Consumer complaint received 2026-01-22 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 cash instant transfer to the account. XXXX cash 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 Apple Cash 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 XXXX XXXX, 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. 

On XX/XX/XXXX, i received a response to complaint ID XXXX which included the details above. That complaint had a response from CitiBank indicating that they mailed me a check on XX/XX/XXXX. When I received that check, and I attempted to cash it, it was denied. I then filed another dispute with XXXX cash which is how I transferred the funds initially, in which they replied today and told me that it was denied due to the merchant issuing credit. With that being said, I STILL DO NOT HAVE MY MONEY. 

PLEASE, address this matter thoroughly and quickly. I have been given several directions from Citi Bank by several reps. One rep told me I have to go to a branch which the closest one is nearly XXXX hours from my city of residence. When I called to confirm, the supervisor told me that was incorrect information. ( I have this on video recorded ) With XXXX XXXX, I was told when I filed the new dispute on XX/XX/XXXX that I could provide statements showing my account was closed, and my account would be credited. That was a lie. I spoke with XXXX XXXX today who confirmed yet again that Citi Bank received my deposit. 

I have included the failed check attachments with some others. 

Again, handle it, and please handle it fast. My next approach will be pursuing legal action for far more than Citi Bank has taken from me.

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