Consumer complaint received 2022-01-03
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My complaints against Citibank, specific locations supplied below : Citibank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX Fax : ( XXXX ) XXXX XXXX ext. XXXX CITI XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, Texas XXXX ( XXXX ) XXXX Saturday, XX/XX/XXXX, I applied ( via phone ) for Citi Priority Checking Account. 
As part of that process, I was emailed some forms to sign from Citi on that same day. A big reason for me choosing Citibank was for their Welcome Checking Cash Bonus Offer. 

Upon completion of the signup process, I was not provided the terms and conditions of the Welcome Checking Cash Bonus Offer electronically or via weblink. Nor was I supplied written proof that I was enrolled in the Welcome Checking Cash Bonus Offer. I called again and again was not offered the terms and conditions when requested but was offered verbally the promotional ID/code. I was told I would have to wait to receive them by mail which was eventually received the first week of XX/XX/XXXX ( I still have this paperwork ). 

First week of XXXX I observed that Citibank had opened not only a checking account, but also a savings account ( that was not needed, nor requested ). 

XX/XX/XXXX I observed that I successfully deposited {$50000.00} into my checking account and that taxes were taken out from the interest in my checking account. I called customer service and was told taxes were withheld because they did not have a W-9 form. They offered me no electronic ( email or on-line means of completing the W-9 form at that time and said I had to mail or fax the form. On XX/XX/XXXX I faxed a completed W-9 form. I called back on XX/XX/XXXX and was told to call back a few business days later. Note : I still have the original W-9 form that I faxed and the confirmation page from the fax machine that I sent it from. 

XX/XX/XXXX I called back again to confirm Citi received my W-9 form which did not show in their system. I then requested for Citi to close the savings account and made them add notes to ensure they do not close the checking account and I did NOT want to invalidate my Welcome Checking Cash Bonus Offer. 

XX/XX/XXXX @ XXXX XXXX I spoke with XXXX XXXX She told me that my checking account was closed and they do not see my W-9 form in the system. She escalated the phone call to her supervisor ( XXXX in New Account Service Department ). He could see in the notes that customer requested the savings ( not checking ) account closure. He could not tell me where my {$50000.00} was at! Only that the money would be mailed in a check to me and that he was opening an internal investigation. I was told to call back the following Monday or Tuesday. This call was 30-45min duration. 

XX/XX/XXXX I received my check for {$50.00}, XXXX in the mail. 

At some point between XX/XX/XXXX and XX/XX/XXXX my Savings account was closed and my Checking account was re-opened ( Citi never told me they were going to make these changes or asked if this would be what I would want or desired, nor did they proactively inform me of this change ). Perhaps this was to cover up their mistakes. 

XX/XX/XXXX I called to get the results on the internal investigation. I spoke with XXXX @ XXXX XXXX. He told me to call New Account Services at ( XXXX ) XXXX ( he was not able to transfer the call ), which I did immediately and eventually got through and escalated the call to a manager ( XXXX ) who put me on hold multiple times. Eventually I was on hold for a long time and the call was disconnected. Call was over XXXX minutes in duration. 

XX/XX/XXXX @ XXXX I went to a physical Citibank ( XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX ) and spoke with manager XXXX XXXX I explained my situation and he said he could not do anything at that time and would call me tomorrow. A few days later he called me and told me that since I do not have money in my checking account, I do not qualify for the Welcome Checking Cash Bonus Offer and there is nothing he can do to retroactively fix the dates back to when Citi closed my account ( without my permission/consent ) thus getting out of the Welcome Checking Cash Bonus Offer agreement and avoiding owing me {$700.00} per its terms and conditions. 

XX/XX/XXXX I observed the following false advertisement ( click bate ) for Citibank. 
XXXX XXXX XXXXXXXX Advertisement banner add shows {$1500.00} bonus with {$50000.00} min opening balance. 
When clicking Learn more one can see that bonus is NOT {$1500.00} for $ XXXX but is for {$700.00} ( thus false advertising, click-bate ). 

XX/XX/XXXX @ XXXX I was told that Savings account was closed but checking account was open and both have a zero balance. I requested that they both be closed. Later on I did receive written confirmation that both accounts were finally closed. 

XX/XX/XXXX I received a letter from Citibank. They state that still have not received IRS form W-9. They also state If we do not have a current certification of your tax status, U.S. law requires us to backup or FATCA withhold on all interest income earned on your account ( s ). The interest of concern is less than {$1.00}. But I do not want any consequences with IRS FATCA ( Foreign Account Tax Compliance Act ) but I in good faith have attempted multiple times to resolve the W-9 problem with Citibank and have spend many hours at this point on the phone or at their branch office. 

I find from all of this interaction history stated above to be very troublesome for what should have been as simple as opening a checking account per the agreed terms and conditions. I feel that Citibank is harassing me at this point or using retaliation tactics. They reneged on an agreement that would give me {$700.00} and inflicted emotional distress over the duration of the above interactions. 

Above shows my last few months of XXXX interacting with Citibank. I had used Citibank Credit Card services for over 20 years but in light of the few months trying to establish a Checking and Savings account these past few months, In good faith I had to cancel all of their products after getting no resolution.

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