Consumer complaint received 2024-07-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Im a XXXX XXXX XXXX now living in XXXX XXXX XXXX I became friends with a family in XXXX  via my best friend, also a XXXX, whos spent time in XXXX  twice before providing XXXX  work and capturing the XXXX  lives and struggles as well as the beauty of their culture beyond what mainstream media depicts. I was introduced to this family, with whom I eventually developed a rapport and emotional connection, which allowed me to create empathy for the overall dire situation and inequalities theyve endured over the years.

Due to the escalation of the XXXX, this family needed to XXXX XXXX as soon as possible. As we all know, this became a matter of life or death for them. To flee the country, this family of five needed XXXX  per person for the evacuation, plus travel expenses, food, and accommodations. They created a XXXX out of desperation, yet they needed help to be able to retrieve the funds, as XXXX  is only supported in certain countries and there are requirements that need to be met to withdraw the funds and deposit them into an account. I offered to step in and agreed to act as a conduit to receive and deliver the funds to them since XXXX  doesnt deposit funds directly to XXXX  bank accounts.

I do my primary banking with XXXX XXXX and created a separate checking account there in XXXX  this year to keep the fundraisers funds separate from my personal funds. I funded this account with XXXX just to keep it active. When the family reached their initial goal of XXXX  back in the early days of XXXX  this year, and after several communications with XXXX  to prove that I met their requirements and that I was authorized by the family to handle their funds, I was able to withdraw the funds ($40,306.11 raised to be exact) to the XXXX XXXX account I designated for this purpose. The transfer from XXXX  initiated on XXXX XXXX, and it cleared in my account on XXXX XXXX Upon research on my end, I confirmed that XXXX XXXX does not do international transfers. They partner with a third party XXXX that facilitates international transfers by linking a XXXX XXXX account, as long as the destination is on their list of supported countries, which unfortunately XXXX  isnt a part of. However, XXXX  is, but this could create further difficulties as Bank of XXXX  isnt considered part of XXXX, and I wanted to avoid further complexities and potential complications.

By the time I needed to open a bank account in XXXX  to get paid by my current employer, the options for me as a newly permanent resident and XXXX XXXX XXXX  were limited, XXXX XXXX being the most viable option. I had been planning on eventually opening an account with a more established institution anyway, so I saw this as an opportunity to explore a different financial institution to access more banking services. My research assured me that international transactions could be done to XXXX  via Citibank, so I opened a new account with Citibank. Because time was of the essence, when I opened my new Citibank account in early XXXX  this year, I transferred the funds from XXXX XXXX  the same day they cleared (XXXX XXXX), which took 4 business days to clear in my Citibank account XXXX XXXX, resulting in a total of XXXX  (including the XXXX I used to fund the separate XXXX XXXX account).

On XXXX XXXX XXXX, I tried to wire the funds online to the familys Bank of XXXX  account. I struggled because, even though I had the internationally recognized XXXX  account number for their account, Citibank was requesting a local 10-digit account number for this particular destination. However, Bank of XXXX  accounts are either 11 or 6 digits. Even if I had the 10-digit account number that Citibank was requesting, I needed the ATM PIN number to transfer the funds online, which I didnt have as the card hadnt been delivered yet. As this became an obstacle, I went in person to request assistance at the Citibank branch on XXXX XXXX XXXX XXXX XXXX XXXX For some reason, they werent able to verify my account after providing the answer to the security question I chose (mothers maiden name). On that same day, XXXX XXXX, I went to a different Citibank branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX There, I was able to verify my account with no problem. I was also in communication with the Bank of XXXX  customer service via XXXX to get the 10-digit account number I was being requested to use by Citibank, but because of the different time zones, I didnt get a response until the next day.

Not having clarity on how to get the 10-digit account number yet, I decided to take the funds to a different bank and try my luck there, so I requested a cashiers check at the second Citibank branch (XXXX XXXX XXXX. The teller initiated the issuing of the cashiers check, asked me to sign a form, and then asked me to wait for her managers approval. I then spoke to the manager, XXXX XXXX XXXX who explained that attempting to withdraw the money so soon flagged the transaction as fraud. He said the funds would be held for 5-7 business days and that there was nothing he could do; all I could do was wait. I was very concerned about the time that had already passed, and all I wanted to do was send this money immediately, so I requested a phone number to see if I could expedite the process by providing proof of the good faith origins of the funds. He then took me to his office and gave me the phone number XXXX XXXX XXXX Option #4, which would supposedly be the department withholding the funds. However, when calling, I couldnt get past Option #2 because the automated system requested my ATM PIN, which I didnt have as my card hadnt been delivered yet.

Because I couldnt verify my account with my PIN on the automated system, I tried to verify it with an agent, who asked for the phone number linked to my account. Despite me having only one possible phone number that could be linked to my account and having received previous XXXX  communication from Citibank to this number, the agent insisted he couldnt verify my account with the phone number I was providing. The last Citibank agent I spoke to hung up on me, and soon after, I was blocked out of my Citibank accountI could no longer log in on the mobile app or the website.

I went back inside the branch, but the manager wouldnt speak to me anymore. A kind lady working there tried to help. She made internal calls on my behalf and was eventually able to speak to a lead in the Fraud Department. They explained that my account was due for closure and that there was nothing I could do to prevent it. They said it would take 30 to 60 business days for the funds to be released, and only if they determined the funds were legitimate. They also said there was a risk of the funds not being released at all. I was flagged for money muling, and the department handling my case could not be disclosed. They wouldnt provide a case number or accept any documentation or evidence for review. All I could do was wait. My name would also be flagged to prevent me from opening a new Citibank account, and depending on their decision, they could even flag my name before the XXXX XXXX XXXX XXXX XXXX.

This is particularly delicate because I currently possess a conditional permanent residency, which is due for renewal this XXXX. The conditions would be waived for me to obtain an unconditional permanent residency. For that to happen, I need to have no criminal record, which this event could jeopardize. To date, I have not received any formal communication regarding the decision to block my account and withhold the funds. The only reason I know anything about the status of the funds is due to the helpful intervention of one lady who made internal calls on my behalf. Without her assistance, I would be completely in the dark, as Citibank representatives have consistently refused to provide any information or help.

Im in distress because the raised XXXX  is still in limbo, the family is still stranded, and they have no means to flee. I never got official documentation explaining why my account was frozen or how long this process is going to take. I have no way of querying or getting updates on the status of this investigation, the account, or the funds. 

In hindsight, I can see that in my haste to get these funds over as soon as possible, and my emotional anxiety around the cause, I was very impatient, and perhaps had I waited longer, I might not be in this situation. All this started because I was trying to do my part in a humanitarian effort in a war-torn part of the world. I acknowledge there might have been a better way to approach this process with more patience. I understand how this situation might look to a bank: opening a brand new account, transferring a large sum immediately, attempting to transfer those funds abroad, and then trying to withdraw all of the funds within less than a week. It does not look good. However, things arent always what they seem, and all I ask is to be given the benefit of the doubt and the opportunity to present legitimate evidence to expedite the release of the funds and ensure they are not lost.

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