Consumer complaint received 2017-05-15
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
O n  X/X/17 , Citibank ema iled a letter to me asking to cash an official check indicating, this can be easily resolved by simply depositing the check or requesting a replacement.     O n  X/XX/17 , I deposited the check at  XXXX  ATM, but re ceived a letter from chase saying that that  XXXX  could not accept a check that is over 6 months old and direct me to ask the Citibank to re-issue the check.     On   X/XX/17 ,  I called the person who open the account for me,  XXXX   XXXX , at  XXXX   XXXX   XXXX , CA location.  XXXX   XXXX  told me who could not do anything for me.  One w ould hope that the banks representative that opened your account would be there to help later. Some call it the moment of truth.  XXXX   XXXX , however, was not willing to assist me at all. I explained to  XXXX   XXXX  that I already spoke with Citibanks customer service and I was informed that the cashiers check has not been cashed and a new check needs to be issued at the local branch.     O n  X/XX/17 ,  I visited Citibank office in  XXXX , CA that is closer to my work. I met with  XXXX   XXXX .  XXXX   XXXX  was not able to resolve my issue and said she will update me with the status on the following day, Friday ,  X/XX/17  and will expect to have it resolved by Monday,    X/X/17 . D espite her promise,  XXXX   XXXX  has not called me at all. My calls to that branch would always be forwarded to  XXXX  customer service that in turn would not be able to assist me.     After waiting for over a week for  XXXX   XXXX  response,  on  X/X/17 , I  called  XXXX  customer service at  XXXX  and placed a complaint #   XXXX    XXXX   XXXX   XXXX   XXXX  with  XXXX   XXXX ,  XXXX   XXXX .  XXXX   XXXX  assured me that an email will be sent immediately to  XXXX , CA branch,  XXXX   XXXX , and the branch  XXXX  and that I will receive a response shortly. To this day, I have not heard back from anyone at that branch.     O n  X/X/17 ,  I went to  XXXX  Bank branch in  XXXX , CA, my current bank. I spoke with the assistant branch  XXXX ,  XXXX   XXXX , about my inability to resolve this issue with Citibank. She encouraged me to get in touch with Citibanks corporate office and to file a complaint with the government.     O n  X/XX/17 ,  I visited  XXXX  location in  XXXX   XXXX , CA. I asked  XXXX   XXXX  to see the branch manager,  XXXX   XXXX , but even though she had no clients in her office, I was told she could not meet with me.     As you can see from above exchange, Citibank and its representatives have been impossible to deal with and have been deceptively promising to call me back with no intention of doing so. Since the Official Check has initiated from my own account and is payable to myself, there is absolutely no reason for Citibank to refuse to help me and treat me in the condescending manner.

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