Consumer complaint received 2025-05-17 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Subject : Urgent Request for Resolution of CD Rollover Error To Whom It May Concern, I am writing to formally request resolution of an issue involving a CD rollover at Citibank, originally initiated on XX/XX/XXXX. 
On that date, I rolled over a maturing CD into a new XXXX CD with an interest rate of XXXX %, set to mature on XX/XX/XXXX. I received confirmation of this rollover by mail, and the new terms were reflected in my account at the time. However, when I later logged in to download tax forms, I discovered that the funds had been withdrawn from the CD and moved into my money market account, which offers an interest rate of less than XXXX %. 

To provide context : On XX/XX/XXXX, I called Citibank customer service to express that I did not want my CD to automatically renew at the then-current rate of approximately XXXX  %. I was instructed to call back on the maturity date, XX/XX/XXXX, to make my decision. 

I followed those instructions, spoke to a representative on XX/XX/XXXX, and confirmed the rollover into the XXXX CD at XXXX %. 

After receiving confirmation of the transaction, I later discovered the funds had been moved to my money market account without my consent. 
When I called customer service, I was told that they had processed the initial request but could not do anything about the subsequent reversaleven though I had received confirmation of the correct rollover. I was advised to visit a branch office. 
At the branch, I met with XXXX XXXX, who assured me the issue would be resolved. I then received a follow-up call from XXXX XXXX XXXX requesting that I come in to open another CD account. I visited the branch on XX/XX/XXXX, only to be told that the original rollover could not be honored. The only options offered were : A XXXX CD maturing on XX/XX/XXXX with the XXXX  % interest rate, which I lose a month of interest, or An XXXX CD maturing on XXXX month later than the original terms. 
Additionally, I was asked to open a new, separate account, with no written confirmation that Citibank would honor the original CD terms. When I pressed for clarity, I was dismissed with a vague assurance to trust the representative, who then abruptly ended the conversation to attend another meeting. 

I also attempted to escalate the issue by calling the number provided ( XXXX ), only to be told that I needed a {>= $1,000,000} balance to receive assistance from XXXX or XXXX XXXX services. That is neither helpful nor acceptable. 

I have been a loyal Citibank customer for over 30 years. I am respectfully requesting that Citibank honor the confirmed rollover of my funds into an XXXX CD at 4.35 %, starting on XX/XX/XXXX, and maturing on XX/XX/XXXX, XXXX was originally agreed upon and documented. 

As a full-time teacher, I do not have the flexibility to continually follow up on this matter. I am simply asking that this error be corrected promptly and without further burden on me. 
I would appreciate a swift and reasonable resolution. Please feel free to contact me by phone or email if you require any additional information. 
Sincerely, XXXX 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