Consumer complaint received 2024-02-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: CITIBANK, N.A.
State: SC

Complaint narrative:
My dates are as close as possible if not correct. I didn't realize this was going to happen over trying to close an account. 

I realized XXXX XXXX that the savings account wasn't free as I had been told. There is a minimum balance requirement that I specifically asked about. I was told there wasn't any requirements as I had A Citi card and a Citi Invest account also. 

So the fee came out XX/XX/XXXX and I called and they reversed it XX/XX/XXXX and told me it was closed Then a transfer took place to move the remaining money to my brokerage account. 
XX/XX/XXXX I am charged another fee on the account that should have been closed. I panicked and sent XXXX dollars on XX/XX/XXXX when I realized it because I don't need derogatory marks of any sort. Called again. Money transferred account closed, fee refunded yet again. 

Now XX/XX/XXXX same fee charged on the same account that should be closed. I call again. They refund the fee and assure me the account is now set to be closed. 

XX/XX/XXXX Fee again. Account still not closed. Finally called tonight XX/XX/XXXX before the next one hits. I spoke to XXXX agents. The first one was very hard to understand but I love talking to customer service people, so I'm a fun guy. I even hate that it would get to this point. A strange letter arrived XX/XX/XXXX dated much earlier that I will enclose. 

So, fee refunded again and account will be closed. I ask how can I be assured after what I have been through so far. Not that I don't trust him, but it was the exact same conversation each time, given the script it makes sense. He told me it turns out it can't be closed and he doesn't know why. " Is there anything else? '' Yes. How do I follow up on this after it doesn't work. No disrespect to you, you seem cool, but, you know? " I'm sorry sir is there anything else I can help you with? '' I said Yes sir, there is. I still need to know what to do if or when this doesn't work. He said " Oh. OK, I understand '' and Hung up on me.

I called back to see if there was any way for me to file a complaint about the agent I spoke to previously and explained what had happened. " I'm sorry sir, What do you want me to do? ". I want you to tell me if there is a way and if so what is the way to file a complaint about an employee who was rude and hung up for no reason. He said ( very rudely ) " Sir, Is there something I can help you with tonight? I don't understand your problem. I said I don't have a problem, per se, I just want to know if they keep track of who I have talked to and if I can file a report on that agent. " I do not understand what you want me to do. '' I have to be completely honest here. I don't ever mistreat CS employees. I've been in that position. Anyway, I pretty much lost my mind and yelled at that point. If you can't understand clearly spoken, native, college educated, non accented American English why do you have this job? this is why I can't get my account closed. With some words I won't type here and hung up because I've had enough.

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