Consumer complaint received 2024-04-17 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I filed my XXXX tax return in XX/XX/XXXX with XXXX XXXX XXXX XXXXXXXX XXXX in XXXX, FL. I have used XXXX XXXX XXXX XXXXXXXX for the last XXXX  years to file my taxes, and every year prior to XXXX tax year, they have correctly file my taxes and provided IRS with my bank 's routing number and checking account number to direct deposit the tax refund. On XX/XX/XXXX I received a message from XXXX XXXX XXXX XXXX informing me that the return was completed and requested I log in to their website to verify all information and approve the return so it could be transmitted to the IRS. As I do every year, I reviewed all details, calculations and bank information on the return. After reviewing the XXXX return on XX/XX/XXXX, I determined that all the information including the bank information ( routing number and checking account number ) as it appeared on the return was correct, so I gave XXXX XXXX XXXX XXXX approval to forward my return to the IRS. On XX/XX/XXXX I was notified by XXXX XXXX XXXX XXXXXXXX that my XXXX tax returned had been accepted by IRS and I would be getting a refund of {$6100.00}. On XX/XX/XXXX I called IRS to get status of my refund ; I was informed that refund had been wired transferred to bank on XX/XX/XXXX. They stated I needed to wait till XX/XX/XXXX to call back because sometimes the wires take a while. On the same date ( XX/XX/XXXX ) I contacted my bank about the wire transfer, they indicated they had not received the wire from IRS and that they did not have any pending wires/deposits for my account. My bank suggested I call IRS back and verify the routing and account information where wire was sent. On XX/XX/XXXX I contacted XXXX XXXX XXXX XXXX  and spoke with the tax prepared; he stated that there was nothing he could do and could not assist me because he was too busy with tax returns and suggested I call IRS back on XX/XX/XXXX as IRS suggested. I called back later and spoke with XXXX XXXX XXXX XXXX Receptionist trying to get help, she suggested I access my account on XXXX XXXX XXXX XXXX website to review my return and confirm the correct back information was submitted to IRS. This is when I discovered that the bank information on my return had changed to a routing number and account number I did not recognized and did not belong to me. Apparently XXXX XXXX XXXX XXXX had change my bank information after I had approved it and before submitting to IRS. All the numbers where changed, not just XXXX digit or XXXX, XXXX XXXX XXXX XXXX used a completely different routing number and checking account # ; That's when I discovered my full refund of {$6100.00} had been deposited by the IRS into someone else 's account. I attempted to contact the XXXX XXXX on several occasions to let him know what had occurred but I was not able to reach him until XX/XX/XXXX when he said he would make some calls to his contacts and see what he could figure out. I have spent many hours trying to get XXXX XXXX XXXX XXXX to rectify their error but they refused to help me and have stopped returning my emails or calls. I have contacted Citibank where the money was deposited in error but they declined to discuss the issue with me as I do not have an account with them. Per guidance form IRS I have reached out to the XXXX XXXX XXXX XXXX in XXXX and the XXXX XXXX XXXX XXXX, but I just keep getting the run around ; they state that because the IRS did not caused the error there is nothing they can do. I also reached out to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX but they had not responded to my request for assistance to get my refund. I am XXXX XXXX XXXX, on fixed income, so this money is a big deal to me.

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