Consumer complaint received 2024-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.

Complaint narrative:
Citibank and Citigold ACCOUNT NUMBER : CITIGOLD : XXXX CITI REGULAR CHECKING ACCOUNT : XXXX To whom it may concern : I am writing to formally lodge a grievance regarding a series of serious issues with my Citibank Gold Card that began in XXXX and XX/XX/year>. During a review of my bank statements ( refer to attached documentation 1 )., I discovered unauthorized transactions totaling {$20000.00} to XXXX. Despite my attempts to resolve this matter, Citibanks Fraud Department failed to take appropriate action, ultimately resulting in the abrupt closure of my account without any prior notice. As a consequence, I have been denied access to my funds for the past five months, leaving me in a state of financial limbo and without a clear explanation for this drastic action. As I work to complete my XXXX  studies in XXXX, this situation has created overwhelming financial stress and uncertainty, severely jeopardizing my academic progress and overall well-being. Citibank 's lack of support and communication during this critical time is unacceptable and has left me feeling vulnerable and unsupported.

Background of the Issue : On XX/XX/year>, I promptly contacted Citibank 's fraud department to report these discrepancies and requested that my Citi gold Card ( Number : XXXX ) be blocked to prevent further unauthorized transactions. Unfortunately, despite my efforts, fraudulent charges continued to accumulate throughout XXXX and XXXX, necessitating multiple follow-ups calls to ensure Citibank was addressing the issue. Although I was eventually issued a new card, it bore the same number as the compromised card, rendering it unusable. Charges from XXXX persisted, indicating ongoing fraudulent activity, compelling me to request a different card. 
Starting on XX/XX/XXXX, Citibank began sending me letters asserting that the dispute was resolved and that my funds had been returned to my account ( refer to attached documentation 2 ). However, contrary to Citibank 's assurances, the fraudulent charges from XXXX persisted until XXXX ( refer to attached documentation 3 ). l. Shortly after, my new card arrived, but I was unable to activate it due to the unexpected closure of my account on XX/XX/XXXX, XXXXmerely two weeks after my last complaint. This closure occurred without prior notification, leaving me unable to check my account balance as all online services were inaccessible. Customer service informed me that I would receive a letter explaining the closure and a check for my account balance within 60 days refer to attached documentation 4 ).

Now, 160 days have passed since I was notified of the
closure, and I still do not have access to my funds or a letter explaining what transpired. I have repeatedly contacted Citibank customer service and the fraud department regarding the account closure and the status of my funds, which are critical for my living expenses and educational costs in XXXX. Regrettably, I have been met with inconsistent responses, leaving my situation unresolved. Recent communications from the fraud department provided conflicting information : some representatives claimed a ) there are no funds in the account, b ) a check was issued without a tracking number, c ) my account is still under review and d ) they promised to call me back but never did.

I have emphasized to customer service representatives that the funds in my account are vital for supporting myself while I complete my studies. The ongoing delays in accessing my money are jeopardizing my financial stability as I finalize my XXXX  and prepare for its defense ( refer to attached documentation 5 ). 
Before seeking your assistance, I was informed by Citibank 's Fraud Department that the funds from my account had been transferred to another financial institution. However, they have failed to provide the name of that institution, a tracking number for the check they claim was sent, or any documentation to clarify what happened to my funds, which raises serious doubts about their claims. Additionally, when I requested help from a supervisor, I was assured I would receive a callback, yet that call never occurred.

Most importantly, the funds in my account are part of a divorce settlement from the state of California ( refer to attached documentation 6 ). and are essential for covering my living expenses while I manage my educational and personal commitments. The unexpected closure of my account has placed me in a precarious financial situation.

I was not notified in advance regarding the account closure, and this lack of communication has severely hindered my ability to meet my financial obligations. I have reached out to Citibank customer service multiple times for clarification, but their responses have failed to address my concerns satisfactorily.

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