Consumer complaint received 2022-07-11
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Around XXXX XXXX, XXXX, i tried logging into my citi Bank account online and it showed my access was blocked, i called the customer service XXXX and their Representatives at the beginning didn't seem to actually know whats going on, i was made to change my password a couple of times but nothing worked. I waited for a couple of days later because i assumed it could be some online issues and hoping it will be fixed but things didnt change. I called again few days later and i was transferred to the fraud department and was told by them that my account account is been referred for closure and i'll get a check within 60 days after closure. they couldnt tell me the reason for the closure and they didnt send me any mail either to inform me. I had to call and find out myself what was going on with my account. I kept calling days after days and some of them will even hang up on me and refusing to tell me anything, i've made more than 100 calls to them about my account. Mean while during that period, i was receiving Emails every week about my account balance ( {$6000.00} ) but couldnt get access to my account online. On XXXX XX/XX/XXXX, i received an encrypted PDF message notification in my email from XXXX with a reference # XXXX, I had two messages from them both dated XXXX XX/XX/XXXX, I tried logging into my account online again and i was able to access it but my account status was showing as 'blocked ', i guess they were giving me an opportunity to access the secure message only which i did, the secure message is as follows ... .... 

Date : XX/XX/XXXX XXXX Subject : Account Ending in XXXX Reference # XXXX Reference : XXXX Dear Client, As the focus of our business evolves, we periodically review customer accounts and assess the suitability of those relationships. We are writing to inform you that based on a recent review of you relationship with us we have determined that we are in need of an update or validation of our records regarding your account. We have attempted to contact you by phone, but unfortunately, we have been unable to reach you. It is critical that you contact me by XX/XX/XXXX. I can be reached directly at XXXX, XXXX XXXX XXXX between the hours of XXXX am and XXXXXXXX XXXX XXXX.Your banking relationship is important to us. If you have any questions regarding this matter or for any other assistance you can also contact our 24 hour CitiPhone Banking service at ( XXXX ) XXXX or ( XXXX ) XXXX ( Collect/ International ). Thank you in advance for your assistance and I look forward to speaking with you. Yours respectfully, Branch Services Support UnitCitibank, N.A. 

So i called the number i was asked to call ( XXXX ) on XXXX XX/XX/XXXX and spoke to a guy, i cant remember his name, he made me confirm my account details and all the transactions which happened on the account, i was able to confirm it all and in the end he told me a check will be mailed to me within 60 days!!... That same day XXXX XX/XX/XXXX i tried chatting with a customer Rep online since my online access was opened but account was shown to be blocked, i explained everything to her and she said she was going to write a note attached to my account and gave me a number to call which was to the fraud department, i called them and they reviewed my account and told me its been closed and check will be mailed to me within 60 days!! I waited till On the XXXX of XX/XX/XXXX, i called to check again because i received nothing, no mail about my account closure, no sort of information at all from citi, then i tried calling customer care again and was referred to a lady in Texas, she said my account was closed and Check has been cut, i asked in i have to wait for 60 days again?? she Said no it will be less! That gave me a relief till today i have not seen my check or any Information from Citi and the last time i received an email about my account balance was on XXXX XX/XX/XXXX... I called them today XXXX XXXX, they kept referring me around deferent departments, others telling me account 's been referred for closure, others also tell me its closed and i always let them know i dont care if its closed, all i want is my check! Words cant describe how they've made me feel for over 7 months now. I really need my money thats all i want and i hope this will be resolved because i really have no words to explain how they've made me feel for all these months. 
Thanks

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