Consumer complaint received 2025-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
On XX/XX/year>, I opened a new Citibank account ending in XXXX because I suspected my previous account ending in XXXX had been compromised. After opening the new account, I moved my funds manually from the old account to my XXXX XXXX  and then deposited them into the new account. Specifically, I withdrew the full balance of \ {$380.00} and an additional \ {$900.00} from account XXXX and transferred both amounts into my XXXX XXXX. 

I then deposited the same funds into the new account ending in XXXX via XXXX XXXX and XXXX. I contacted Citibank customer service under reference code XXXX and confirmed that both withdrawals, \ {$380.00} and \ {$900.00}, were posted to account XXXX on XX/XX/year>. I was told there were no pending transactions and that the account had a remaining balance of \ {$2.00}, confirming that the full funds had been withdrawn successfully and nothing was left except for that small amount. 

However, on XX/XX/XXXX and XXXX, Citibank charged my new account XXXX a second time for the same amounts : \ {$380.00} and \ {$900.00}. These transactions appear as if they were withdrawn again, even though the original withdrawals were already completed, moved to XXXX XXXX, and manually deposited into the new account. The XXXX XXXX transactions only occurred once. The fact that these identical amounts have been debited again is a clear error on Citis part and has led to my new account showing a negative balance of \ {$610.00}. 

In account XXXX, I made two deposits : \ {$900.00} from XXXX XXXX and \ {$39.00} from XXXX. I also made XXXX purchases : \ {$51.00} at XXXX, \ {$170.00} at XXXX XXXX, and \ {$40.00} at a gas station using XXXX XXXX. These purchases in no way account for the current negative balance, further confirming that duplicate charges have been posted in error. 

I also contacted Citi regarding another account ending in XXXX under reference XXXX. I deposited \ {$390.00} into this account, which included the \ {$380.00} mentioned earlier plus a small remaining balance from XXXX XXXX. However, when I followed up, the agent informed me that the account had a \ {$0.00} balance, and the deposit is unaccounted for. I have requested a full statement or transaction history for this account because the funds appear to have disappeared with no explanation. 

At this point, I am requesting the following : First, the immediate reversal of the duplicate charges of \ {$380.00} and \ {$900.00} on account XXXX. Second, a full investigation into the missing \ {$390.00} deposit into account XXXX. And third, access to full transaction history and statements for all Citi accounts Ive held over the past six months, including accounts ending in XXXX, XXXX, and XXXX. 

This situation has caused me significant financial disruption. I have been unable to pay my bills due to the false negative balance created by these duplicate charges. Furthermore, the stress and uncertainty surrounding the safety of my funds have created emotional and mental hardship. Despite reaching out to Citi support multiple times, I have not received a satisfactory explanation or resolution. 

I have proof that the XXXX XXXX transfers were only made once, yet XXXX systems have posted them twice. These transactions all occurred within XXXX own ecosystem ( between Citi accounts via external wallets ), and yet the bank has failed to accurately process and reconcile these movements. This is not only unacceptable but could potentially be considered a violation of consumer protections. 

I am asking the CFPB to investigate Citibanks handling of this situation and ensure that my funds are properly restored, duplicate charges are reversed, and I am given full visibility into my account history and activity. I believe this is a posting or system error that needs urgent correction and accountability. 

I have attached the screenshot from my XXXX XXXX  showing the deposits and withdrawals from and to Citi

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 explanation