Consumer complaint received 2024-02-20 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: WI

Complaint narrative:
On XX/XX/XXXX I tried to move a small sum from my Citibank savings to my Citibank checking/debit account. It would not allow me to do that. After many attempts I finally spoke to a representative. That representative informed me that my account was inactive ( there is over $ XXXX in the account, it has received monthly interest payments, but I haven't moved any money from the account because it was put there based on an incentive that was offered by Citibank for an additional percentage of air miles tied to my Citi credit card through XXXX XXXX. They stated I could visit a branch to get the account activated or submit a letter to their XXXX XXXX XXXX XXXX. Given the nearest branch is nearly XXXX hours away - I submitted the letter with the specific information they asked me to include. They informed me that the account would be activated within 48 hours after receipt of the letter. I submitted the letter via priority mail through the United States Postal Service on XXXX. Based on the tracking information, which was provided to Citibank numerous times, the letter was delivered on XXXX at XXXX to the mail room. I followed up the next day to be sure they had received and customer service said that they didn't see any update from the back office but that it normally takes 48 hours. I waited until XX/XX/XXXX to follow up again, since the account was still inactive. The supervisor ( XXXX ) told me they had nothing from the back office so she would send a request for response. I then waited 72 hours and called back on XX/XX/XXXX since nothing was resolved and the account was inactive. I was told by the supervisor ( XXXX ) the they had not received a response from the back office, so he said he would send another request for update. He also told me he would have a manager contact me in XXXX hours. I heard nothing from them. I followed up again on XX/XX/XXXX and spoke with the supervisor ( XXXX XXXX who said the office was closed for XXXXXXXX XXXX XXXXXXXX XXXX and to call back on XX/XX/XXXX. I called back on XX/XX/XXXX and spoke with the supervisor ( XXXX ) who told me they had heard nothing back from the back office. She said she would send another request. I asked her to get someone from the back office on the phone so we cold resolve in a three way conversation. She informed me that the back office did not take calls. I told her I wanted to talk with a manager and she said they don't take calls that those had to be scheduled and that a manager would call me in 24-28 hours. I told her that I didn't get a call the last time that was promised. She said that was all she could do. So now we are XXXX past the initial attempt to transfer money and Citibank has and is not showing any attempt to allow me access to funds that belong to me. The tracking number from the USPS is XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief