Consumer complaint received 2023-06-24
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A. (NC)

I am filling this compliant regarding Citibank closed my saving account and refused to send me the funds remaining in my account. 

I opened a new Citibank Accelerate Saving account back in XXXX and successfully deposited $ XXXX on XX/XX/XXXX from my XXXX XXXX XXXX  saving account. On XX/XX/XXXX, I received an email from Citibank that my account will be closed within 60 days. The email simply states : Based on a recent review of your account, we found that you have violated the terms per the client manual. There were no specifics given in the email as to what terms exactly I violated. I contacted Citi twice on XX/XX/XXXX and XX/XX/XXXX, both Citi representatives quoted the same statement in the email without adequate explanation why the account is closed. When I asked them how to get the remaining funds back, they said I will be receiving an mail with detailed statement and a check of the remaining balance, which is around {$15000.00}. 

Ok, no problem. But after patiently waited for 2 months, I still have not received anything from Citibank as of XX/XX/XXXX, so I called them again and this time they told me I will not be getting a check of the remaining balanced on my closed account. Instead, they asked to me contact XXXX XXXX XXXXXXXX where the funds originally came from, and they need XXXX XXXX XXXXXXXX to file a Hold Harmless Claim and return the remaining balance to the original account. Again, there were no explanation from Citi representatives as to why they can`t just return the remaining funds to me, which is legit deposit from my funds in XXXX XXXX XXXX XXXX 

Anyways, I contacted XXXX XXXX XXXX  for this request of filing Hold harmless claim. After talking to 5 different agents in XXXX XXXX XXXXXXXX claim department, which took me almost 4 hours. I got the same answer from them that XXXX XXXX XXXX can not file a Hold Harmless claim for the XXXX XXXX fund transfer to Citibank, because the fund transfer was totally legit and no implication of fraud, it was made by myself and was successfully deposited to Citibank account. XXXX XXXX XXXXXXXX states that Citibank should return the remaining funds directly to me, because it`s my money in Citibank account. If Citibank suspects any fraud involved in this transfer, XXXX XXXX XXXXXXXX expects Citibank to contact their fraud department and provided a contact email address. 

In the following days, I made numerous calls to Citibank again, informed them of the response I received from XXXX XXXX XXXXXXXX, but all in vain. Citibank refused to contacXXXX XXXX XXXX XXXXXXXX fraud department to request a claim, and Citibank Deposit Risk team still insists XXXX XXXX XXXXXXXX to contact them to file a Hold Harmless Claim for a legit funds transfer from XXXX XXXX XXXXXXXX perspective. Citibank again refused to return my funds back to me on the closed account. 

As a consumer, I`ve done my due diligence and spent tons of hours working with Citibank trying to get my money back, but ended up being putting into a hopeless position by Citibank where I run out of ideas how to get my {$15000.00} funds back. Citibank closed my account and hold account balance since XX/XX/XXXX with no reasonable explanation, and made the process impossible for a consumer to get their legit hard-earned money back. I sincerely hope CFPB can help in this situation with Citibank and and get my funds back. 

Thank you so much