Consumer complaint received 2024-02-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
In response to the unsatisfactory resolution and dismissive actions of Citibank following the submission of the original complaint, XXXX XXXX XXXX seeks to escalate the matter further to address the severe repercussions arising from the persistent account discrepancies and erroneous fees. The negligence displayed by Citibank, coupled with the lack of support from the Consumer Financial Protection Bureau ( CFPB ), mandates a formal follow-up complaint to demand accountability and restitution for the detrimental impact sustained by the company. 

Recap of Original Complaint The original complaint submitted on behalf of XXXX XXXX XXXX highlights the series of distressing events experienced between XXXX and XX/XX/XXXX, wherein the company 's Citibank business checking account was subjected to severe overdrawn balances, erroneous charges, and a cascade of unproductive interactions with Citibank 's customer service and branch staff. Despite extensive evidence and clear indications of systematic errors in balance calculations and transaction processing, Citibank 's inadequate response failed to rectify the situation, pushing XXXX XXXX XXXX to suffer exorbitant financial losses, business disruptions, and substantial personal strain. 

Substantiating Evidence Duplicated Transactions and Miscalculated Balances An important addition to the pending complaint pertains to the provision of specific transactions that were duplicated, corresponding dates, and the inherent association of these transactions with the miscalculated balance discrepancies. Notably, the transactions duplicated during XX/XX/XXXX, as originally provided, offer tangible evidence of the recurring glitches that have inflicted undue financial burdens upon XXXX XXXX XXXX. These transactions, as detailed in the original complaint, manifest a pattern of discrepancies and inaccuracies that directly contribute to the unwarranted fees and overdrawn conditions experienced by the company. 

XXXX Bank Statement In conjunction with the aforementioned evidence, a comprehensive XXXX bank statement has been furnished to underscore the discrepancy between the posted balances depicted in the submitted screenshots and the actual balance amounts reflected in the official account statement. The compelling variation between the calculated balances and the documented statement affirms the veracity of the disparate figures, further substantiating the contention that Citibank 's response and review failed to acknowledge the gravity of the situation at hand. 

Disappointment in Citibank and CFPB The failure of Citibank to address the verifiable errors and discrepancies, despite repeated engagements, signifies a disregard for accountability and fair resolution, constituting a breach of trust and duty owed to XXXX XXXX XXXX. Furthermore, the lack of robust intervention from the Consumer Financial Protection Bureau underscores a critical oversight in enabling Citibank 's injurious actions, presenting a disconcerting deficiency in safeguarding the interests of affected consumers. 

Demand for Accountability and Restitution In light of the foregoing, XXXX XXXX XXXX beseeches the Consumer Financial Protection Bureau to fulfill its mandate by conducting a thorough and transparent investigation into the protracted account discrepancies, erroneous charges, and the pervasive impact on the business and personal well-being of the company 's principal. The demand for accountability extends to Citibank, necessitating substantive rectification, credible explanations for the identified errors, restitution for unwarranted fees, and comprehensive preventive measures to avert future recurrences of similar deleterious conduct by the financial institution. 

Conclusion The amplification of evidence and expression of profound dissatisfaction with Citibank 's handling of the recurring account discrepancies and the lack of robust support from the Consumer Financial Protection Bureau reinforce the critical imperative for meaningful redress and restitution. In pursuit of equitable resolution and fair treatment, XXXX XXXX XXXX remains resolute in seeking the due accountability of Citibank and the proactive intervention of the Consumer Financial Protection Bureau to rectify the protracted distress and hardships inflicted upon the company. 

-- - The follow-up complaint echoes the profound discontent and frustration experienced due to Citibank 's dismissive response and the lack of robust intervention from the Consumer Financial Protection Bureau in adequately addressing the detrimental repercussions arising from the persistent account discrepancies and erroneous fees. It underscores the imperative for meaningful redress, accountability, and restitution for XXXX XXXX XXXX. 
Original Complaint : On or around XX/XX/XXXX, I was XXXX XXXX XXXX for a work related trip. I had used my card Citibank bank card attached to my XXXX business checking account for my accounting, tax and consulting company XXXX XXXX XXXX. When I woke up the next morning, the account was all of a sudden severely overdrawn. I noticed that the running balance of posted transactions was way off and had gaps in it even when the transactions were already posted. I had to call customer service 4 times and finally I was then connected with tech support who acknowledged that there was a glitch and some transactiions were being double counted and I was advised to let the balances clear and it would all straighten out. I did do that but had to call back to get a bunch of the overdraft fees cleared out. However, this problem kept happening. I really did not have a chance to delve into my account every day by mid XXXX, when I was almost certain I had plenty of funds, again I was overdraft. In XXXX things snowballed out of control only because the erroneously assessed fees were then putting me into an actual overdraft state. Between XXXX and XXXX alone I was charged more than {$3100.00}. This is ridiculous. I have spent literally more than XXXX hours on the phone with customer service and about XXXX hours in branches. The customer service phone people first tried to tell me originally that these were not Citibank fees. Then they said they were. Then I was told that the fees would have to be reversed at the branch level. I went to XXXX branch and was told they would look into it, then was told to go to the branch I opened the account in but the banker assigned ot me was out of town. Another nearby branch manager went to take a look but then she was going out of town so she had a business banker go on the phone with me with customer service. I literally on that phone call spent XXXX min asking for an explanation of just XXXX overdraft charge that was assessed on XX/XX/XXXX ( By this point I have noticed fees were being assessed throughout the whole year when as one can see from the balances on the statements, is just not possible ) and after being threatened that my account would be closed if I left it overdrawn ( it was about {$1500.00} that day ), I still had no answer on just XXXX transaction. Conveniently the customer services computer system didnt go back that far for her to be able to see. I have been told twice at the branch level that the fees are accurate and there is nothing they can do until I then demonstrated not only did I have screenshots that clearly shows the running balance is not being calculated properly, but I also showed them the notices I was sent by mail stating that on XX/XX/XXXX for example the available balance at the beginning of the day was {$100.00}, but on this day in particular, I had take a client and my assistant out to a nice lunch, my assistant and I had a drink at the bar after our client left, and I filed articles of organization and paid the filing fee for a new client that day. I would not have been able to use my card had that been the available balance. The other example is that the notices say my available balance at the start of a day is- {$480.00}. At the end of the day it was - {$1500.00}. But the notice for the very next day states that my available balance for that day started at {$120.00}. But there are no transactions whatsoever that could explain how {$1700.00} all of sudden becoming available when nothing had been deposited for a few days in that account so therefore nothing was waiting to clear. Citibank is now conducting another investigation after I stated I would take this to court if need be. I feel like Citibank is caring ore about not wanting to admit fault, not wanting to credit anything, and wanting me to shut up. This has devestated my business and has had some serious implications on me personally.

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