Consumer complaint received 2016-04-07
Company: CITIBANK, N.A.
State: MA
Product: Bank account or service
Sub-product: (CD) Certificate of deposit
Issue: Deposits and withdrawals

Complaint:
After citibank pulled out of MA, I called the customer support line to have my account closed and mail me the check on XXXX XXXX, 2016. I was told that would take 5-7 business days. However, after 2 weeks not receiving the check, I called again on XXXX XXXX, I was told check was mailed out on XXXX XXXX, but they mailed to my old address, which I do n't understand because I have been receiving citibank statements in my new address for a few months already. I asked them to stop the old check and reissue me a new XXXX to my new address, which I gave to them over the phone. They said ok. However, after two weeks, I still have not received it, so I called again on XXXX XXXX, asking them to stop the old check and re-issue me a new one to my new address. I have to give them my new address one more time over the phone, since their database still seemed to have just the old one. Again, they asked me to wait for 5-7 Business days. Still no check, so I called again on XXXX XXXX, repeat the same thing, being told the same. Again, on XXXX XXXX, I called, repeated the same thing again, being told the same again. However, on XXXX XXXX, when I called again, I was told, " we have sent you the check on XXXX XXXX, and you have cashed it on XXXX XXXX ''. I said I never received the check, how can I have cashed it? then the person said, " well, if you have not cashed it, you will need to prove to us you did not cash it ''. That made me really mad. 
What kind of customer service is that? 
I have been calling so many times, saying I have not received the check, now you are saying I have actually cashed the check? 
I asked them to send me a copy of the check, which they did. 
The check was not signed. 
How could citibank release fund when the check was not signed? I asked. 
the person said, " well, if that was your own account, we did not require you to sign it to cash it. " How ridiculous is this? 
Now they have handed me over to their Dispute Department, because it was a " dispute amount '' according to them. 
I think there are so many mistakes they have made : 1 ) Sent the check to my old address while my statements are sent to my new address. why they did not check my most-up-date address while issuing the check? 
2 ) customer service is not doing their job at all, as there was plenty time to stop the check. ( recall the check was cashed on XXXX XXXX, and I have called twice in XXXX to ask stop the old check and send a new one ) 3 ) Some people in Customer Service is not professional at all with that kind of remarks and tone. 
4 ) Citibank has huge security flaw, how can the fund with amount of $ XXXX be released without the check being signed with ID verification? 
5 ) It should be so easy for citibank to follow through this check and see where/who has cashed it. yet, now instead they want me to prove to them I did not cash it by post mail me the Affidavit, which could take at least another week to arrive. 
What bureaucracy is this?

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