Consumer complaint received 2024-12-06 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I am writing to formally file a complaint regarding XXXX XXXX mismanagement of funds and lack of resolution regarding a deposited cashiers check, resulting in severe inconvenience and potential financial harm to my company, XXXXXXXX XXXX XXXX XXXX. 

Details of the Issue : - On XX/XX/year>, XXXXXXXX XXXX  XXXX XXXX deposited a cashiers check ( Check XXXX ) for the amount of {$48000.00} into our account with Citibank ( Account Number : XXXX ). 
- The check was issued by XXXX XXXX  and was provided to us following the closure of our XXXX XXXX  account. 

XXXX of Events : XXXX. Despite the check being deposited on XX/XX/XXXX, it did not clear, and we noticed the funds were not made available in our account. 
XXXX. After weeks of waiting and repeated calls to XXXX XXXX XXXX ( XXXX, Option XXXX ), we were informed that the check was deemed fraudulent because Citibank could not confirm it with XXXX XXXX. 
XXXX. To resolve this, we provided Citibank with the contact details of an XXXX XXXX  representative who could verify the authenticity of the check. However, Citibank refused to contact this individual, stating that it was not the number listed in their internal system. 
XXXX. On XX/XX/year>, we visited XXXX XXXX branch in XXXX XXXX. The branch XXXX, XXXX XXXX XXXX  XXXX, confirmed the legitimacy of the check via email communication with XXXX XXXX  ( from XXXX to XXXX ). 
XXXX. Despite this confirmation, XXXX XXXX XXXX continued to insist that the check could not be verified. 

XXXX XXXX : - XXXX XXXX  confirmed that the check has already been cashed by Citibank, meaning that Citibank is in possession of the funds. 
- Citibank has neither released the funds to our account nor returned the check, leaving us in limbo without access to our money since XXXX. 

Attempts to Resolve the Issue : We have made numerous attempts to resolve this issue by : - Contacting XXXX XXXX XXXX XXXX XXXX. 
- XXXX XXXX XXXX  XXXX to confirm the checks validity. 
- Seeking help from XXXX XXXX XXXX XXXX branch XXXX. 

Despite all these efforts, Citibank has failed to provide a resolution. 

Impact on My Business : The prolonged withholding of {$48000.00} has caused significant operational and financial challenges for XXXX XXXX  XXXX XXXX. We are unable to access our funds, and no clear explanation or timeline for resolution has been provided by Citibank. 

Requested Resolution : XXXX. Release the {$48000.00} currently held by Citibank into our account. 
XXXX. Provide a formal explanation as to why the funds were withheld for such an extended period without proper communication or resolution. 
XXXX. Implement measures to prevent such issues from recurring in the future. 

Supporting Documents : - Image of the cashiers check. 
- Account statement showing the deposited funds. 
- Correspondence between Citibank and XXXX XXXX  confirming the legitimacy of the check. 

I urge the Consumer Financial Protection Bureau to intervene and ensure that Citibank resolves this matter promptly.

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