Consumer complaint received 2019-08-06
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Hi- I opened a Citibank Accelerate Savings account # XXXX on XX/XX/XXXX. I initially linked a Checking account to fund the account with {$500.00}. I verified this account with trial deposit information. 

Later on XX/XX/XXXX, I requested to add 3 additional savings account for external transfer ( CIT Bank, XXXX XXXX   and XXXX XXXX XXXX ). On XX/XX/XXXX I verified these accounts via trial deposit for transfer and they were enabled for external transfer. Once the accounts were enabled for transfer I requested a transfer of {$15000.00} from CIT Bank {$150.00} from XXXX XXXX On XX/XX/XXXX Citi Bank attempted call me at XXXX with a potential fraud concern and left me a voice mail and I called them back at XXXX. On this call the representative routed me to the security department and they verified my identity, they confirmed that the both the account with the transfers belonged to me. They informed that they wou d need to verify my account with CIT Bank through a 3 way call with CIT and they would call me back and I should stay near my phone. Before I made the call they went ahead and cancelled my {$15000.00} transfer from CIT Bank and suspended my ability to make interinstitution transfers ( both at XXXX ). The {$15000.00} had been debited from CIT bank on XX/XX/XXXX ( per CIT Bank posted transactions ) by Citibank. 

On XX/XX/XXXX, As I did not receive a call back from Citibank I contacted them again at XXXX. During this call again a rep verified me and passed me on again to the security team, the same story again that they would need to verify my account with CIT bank and they cant do it while on the phone and that they would need to initiate the call. I told them I was unhappy about the fact that my money was debited and they cant tell me how or when they can resolve the problem. They promised to call me back quickly and asked me to keep my phone close to me. I did not receive a call back. I was genuinely worried about the missing {$15000.00} and kept checking my accounts daily to hoping that there was a resolution. 

On XX/XX/XXXX, I saw a pending return transaction for {$15000.00} on CIT bank and then I again contacted Citibank at XXXX to ensure my account was put back in good standing. This time the rep I spoke with was more understanding, but said until the return transaction is confirmed they cant remove the block on my account, but once this return is confirmed that should automatically verify the account. And he expected it to happen the next day. I received an email from Citibank on XX/XX/XXXX at XXXX XXXX   informing me that my inter institution transfer was restored. I immediately initiated a same day transfer out for the {$650.00} in the account to XXXX XXXX XXXX account with the intent of closing the Citi account once the transfer was complete. This was posted to the XXXX account on XX/XX/XXXX. 

Citibank account still continues to show this transaction as in progress when I checked on XXXX. I called Citibank on XXXX to close my account and they put me on hold for 25 minutes while they researched and came back and informed me that my account was on hold and they need to verify my CIT account again. They will be unable to close my account without verifying the CIT bank account. I informed the rep that I did not have a pending transaction with CIT bank and since I am not interested in continuing my relationship with Citibank they don't have to worry about verifying the CIT Bank account for funds transfer. The rep informed the only way i can close the account is by calling next day and verfying the CIT Bank account. 

I am worried that Citibank is going to use this as pretext to reverse the {$650.00} in progress transaction with XXXX XXXX and keep this account perpetually open or keep charging me monthly fees. They also left the {$15000.00} in settlement account instead of crediting my account, putting it on hold while they verified the account and paying me the promised interest. I would like CFPB to help escalate this complaint and close this account. Also I would like Citibank to compensate me for lost interest and time over the past two weeks trying to resolve this entire situation over the past 2 weeks.

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