXXX transaction to post on Friday XXXX XXXX to the Citi Bank account, not a federal banking holiday??? Because the wire did not process by Citi Bank all XXXX transaction were supposedly going to be declined and charged an NSF fee. Well ... ... that 's not what happened. Depending on the day you looked at the account, it appeared these transactions were paid and charged a {$34.00} NSF. Truthfully I was thankful the transactions cleared even though they rejected my incoming wire sent on XX/XX/XXXX. I have attached a copy of my statement showing what happened next???? Even I cant seem to understand what they did with these transactions????. Citi Bank claims the Merchants attempted to run these transactions through, I do n't think so!!! It appears two days later they removed the credit and declined the transactions and charged another NSF fee for each transaction. So my XXXX or XXXX transactions were not paid! They continued to try and process them two more times each. This caused my NSF fees to go above {$300.00} for XXXX or XXXX declined transactions. I called the bank today and told them we needed to come some type of a resolution or I would file a complaint with the CFPB. Basically they laughed. These bank call centers outside of the US are not equipped for customer service and or how to resolve mistakes and issues. I would fully appreciate a full investigation on Citi Bank regrding misleading customers about physical branches in TX and require Citi Bank to refund every NSF fee charged to my account. If these so called branches were here in TX, I would not have been forced to wire money into my newly opened checking account. It seems that banks think they have the power to force us to except their unfair ruling or be dinged on a credit report for unpaid NSF fees or being reported to telecheck for a closed checking account with a negative balance. I am so thankful to have the CFPB to help us stop unfair banking practices!

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