Consumer complaint received 2021-01-02
Company: CITIBANK, N.A.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Today is XX/XX/XXXX My husband and I opened two accounts with Citibank. 

I opened a Citibank Priority checking and savings account on XX/XX/XXXX or XXXX. I transferred {$1000.00} to the savings account from XXXX on XX/XX/XXXX. I cashed a {$15.00} check from XXXX XXXX XXXX  through the Citibank App on XX/XX/XXXX and another check from XXXX  XXXX for {$1800.00} on XX/XX/XXXX. 

Citibank abruptly blocked my account on XX/XX/XXXX and I no longer had access to my funds. They said my XXXX XXXX check was flagged as possibly fraudulent. Unfortunately, I initiated a transfer of {$50000.00} from my XXXX XXXX  account to Citibank on XX/XX/XXXX. Although my account had been blocked, they still accepted my transfer a couple of days later. XXXX had accidentally sent the transfer under my XXXX name, further confusing the case. I did a three-way call with XXXX XXXX  and Citibank in XXXX to clarify the issue and on XX/XX/XXXX went into a Citibank branch in XXXX XXXX, Illinois, with my husband, who is on the account also. We had identification and our marriage certificate to prove that we were the owners of the transferred {$50000.00}. 

I have called Citibank at least 10 times since XXXX when my account was closed. Most recently, after verification of my identity, I spent an hour talking to the fraud department on XX/XX/XXXX at XXXX XXXX. During my first call to them in XXXX, they promised me a check for my funds within 60 days. At 71 days, I still hadn't received a check for my funds. The branch in XXXX XXXX verified the check I cashed was not fraudulent XXXX XX/XX/XXXX XXXX, and the associate said that the funds in my savings account had been removed after the account was blocked. Those funds were in the amount of about {$2800.00}. It has now been 75 days since the account was closed. 

I have contacted Citibank so many times regarding the matter, and have had no success in retrieving any of my funds. They have been holding my money totaling just under {$53000.00} for much longer than I believe is reasonable, especially considering I have provided documentation that I am the owner of the account and the money. 

During the call I made on XX/XX/XXXX, I was told that they received the documentation of my identity, and I could pick up a check for my account funds after 24-48 hours at the branch location that I had visited on XX/XX/XXXX. 

We went back to the XXXX XXXX branch on XX/XX/XXXX and were finally allowed to close out our checking account. We were issued a cashiers check for the {$50000.00} that was in the account. However, the money in the other account, amounting to about {$2800.00} had been removed from our savings account and we were unable to retrieve that money. 

After two more calls to the Citibank fraud department, we still did not receive any answers about our money and made another appointment at the branch. 

On XX/XX/XXXX, we had another appointment with XXXX XXXX at the XXXX XXXX Citibank to try to locate our money. After she was on the phone with Citibank, we were told that a Miscellaneous Case was filed and that our case number was XXXX and that we would receive an email from Citibank in 7-10 business days. We were NOT told what this email would contain, just that it would be sent. 

I received very disappointing correspondence that provided no additional help on XX/XX/XXXX. It said : Dear XXXX XXXX, XX/XX/XXXX XXXX Why We're Writing to You Thank you for your inquiry on XX/XX/XXXX, regarding your funds totaling {$2800.00} from account number ending in XXXX. What You Need to Know Our records indicate these funds totaling {$2800.00}, dated XX/XX/XXXX, are under instructions for you to contact the number below. Contact Center Servicing : XXXX Branch Servicing : XXXX Monday - Friday XXXX XXXX. - XXXX XXXX ET How to Contact Us If you have any questions or would like to speak with a representative, Customer Service can be contacted 24 hours a day, 7 days a week at : Citi Priority Customer Service XXXX Text Telephone Service ( TTY ) XXXX International Collect & Toll Free XXXX We appreciate your business with Citibank and look forward to serving all your future financial needs. Sincerely, Citibank Client Care THIS IS THE EXACT DEPARTMENT AND NUMBERS THAT I HAVE BEEN DEALING WITH AND GETTING NO ANSWERS FROM FOR MONTHS. 

Getting our own money back should not be this difficult.

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