Consumer complaint received 2024-06-05
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A. (MD)

This complaint concerns the lack of transparency and needless process of investigation of a simple transaction by Citibank, NA. 
On XX/XX/XXXX, I was approved to send wire transfers through my account. I then sent a wire transfer in the amount of {$250.00} to my son who lives in overseas, which he needed immediately. I received an email notification on XX/XX/XXXX that the transfer was on hold, and if I didnt contact them by XX/XX/XXXX, the transfer would be cancelled. I immediately contacted the bank and went through a series of questions to ensure that the transfer was not due to any duress or fraud. I answered no to all of the questions. I had no problem with that. I was then transferred to another person who asked if I had tried to set up an XXXX account on XX/XX/XXXX. I really could not remember whether I had done that, but because it seemed possible, I just said yes. 
On XX/XX/XXXX, I checked my account, and could not access my account online. I called to find out why, and was told that the transfer was on hold and that they were investigating the wire transaction. I repeatedly asked for an explanation of why that was occurring, but the account representative just kept repeating that the transaction was pending. I asked to speak to a supervisor, named XXXX, who repeated the same thing without any explanation. They merely said that the back office is looking into things and would get back in touch in 24-48 hours. Meanwhile, I was unable to access my account or use my card to access funds. She offered to expedite the review but could offer no other explanation or remedy. 
I am a consultant by profession and paid as a contractor. My income is irregular. When my funds get low, I sometimes turn to friends to help out. This time, I borrowed {$550.00} from a friend, who wrote a check for {$550.00} made out to me with a slight misspelling of my name. I deposited the check remotely and set up the wire transfer. For such a simple name it is often misspelled. This has never caused a problem before. It should not now. Or if it does, why not tell me that? 
Regarding the wire transfer, it was not the first time I have wired money to my son, who has resided overseas for over ten years. I spoke to him via XXXX, so I know it was he and that he urgently needed the money. I thought that after undergoing the fraud review, we would have no further issues. There was absolutely no fraud, duress or any other irregularity. Yet Citibank has found grounds to investigate the transactions and refuses to say why. This has happened before in XXXX of XXXX, with a check sent to me by an insurance company for {$17000.00}, following my fathers death. The check was investigated but never resolved. I ended up having to call the issuer to stop payment and issue the funds electronically. 
It is unjust to go through this repeatedly, especially for such a small amount. I am expecting payment on another check soon and can not have my account pending, or subject to review for reasons not shared with me. I understand the banks need to protect its interests against the rampant fraud out here. But the price I have to pay for that is too high.