Consumer complaint received 2023-03-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Fees charged for closing account
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
I opened both a checking and a saving account with CitiBank on XXXX throught the credit card portal that I already had with the bank. I was able to access all my accounts in my portal the evening of XXXX. I set up an initial transfer for the account to fund the checking and savings account. When I woke up the next day my access was revoked to all my accounts. 

I contacted Citibank to resolve the login issue and was told it was a simple error. They told me they just needed to remove the checking and savings accounts from my credit acount. They would reset my login information and then add those accounts back. I asked if this would cause any issues with my credit card or accessing those accounts, the agent informed me it would not. They said it was a simple fix and everything would be back up and working. 

After removing all my accounts the agent said they could add the checking and saving account back if I provided them with the account information. I informed them I did not have that informataion. When I signed up online no confirmation email was sent to me with that information, the only access I had to those accounts was through my portal which was now removed. The agent then informed me there was nothing further they could do and they would nto be able to assist since I didnt have the account information. 

I asked to be transferred to a department that could help resolve the issue because I had a large transfer of over {$19000.00} coming to the account that I did not feel comfortable not having access too. I was transferred to two other departments and no agent could help me. I was initial told they could not locate the accounts without my account information. I informed them it was unacceptable since I could provide them all my other personal information. I was eventually transferred to a supervisor that could not resolve the issue. 

They informed me I needed to wait until I get my debit card before anyone could assist me with the account or provide me with any information. I let that supervisor know I did not feel comfortable having such a large sum go to an account that I cant access or have the information too. I requested the supervisor to stop the transactions and they advised they could not do that either. They informed me I would need to contact my current bank and stop the transactions. I was told this would cause no fees or charges to my account and once the transactions were stopped the account could be closed. 

I asked if there was someone else I could speak to but they informed me there was not. I asked for a contact email or name to get in touch with someone to resolve this issue, she told me there wasnt. She informed me someone would follow up in 24-48 business hours but could not tell me the name or contact of who was calling me. I asked if there was a case number or anyone to resolve this issue today and the supervisor disconnected the call. 

I waited another 48 business hours and received no call from citibank. I reached back out on XXXX to check the status of the account. I was told there were no fees charged and the transacations were rejected. I requested to close the account again and was told I could not do that at this time. I was then told my account had a negative balance that needed to be resolved before I could close the account. I requested to speak with another supervisor and was transferred again. This supervisor informed me there was nothing further they could do the resolve the issue. They told me the negative balance had to be addressed before the account could be closed. I asked why there is a negative balance when I was directed by the last supervisor to stop the payment from my current bank and assured there would be no charges. They assured me the balance would be reset to XXXX by XXXX and I would need to call back then to close the account. 

I am no stuck waiting for an unknown amount of days to close an account that has a negative balance that Im unsure will be resolved. Everytime I contact the bank to close the account the requirements are changed and they keep pushing the deadline. Im also worried they will charge me the full amount for my balance transfer which is my entire savings. I have still yet to recieve anything with the account information on it outside of a notification email about the low balance but only providing only the last XXXX digits. I really need some assistance on resolving this issue. This has been a terrible experience.

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