Consumer complaint received 2024-12-17
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A. (DC)

I am writing to formally file a complaint against Citibank, due to their failure to process a refund issued to my closed checking account by XXXX. Below are the details of the issue : XXXX. Refund Issuer : XXXX. 
XXXX. Refund Amount : {$710.00} - XXXX XXXX and XXXX dollars with XXXX cents. 
XXXX. Refund confirmation number : XXXX XXXX. Refund Date : XX/XX/XXXX. 
XXXX. XXXX Account XXXX : XXXX Citigold Checking Account. 
XXXX. XXXX XXXX Number : XXXX Complaint Details : On XX/XX/XXXX, XXXX issued a refund XXXX {$710.00} to my closed account due to a concert that the vendor unilaterally canceled. I immediately contacted XXXX and they confirmed the refund was successfully sent to Citibank because the transaction was settled with no chargebacks from Citibank. 

Given that the account was closed, I expected Citibank to issue the refund via check and send it to my registered address on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX However, XXXX months later I have not received the funds despite multiple attempts to resolve this issue. When an account is closed, it is the banks responsibility to identify and appropriately handle any funds sent to the account holder. I provided Citibank with evidence of the refund and followed up on XXXX different calls and XXXX person visit, but no resolution has been provided so far. 

I am seeking the following from Citibank : XXXX. The immediate release of the refunded amount of {$710.00} via check to my current home address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

XXXX. A detailed explanation of the reason for the delay in processing this refund. 

Steps Taken So Far : XXXX. I contacted Citibanks customer service line XXXX times : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but despite these multiple attempts, the issue remains unresolved. 

XXXX. I provided proof of the refunds confirmation number XXXX which confirms that the refund was successfully sent by XXXX on XX/XX/XXXX. 

XXXX. On XX/XX/XXXX, I went to a physical Citibank location on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the service professional instructed me to contact the bank via phone again. 

XXXX. As of today, XX/XX/XXXX, almost XXXX months later, Citibank has not taken any action to release my funds. 

Reason for Escalation to the OCC : Citibanks inaction and lack of resolution violate its responsibility to appropriately handle funds sent to a closed account. Their failure to address this issue promptly and transparently has caused unnecessary frustration and inconvenience. 

I respectfully request the OCCs assistance in investigating this matter and ensuring Citibank takes the necessary steps to resolve it and provide my funds. 

Attachments : Attached to this complaint are the following : XXXX. Communication from XXXX providing the refunds transaction number. 

XXXX. Communication from XXXX confirming that the refund was already settled without any chargebacks from Citibank. 

XXXX. Communication from Citibanks dispute department informing that they are refusing to investigate the dispute due to the passage of time since the date of purchase. 

XXXX XXXX XXXX : Please contact me via XXXX or XXXX if additional information is required or to provide updates on the progress of this complaint. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX