Consumer complaint received 2024-09-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
This complaint is regarding citibank 's inability to stop fraud on my account and then not reimbursing XXXX checks of my retirement money. 

The account I am talking about is mine and my wife'e joint account On XX/XX/XXXX around XXXX I opened up the citi mobile app and I saw fraudulent transactions. I right away called customer service and reported the unauthorized transactions. These are the following fraudulent transactions reference number XXXX - fraud deposit if {$5100.00} reference number XXXX - unauthorized withdrawal {$800.00} and {$200.00} reference number XXXX - unauthorized teller withdrawal {$2300.00} reference number XXXX - unauthorized withdrawal {$1000.00} My XXXX  social security deposit was deposited on XX/XX/XXXX - which is obviously after I reported the fraudulent activity. 
In the beginning of XXXX citibank had me open a new separate account. On that account in XX/XX/XXXX I got my next social security deposit. 

On the week XX/XX/XXXX I spoke to the bank on the phone to understand what was going on. They told me both of my accounts- both the original one with the fraudulent activity and the newer one they had me open in the beginning of XXXX- would be closed and did not give me a reason. 

On XX/XX/XXXX I went to my branch in XXXX XXXX, NY to discuss this and explained how was I supposed to live without my retirement money. They just told me to make a police report and submit for camera footage to be pulled to find who withdrew money from XXXX XXXX XXXX  which I have never been to. That day I filed a police report. 

That night we saw my wife 's separate citibank account- which is a separate account and NOT linked with this account- was blocked. When we called to ask about this, citibank did not give us a reason and instead used berating language with my family On XX/XX/XXXX I went to the branch to get my money from my account as I no longer wanted any relationship with this bank. However they refused to give me my XXXX  money - which is a total of {$3000.00} They also did not let me close my accounts saying that citibank will close it from their end. I find this extremely disturbing as this makes it look like I did something wrong and citibank wants to end their relationship with me. But the truth is that THEY FAILED to protect my account despite being their customer for many years and now I want to end my relationship with them. 

How am I - a retired person with no other source of income - supposed to live with my retirement money? They did not even give me my money from the new account they made me open in XXXX. How do I survive now? The amount of XXXX  XXXX  my family and I have been through has been awful. My wife is a patient with XXXX XXXX XXXX and felt XXXX  on the night of XX/XX/XXXX when all of this was happening that we had to keep checking her XXXX XXXX all night to make sure she was okay

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