Consumer complaint received 2025-04-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: RI

Complaint narrative:
XXXX XXXX, Please find attached an XXXX summary of the transactions for my " overdrawn '' checking account. I have conducted a full reconciliation of all credits and debits, and as I have stated multiple times, the account should reflect a {$0.00} balance. 

It appears that your institution is double-counting numerous pending transactions, both against available balances and again once they are posted. This practice is highly concerning, particularly given that overdraft fees could potentially be assessed on what amounts to duplicate accounting. It also unnecessarily reduces customer funds availability, which may result in undue hardship and, in some cases, unlawful fee collection. I have also taken the liberty to take a screenshot from the Citi mobile app demonstrating this. As far as transactions that have been 'posted ' for XXXX days the current balance/available balance of the account is off by hundreds of dollars. 

From the inception of this account, I have noticed inconsistencies in Citi 's transaction handling. The attached summary provides clear documentation of these issuesspecifically the recurring duplication of pending items in the posted column. 

XXXX days ago, I spoke with a representative who confirmed the account had a XXXX balance, was closed, and that the associated debit card was cancelled. However, upon reviewing the account today, I found it in a negative balance. When I contacted your bank to address this, I was transferred to a XXXX ' named Ocean ( ID : XXXX ), who was, unfortunately, extremely unprofessional and dismissive. He outright refused to acknowledge the prior conversation, denied my request to re-close the account, declined to flag the card as lost/stolen, and refused to place a hold on the accountleaving it vulnerable to unauthorized or fraudulent activity. 

This conduct is unacceptable. As a consumer and someone who works within the commercial banking sector, I am both deeply concerned and disappointed by your institutions handling of this matter. I have never encountered any institution- whether it be low-level retail or fast food that employs more unprofessional, incompetent, hostile, and rude employees. I will be filing a formal complaint with the Consumer Financial Protection Bureau regarding : Your institution 's accounting practices, particularly the duplication of pending and posted transactions. 
The potential improper assessment of overdraft fees and unwarranted reduction in customer funds availability. 
The grossly inadequate and hostile customer service I received. 
Let this email serve as a formal record of the multiple requests I have made over several days to close this account and prevent further transactions or fees. I want to file official complaints against : The representative I spoke with this evening ( Ocean ( ID : XXXX ) ). 
Any individuals who previously confirmed account closure but failed to follow through. I want the names and ID # 's of the multiple associates that I spoke to the other day. 
The policies and accounting mechanisms governing this account since it was opened. 

I expect immediate attention to this matter and confirmation that no further transactions or fees will be applied to an account that, by all reconciled data, has a {$0.00} balance. The checking account data referenced herein and scraped from the CitiBank XXXX website dated XX/XX/year> at XXXX PM. I will continue to escalate this correspondence until I am satisfied with a resolution that I feel is adequate and makes up for the XXXX hours over multiple days I have spent dealing with your rude employees and tracing your wrongful accounting. I have all these XXXX files and screenshot I'm happy to share. They were sent via this email to the head of customer care email address every day for 10 days of which were entirely ignored and not responded to. 


Update : called the bank again on XX/XX/year> at XXXX am and requested to speak to a XXXX as after XXXX days the account still reflects hundreds negative despite it being all double counted posted and pending transaction. Everyone you call even if you ask to speak to a XXXX simply says oh looks like your account is negative either pay us hundreds of dollars or we won't close your account. I want to add in another formal complaint against XXXX XXXX id XXXX. 

This is despite them fraudulently accounting this account since inception and none of the numbers match up through whole account history. I have a XXXX XXXX in finance and have worked in banking my entire life and have never encountered this level of disregard, incompetence, and fraudulent activity. 

I want the checking account closed and thr fraudulent citi bank double charges ( all still pending after XXXX days ) to be rectified and closed. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX, RI 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