Consumer complaint received 2024-04-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I opened Citibank account in XXXX  and successfully use it for long time. On XXXX XXXX, I received an email from Citibank that my account will be closed within 60 days. The email simply states : Based on a recent review of your account, we found that you have violated the terms per the client manual. There were no specifics given in the email as to what terms exactly I violated. I contacted Citi twice on XX/XX/XXXX and XX/XX/XXXX, both Citi representatives quoted the same statement in the email without adequate explanation why the account is closed. When I asked them how to get the remaining funds back, they said I will be receiving a mail with detailed statement and a check of the remaining balance, which is around {$19000.00}. 
But after patiently waited for 3 months, I still have not received anything from Citibank as of XX/XX/XXXX, so I called them again and only been told that after a further review, they were able to confirm a {$15000.00} refund check will be mailed to me under separate cover for your receipt in 7-10 business days. And release funds that have been verified as belonging to you. What it means? Money on my account not my money? Citi never ask me to prove transaction and never request any additional documents. I dont know about Citi investigation result. I know its XXXX XXXX XXXX  still hold. 
If I need to open Hold Harmless Claim in order to return the remaining balance to the original account. Again, there were no explanation from Citi representatives as to why they changed the disposition and why they can`t return the remaining funds directly to me. 
In the following days, I made numerous calls to Citibank again, but I ' ve faced resistance and indifference. And nobody from Citibank Deposit Risk team care to provide adequate information as to why a hold harmless claim is needed for me to get my own money back from a closed account, and nobody from Citi is willing to work with sort this out. The Citibank agents I talked to either find excuses to disconnect me or tried to transfer me somewhere else nobody understands what I was talking about and then transferred me again. Its been a nightmare dealing with Citibank customer service. As a consumer, Ive diligently pursued all avenues to rectify this situation. I had waited more than 80 days and spent tons of hours working with Citibank trying to get my money back, but ended up being put into a hopeless position as where I am now. Its ridiculous and beyond frustration. 
When I called Citi and asked them is this the reason they closed my account, they said no, yet can not provide more info. 

However, lack of cooperation from Citi and their unwillingness to even request proof from me or other party is a complete disregard for customer service. 

I ask that you provide me with the results of the investigation and return my rightfully owned money. 

Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX Cell 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 monetary relief