Consumer complaint received 2022-09-22
Company: CITIBANK, N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX, I deposited a promotional check sent to me by XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX offered to use the check for any amount I needed up to the credit limit. I need to pay taxes on XX/XX/XXXX, so I tried to deposit a {$10000.00} check on my Citibank Account using the Citi XXXX on my XXXX. When I try to deposit the check, Citi XXXX prompts me with a message advising me that an error occur and to try again later. Since I needed the money, I went to the Citibank branch directly, and the check was deposited. 

On XX/XX/XXXX, I received an email that said : We periodically review customer accounts and assess account activity. Based on a recent review of your REGULAR CHECKING account, we found that you have violated the terms of your account per the client manual. As a result, your REGULAR CHECKING account and any other Citi accounts you have will be closed within 60 days of the date of this communication. 

On Saturday, I received a call from XXXX XXXX XXXXXXXX requesting to confirm the check, and I proceeded to verify the check. 

On Monday, I went to the bank to find out what had happened. It appears that Citi XXXX accepted the check that I attempted to deposit on my XXXX after all, and it looks like if I tried to deposit the same check twice, that violated the terms of your account per the client manual in the bank 's eyes. In my eyes, I never attempt to deposit the same check twice ; I only follow Citibank XXXX instructions to deposit the check later. 

Since I have a credit line available, XXXX XXXX XXXXXXXX pays the check twice and charges {$20000.00} to my credit card balance. 

So, on Monday, XX/XX/XXXX, I had a balance of more than {$27000.00} available but was blocked. I went to the branch and spoke with the manager, explained everything, and told her that I needed to pay taxes to the IRS. She allowed me to withdraw {$13000.00}. She told me that I would get the rest after investigating what happened and that it could take 60 days. 

Sixty days passed with no clear answer from Citi. I spoke with XXXX XXXX XXXX, and in repeated conversation, they told me everything was right. The check was paid twice, as it is reflected in my credit card statements with all the corresponding charges for check utilization and the amount requested. 

After 60 days, I wrought a presidential complaint, explaining what happened. They answered with a letter explaining that my account was closed. Not only that, but my wife 's account and saving account were also closed. Every time I asked for my money, they told me that I would get it " anytime now ''. That never happens. 

This week will be 160 days since Citibank took my money, and in a call last week, I was informed that they would not give me back my money, but no clear explanation was given, only that it was not mine, but they dont know who the owner of the money is. Again, I went to XXXX XXXX XXXXXXXX to see if there was a problem at their end, and the answer was no problem whatsoever. 

So, Citibank closed my accounts, kept more than XXXX dollars for no reason whatsoever, and gave me no resources available or way to get my money back.

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