Consumer complaint received 2024-08-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
In XXXX, my partner and I opened some checking and savings accounts with Citibank. After the week of XXXX of XXXX, estimated XXXX XXXX, 2024, Citibank restricted access to my partner 's account and my accounts via online banking. After calling Citibank, we were informed that due to some suspicious activity they had closed our accounts in accordance to their account agreements and ended their relationship with us. We were told after the closure of the account we would receive checks to be mailed to home address on file, and that there was no alternative way of receiving the funds. 

At first, and while upset that Citibank decided to end their relationship with my partner, we expected to get our checks rather sooner than later. However, the issue began once I discovered I was unable to switch my direct deposit with my employer due to the payroll being already completed and with the funds sent to Citibank on XXXX/XXXX/2024, which is after the account was closed and restricted. I called CitiBank XXXX XXXX asking if the wire was sent and if it was sent back to my employer. At XXXX Citibank told me that the wire from the payroll provider was not going to be able to be deposited since the account was completely restricted. Then, about XXXX days later after following up multiple times, I was advising by the fraud team that they did receive the check and it was deposited in the account after it was already closed and restricted. They told me thereafter that the money would be sent to me within XXXX days after the account closure again. This seem like a complete violation of banking laws as they accepted funds on a restricted/closed account, after restricting the consumer access to their funds. Additionally creating hardships for myself and partner financially to pay our bills. After multiple complaints and phone calls, Citibank had the audacity to ask me to verify where the money came from. Willingly, because I need to get my money back, I had to comply by sending a copy of my savings account statement to source where the majority of my funds came from, and the paystub for the paycheck that was sent on the XX/XX/scrub>/2024. It was not till the first week of XXXX that I received XXXX of my XXXX accounts checks ; however, the XXXX missing was my savings with the largest balance of roughly {$35000.00} and the other for {$400.00} dollars with my individual brokerage account ( but more concerned about my savings ). 

Also, please note during this time I filed a complaint with the Office of Comptroller of the Currency and got a response back from XXXX  XXXX response team telling me they closed my accounts in error but were not able to reopen them due to already being closed. And you guessed it, I would get the funds via check within XXXX days. 

Therefore, leading up to today, I called once again asking about the status of the last check as the last representative but notes in my account on XXXX  to see what the status was as it was already sent. Then, I was told by the fraud team that all they could tell me is the funds " where sent back to the original owner, '' they could not tell me how it was sent back and who the original owner was even though they have all the documentation sourcing it is my funds. This honestly was my last straw and is the reason why I am filing this complaint as I need answers and the FDIC to step in and take action.

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