Consumer complaint received 2025-05-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
My Citibank checking account was closed. I had already changed banks, but my direct deposit from my employer was sent to the close city bank account. The money was accepted by Citibank. I never saw the money. I didnt get the money back when I called Citibank . They stated that they sent it back to my employer XXXX XXXX XXXX my employer Stated that was not true. They never received the money this went on and on for over a week the back-and-forth it was ours of phone calls I go into the branch they said they could not help me. I requested the closed bank statements. They said they can not give them to me when I call. They also stated that I was unable to receive help from anyone but the security department. When I called the security department, hes kept me on the phone for over a half hour while only verify my name my social and my account number and then he wanted my debit card number as well. I couldnt provide that because I dont carry around two-year-old cancel debit cards. I offered to do a line of questioning to validate my identity like the last Citibank agent had and he wanted to use my old phone number that has been disconnected for well over a year now due to being a victim of XXXX XXXXXXXX. I had to change all that information he refused to help me any further and would not give me any answers. The lady prior to him did confirm that there was a deposit into my Citibank account and that the people in the security department were gon na be able to help me. This was far from the truth. He was very rude to me after I told him my name and my social he demanded to talk to the owner of the account probably because I have a masculine or typically a males name. He was extremely rude to me during the whole conversation, which wasnt much because he would take Five minute pauses between anything hed say he told me he would have them reach out to me to update me about the account I dont know who they was and I also dont know how he was going to contact me by phone since he wouldnt take my phone number or update it. I simply stated to him. I wasnt trying to do anything other than understand where the money went Who I needed to contact and what documents forms or place did I need to go. I gave him my phone number that was registered to me. My name XXXX phone number and he asked me if this was the USA number. stated it was very much so a US number it starts with the country code one so I believe it was a US number any other information other than its registered my name, US country code and a local area code and prefix to the city that I live in. He was rude. When I asked him. What was it that I could do in order to help him further this conversation along again silence no response. I asked to speak with a supervisor he was reluctant. Did not want to put one on Phone argued I requested a supervisor again or anybody else. I said I didnt even have to be a supervisorhe put me on hold for an extended time came back put me on hold again and disconnected the line he may have dropped the call not totally sure, but yet he never called me back. All these calls have taking up so much time I started phone calls at XXXX XXXX. It is now almost XXXX XXXX and there have been several other incidences other than this one, but Id have to say this is probably the worst one so far all I want to know is where the money was sent to deposited transferred lost used and who I need to contact about it. I just need some direction from the bank and they are refusing and have been since XXXX  2023.

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