Consumer complaint received 2022-10-23
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I opened an account with Citibank for a new checking account. I signed up for the Citibonus account in which I qualified for and met the incentives for yet I never received the bonus. 
I transferred my savings money from my longtime local credit union account into my Citibank account. I chose Citibank because I thought it would be a more trustworthy bank to work with and would keep my money safe. From the end of XX/XX/XXXX to XX/XX/XXXX, I built up my account with Citibank. During this span of time, I sold my home and maintained over XXXX which soon after I was given a nice incentive via email, I was eligible to upgrade to Citigold Services with a dedicated Citigold finance team which I excitingly joined. On XX/XX/XXXX, I went under contract for a new home and transferred internally an additional XXXX on top of my already XXXX to my Citibank account in order to purchase a new home. I wrote a XXXX check on Friday XX/XX/XXXX for earnest money for the attorneys office. By Monday XX/XX/XXXX I received an email my account was closed effective immediately. I spent Monday XXXX hours on the phone with foreign Citibank representatives telling me their hands were tied and I would maybe receive my money ( IF any was remaining ) in XXXX days in check form in the mail. I was then told to wait XXXX hours to call back to find out why this happened. I told them I wanted my money expedited and that I had moved and would need to update the address they were mailing my check to. They said they would make a note on my account. 
As for my home I was under contract for, I had to call the lender and attorneys office to warn them the check may bounce because Citibank suddenly closed my account. After not sleeping for days over the emotional distress over this situation I contacted Citibank again only to spend another several hours being given the exact same information as day XXXX. No one would or could help me and would give me XXXX information. At this point I realize my money has been stolen for all I know. I have now become a victim to Citibank and its unethical behavior by the withholding of my money. They do not care nor will respond. This is pure and utter negligence on their end. All calls were handled via foreign representatives who had difficulty speaking XXXX and would not give me information about my account and my money. They all read off a script. I was hung up on, mistreated by a man speaking over me and down to me, as well as treated and spoken to like a criminal by countless Citibank representatives. 
Citibank refuses to acknowledge calls and responded in a robotic automated email to my formal complaint made to the XXXX of XXXX saying they can close any account at any given moment without reason and without advance notice as they please and they can do this because its in their client manual. This response is negligent and unacceptable. I appealed the response from Citibank to the XXXX of XXXX and sent a fax and letter to the XXXX of XXXX and never received any response. The FDIC will not help me. 
I had to cancel my contract on my dream home and lost over {$1200.00} in appraisal fees and inspection fees because I could no longer abide by the contract or afford to get the home with my money Citibank is withholding. I have been staying with friends and family as a result until my money is returned. I have been victimized, stolen from, targeted, and discriminated by Citibank and its representatives. I want my money returned immediately. This has destroyed my life, and I have lost countless hours of time from my life. The emotional distress this has taken over myself and family I support has taken a major toll on me. This is despicable that a bank can wipe out a single moms account like nothing without notice and without reason literally overnight. This is illegal, immoral, unethical, and outright theft. 
Citibank will not tell me how much money is showing in my account that is due to me when they closed the account effective immediately the day of notice. They will not expedite my money back to me as mentioned in their original email saying they were closing my account on XX/XX/XXXX, as well as they will not update my mailing address to mail me my check for my remaining funds. They will not tell me why my account was closed suddenly without any notice. They will not give me a bank statement. They gave me XXXX information and will not give me my money back and are withholding my funds without my consent.

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