Consumer complaint received 2024-07-29
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: CITIBANK, N.A. (CA)

Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Citibank regarding a series of troubling issues I have encountered with their services. As a customer, I have experienced significant delays and unhelpful responses in relation to transferring funds between my accounts, which I find unacceptable.

Incident Details : Medical Condition and Necessity : Due to a recent jaw fracture, I am immobilized and unable to handle physical tasks. This situation necessitated that I conduct all my banking transactions online.

Transfer Details : I have accounts with both XXXX XXXX  and Citibank. 
On XX/XX/year>, I transferred {$1.00} from my XXXX XXXX  account to my Citibank account, which was processed without issue. 
On the same day, I transferred {$4900.00} from my XXXX XXXX  account to my Citibank account, which was also processed immediately. 
On XX/XX/year>, I attempted to transfer an additional {$5000.00} from my XXXX XXXX  account to my Citibank account. While this amount was deducted from my XXXX XXXX account, it remained in " pending '' status in my Citibank account the following morning. 

Additional Transfers : I also attempted to transfer funds from my Citibank savings account to my checking account. Despite this being an internal transfer, it also remained in pending status. 

Historical Context : In the past, I have never experienced issues with Citibank for transfers of any amount, including internal transfers between Citibank accounts. This includes transfers between checking and savings accounts, which were previously smooth and without delay. 

Advice from Citibank : Citibank advised me to open both a checking and a savings account, suggesting that the savings account is safer despite offering a minimal interest rate. I followed this advice, maintaining a small amount in checking and transferring the majority to savings for safety. 

Customer Service Issues : Upon contacting Citibank via online chat, I was initially informed that the pending transfers could take up to XXXX hours to clear. When I pointed out that the service was supposed to be instant, the representative assured me it would be resolved in XXXX minutes. However, the issue persisted. 
I called Citibank customer service and was told there were insufficient funds, which was inaccurate since I was merely inquiring about the status and not requesting physical cash. They also held my internal transfer funds without justification. 
When escalating the issue to a supervisor, I was not provided with a case number and was repeatedly asked the same questions. The supervisor eventually ended the call without resolving the issue. 
Concerns : Non-Compliance with Transfer Standards : The delay in processing an internal transfer and funds from another bank account, despite the service being marketed as instant, raises questions about Citibanks adherence to industry standards.

Customer Service Failure : The inconsistent and unhelpful responses from Citibanks customer service, including incorrect information and a lack of resolution, have caused undue stress and inconvenience, particularly given my medical condition.

Request for Investigation : I request that the CFPB investigate Citibanks adherence to banking regulations and their handling of this situation. I seek assurance that Citibank will follow appropriate procedures, provide timely service, and address these issues adequately. 

Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution. 

Sincerely, XXXX XXXX @ XXXX XXXX XXXX XXXX, XXXX, CA XXXX Cell : XXXX XXXX XXXX