Consumer complaint received 2024-10-23
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A. ()

I am filing this complaint regarding the wrongful closure of my Citibank account and the withholding of my funds. I opened this account during my visit to the U.S. to facilitate easier transactions, as using my XXXX  account in the U.S. incurs high transaction fees. The branch manager was informed of my travel purposes when I opened the account, and I deposited {$100.00} in cash, received {$1500.00} through a transfer from a friend, and successfully made a wire transfer of {$200.00}. The total balance in my account, after deducting the wire transfer and its fee ( XXXX $ ), should be {$1400.00}. On Friday, XX/XX/year>, I attempted to purchase an XXXX from an XXXX XXXX, however my card was declined. A few moment later, after leaving the store, I tried to send {$300.00} to a friend who opened an account at the same Citibank branch on the same day with me. He is also visiting the U.S. with me, and I was reimbursing him for shared expenses such as dinner and hotel payments. However, my transaction was declined, and I was logged out of my account. After multiple attempts, my account was blocked. I immediately called Citibank to resolve the issue, and they informed me that the block was a precaution due to suspected fraudulent activity. I confirmed the legitimacy of the {$300.00} transaction, and they unlocked my account, advising me to retry the transfer. However, upon attempting the same transaction, I was logged out again, and this time I received an error stating that the username and password did not match. When I contacted Citibanks toll-free call center, I was told that they were conducting maintenance, which could explain the issue. However, a later conversation with another representative revealed that my account was being closed. 

In response, I travelled from XXXX  to XXXX and visited my Citibank branch in XXXX XXXX on XX/XX/XXXX to seek assistance. Unfortunately, the branch staff were unable to help, claiming the issue was from the back end. Since then, I have been in constant communication with Citibank, attempting to resolve the matter. On XX/XX/year>, I spoke with a Citibank representative named XXXX, who informed me that Citibank would not return my {$1500.00}, as they flagged it as a potentially fraudulent transaction. I requested him to give me this in writing, to which he said he is not allowed to do so. This amount was transferred to me by a friend through XXXX, a third-party service, from his XXXX XXXX account . My friend has confirmed that the funds were debited from his account and transferred successfully. Citibank insists my friend must initiate a reversal, but XXXX XXXX  confirmed that Citibank must handle the reversal since the funds were already debited. 

Earlier, I informed Citibank that I have a flight back to XXXX on XX/XX/year>, and will not be able to receive any check after 60 days, but they still refused to act and now they are saying I won't be receiving any money back after all because the money I received ( XXXX $ ) was not a direct deposit and is flagged fraudelant. I have tried my best to resolve this through Citibank, but they continue to withhold my money unjustly, leaving me without access to my funds. While I am here on a trip, my last few days of vacation have been occupied with back and forth calls with their representatives and figuring out how can I get access to my very own money. 

Actions I have Taken : XXXX. Contacted Citibank via email on XX/XX/year>, and received a reference number from the XXXX XXXX XXXX : XXXX XXXX. Called Citibank multiple times, including the call with XXXX on XX/XX/year>, who also refused to provide me with the reference number to my case, which I have received later via email by their XXXX response unit. 
XXXX. Reached out to my friend and made him reach out to his bank ( XXXX ), who confirmed that Citibank must take action to reverse the funds if necessary. 
XXXX. Visited the Citibank branch in New York in person on XX/XX/XXXX, but they were unable to assist.