Consumer complaint received 2024-05-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: AR

Complaint narrative:
XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX I processed a mobile deposit of a printed XXXX check for the amount of {$1300.00} into my Citibank Checking account. Initially the deposit went through as normal, would take a few days to be available with my balance. This check was printed for my partner, who is on XXXX and is a victim of identity theft. His bank accounts have been compromised to extent that they are not accessible at the moment. My relationship with Citi is relatively new, opened the account in XXXX of XXXX. I did have a job but not employed at the moment. So what money I do have in the account comes from family members or my partner through transfers, paper checks, or cash. So with this check my partner turned it over to me so we can have access to the funds since his banks were undergoing the investigation. On the back of the check, he put his signature and I wrote above that Pay in the order to and then my name and signature. The next day I check my account through my mobile app and it came up with an error when trying to log me in. I tried my laptop, same issue. So I called Citi Customer Service, got ahold of an agent rather quickly and verified me and told me my account is on hold and the check is being processed. I asked why is the account on hold and why I cant access my account online. He put me on hold for 5-8 minutes then came back and told me there was an issue with the check, something it being a third party check and the signature prompt the review. I explained the situation about my partner and why the check was deposit into my account instead of his own. He couldn't tell me much more so I asked if I can speak to a supervisor, he put me on hold. Another 8-9 minutes go by and I am connected to another agent. Again I have to verify myself, does his review and said that the account is slated for closure due to me not in compliance of some clause in the terms and conditions of their policy for Third Party Checks. I asked him if it had to do with the signature on the back, he couldn't say much but that it's possible the check is still under review and it flagged my account to be reviewed. He then went on saying they shut off my debit card, and my online access. Frustrated as I was I still was able to keep calm and inform them that if they need to verify the name on the check that my partner was sitting next to. He kept repeating himself saying no we can't do that, its under review and within 15 days i'll get a notice in the mail as for the reason for the closure and if any funds are in the account that it too will be mailed to me. I asked about the check, he said it was under review and it did go through. I said what is the big problem if you already accepted and cashed the check. Why all the fuss and the closure. He said at this time it's just a review and he is not suppose to be talking to me. So then I demanded to speak to someone above him. I was connected to lady that I could hardly understand, with her thick XXXX accent and poor headset she was wear, I barely got anything other than that she is now telling me that Citibank is now ending the relationship with me and my bank account and that they decided to close the account after already cashing the check. She said that she can not tell me the reason but to me it sounded like she knew and it told her on her screen in front of her. I asked again the check, If they are closing the account and ending the relation then why would they still continue to process to cash the check. She just said that they cashed the check and will mailed it out within 2 to 3 weeks. Not to receive within 2 to 3 weeks but she said that they would MAIL out within that time frame. I said your telling me that if you decide to MAIL out that check the last day of the third week, and adding a week of delivery that you ok with me and my XXXX partner are left with no funds. SHE THEN SAID! ... " I don't have that kind of problems like you do ''. I was so mad that I wanted to throw my phone. At this point Im furious because this was our only funds that my partner and I needed till his next XXXX deposit in XXXX. We have no money, been living out of a penny jar and food stamps. Bills and Rent are behind. He has no access to his accounts and money and now I don't have access to my accounts. Out of a humanitarian request of hardship I implore this agency to investigate this ridiculous stance that Citibank takes with its accounts and how they treat people and show them their actions adversely affects the lives of millions day to day life from having a roof over their head and then the next using a cardboard box. The biggest slap in the face is that I can not give the check back to my partner and try to cash it somewhere else to get those funds. Citibank cashed it and then closed the account, complete hypocrisy. I found a number online for Citibank investigative unit called the Citibank Executive Response Unit at XXXX and opened up a case XX/XX/XXXX and waiting to hear back from them. Where I live there Citibank does not have a branch here and nowhere close by either. So it's all online.

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