Consumer complaint received 2024-04-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: HI

Complaint narrative:
I have a Citi checking account, and I had a total balance of {$8300.00} on XX/XX/24. 

However, with the constant terrible customer service experiences with Citi, and no Citi branches available in my area, I wanted to withdraw all of my Citi Checking Account funds to a separate personal checking account. ( XXXX XXXX XXXX  ) I made a Wire Transfer of all of my Citi Checking Account funds to my XXXX XXXX XXXX account ( Total of {$8300.00} = {$8300.00} + {$25.00} wire transfer fee ). However, Citi blocked the wire transfer, and requested additional security verification was necessary via their app & email. I called Citis provided phone number ( from their email ), so I could get my wire transfer verified. After going through Citis verification process, I was told by the Citi representative that no further action was necessary, and that the wire transfer would be authorized, as I have answered all of their security questions correctly. This occurred on XX/XX/24. 

On XX/XX/24, I got a email confirmation, from Citi that my wire transfer hold, has been removed. However, with no explanation provided, Citi not only didn't wire transfer my money, but they took fees from my account. XXXX XXXX XXXX XXXX Checking Account had never received a wire transfer from Citi. And my original balance of {$8300.00} turned into {$8300.00} in my Citi Checking Account. 

I then called Citi 's customer service to find out why they would not send my wire transfer, and they could not provide a valid reason. ( They could not explain why fees were taken from my account, even though my wire transfer was never sent to begin with ). 
I then requested to wire transfer {$8200.00} from my Citi Checking Account, into my XXXX XXXX XXXX Checking Account. ( That was the maximum amount Citi would let me withdraw at that time ). While on this call with Citis customer support, they walked me through, by phone ( step by step ) on how to send a wire transfer. While on the phone, I followed their directions exactly. Under Citis supervision, I sent this {$8200.00} wire transfer to my XXXX XXXX XXXX account. The Citi Customer Service representative verified that they received the request and would get it processed. 

However, on XX/XX/24, I received an email saying that my wire transfer is on hold. I called the phone # that Citi provided on the email, to authorize the wire transfer. I was on the phone with Citi, and they asked me a whole series of security questions, which I obviously passed. The Citi Agent even said that I passed, and that they were going to authorize the wire transfer. I even received an email from Citi. Yet, the exact same thing happened yet again, where Citi didnt send a wire transfer to my XXXX XXXX XXXXXXXX  Checking Account , yet they took fees. Citi returned only {$8200.00}, when I sent a wire transfer of {$8200.00} This means that every time I try to withdraw my funds from my Citi Checking Account, Citi will take fees, and not provide the services I request. In total, Citi has taken {$110.00} from my Citi Checking Account, and have completely ignored my requests to withdraw funds.

Starting Balance : {$8300.00} Current Balance : {$8200.00} Discrepancy of : {$110.00} Bottom Line : I do not want to bank with Citi at all, and they are holding my money hostage. I have called their customer service to withdraw my funds, and I am following their own instructions in real time. There should be absolutely no reason for Citi not to release my funds, and theyve even sent emails to alert me that I have passed all of their security requirements. I am owed {$8300.00} despite my Citi balance showing {$8200.00}, as Citi has made an accounting error. I have nowhere else to go other than the CFPB, as I have spent countless hours on the phone with Citi with no avail. My money is being held hostage, and there is no one I have been able to contact from Citi that will actually bring a resolution. Please help me! I have no one else to turn to, so you are my last hope. Please and thank you in advance.

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