Consumer complaint received 2025-12-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
Back in XXXX of XXXX, I opened an account with Citi Bank. I was sent an email in XXXX stating that if i did not make a deposit within the week, the account would be closed. On XX/XX/XXXX, I transferred {$1000.00} as an XXXX XXXX  instant transfer to the account. XXXX XXXX  charged me {$15.00} as a transfer fee which made the transfer debited to the account {$980.00}. 

Also on XX/XX/XXXX, I opened the mobile banking app and could see the balance, and contacted a Citi Bank rep who assisted me with resetting my pin number for my debit card. There was no mentioning of the account closing. 

On XX/XX/XXXX, I attempted to use my debit card, and it declined. I contacted Citi Bank in which they told me the account was already in the process of closing when I made the deposit, and that I would have to wait on a check to be mailed. The rep was able to confirm the amount as well as apologize for the inconvenience. I must admit I was hysterical and could not go to a branch due to not having one within XXXX miles of my hometown. 

On today, XX/XX/XXXX, I called Citi bank to check the status. I was then told by a rep that the transaction never went through which is clearly a lie. I have the XXXX XXXX instant transaction ID, mentioned that there should be notes on the account and that I was happy to provide that proof. I was repeatedly told that the transaction never cleared, that I would not be paid, and to contact XXXX XXXX XXXX. On XX/XX/XXXX, I also contacted XXXX XXXX XXXX in which they confirmed the payment was not returned. The {$980.00} is not in my balance, has not been returned to apple cash, and was promised to me in the form of a check or a temporary reopen on the account. The funds were never provided. 

This was my first attempt at banking with Citi Bank, and I do not wish to have any further relationship with them due to several accounts : 1. the deposit should not have gone through if the account was closed unless my account was in the negatives and I owed money. This was not the case.

2. If it was returned, it should have reflected in my apple cash where it was pulled from.

3. if the account was closed, or still subject to being closed, the rep should have mentioned that when assisting me with resetting my pin on XX/XX/XXXX. 
4. If there was a check promised to me, there should have been notes on file, and I should have been provided with estimated details of the transaction.

5. I asked on several occasions via phone and chat, with approximately 8 representatives that I had to speak with for this to be escalated to research and for me to be provided with a ticket number in which I was never provided. 

It is the holidays, and life is hard enough to live when you work from paycheck to paycheck to make ends meet. My claim was not handled with care, was not handled accordingly, and I expect my funds to be returned. I do not advise anyone o bank with Citi Bank as accounts nor customers are treated as a priority. I am typically not one to waste my time ; however, {$1000.00} is a little more money than I care to forget about.

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 monetary relief