Consumer complaint received 2025-02-17 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: NE

Complaint narrative:
Hi, I have a Citi Executive Response case open # XXXX. 

I wanted to let Citibank know that I am currently abroad until end of XXXX and do not have access to my US phone number, so it makes sense that your attempts to contact me were unsuccessful. Please try to contact me through email communication during this time if possible. I also re-contacted XXXX regarding this matter and it seems like I have not heard from the right servicing team, as there is not a team that handles special case as such. Please also note that the only way I could reach XXXX is their customer service via live chat or email address XXXX, and they have claimed that I have no other way I can reach out to the right servicing team, as their own team does not know who can help me out at all. 

I would also like to bring to your attention that XXXX is NOT A FINANCIAL INSTITUTION, but a MOBILE PAYMENT SERVICE, so they do not have any team that can handle recall request ( referred as completed Uniform Indemnity Agreement by Citibank ). They have a team to handle dispute, but my recent XXXX dispute attempts were unsuccessful, as XXXX claimed that they do not reverse any successful transfer and provided a trace number of XXXX for Citibank to confirm the receipt. They also asked me to ask Citibank what happened to the funds since it has been credited to my Citibank bank account balance but not released to me? 

I appreciate if Citibank can provide advice in recovering this {$1500.00} fund besides reversing it, as XXXX has clearly stated that they do not reverse/dispute any bank transfer that is successful. XXXX have " indefinitely '' rejected my dispute case because the transfer has been credited to my Citibank account balance. However, I have attached the images of my XXXX account profile, linked bank accounts and the bank transfer details to Citibank if this helps. As you can see in the profile, my email address and phone number are matching what I have on my Citibank account. My first name " XXXX '' is a preferred name as XXXX does not require the use of legal name as it is not a financial institution. As you can also see in the third photo, Citibank account ending XXXX is one of the linked bank accounts on my XXXX account. Also in the recent email that they rejected my dispute, I noticed that they used my legal name " XXXX XXXX XXXX '' while writing that email, if that helps? I hope that these details are sufficient and helpful for Citibank to issue the remaining balance of {$1500.00} back to me. 

Please do let me know if there are any other documents I can provide to claim this fund back, if the details above are not sufficient. Just to clarify again, XXXX is unable to reverse the transfer since the transfer is successful. This has been on-going for months so I hope Citibank can really sort this out with me. I am expecting to relocate to XXXX in end of XXXX so I really would like to have everything sorted out by then, please really do help me out.

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