Consumer complaint received 2024-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
I have had the majority of my employment earnings deposited directly into the Accelerated Savings Account since I started a relationship with Citi Bank around XXXX. 

Recently, Citi mailed correspondence to my home about changes in relationship tiers they are making. The correspondence explained that any account falling below {$30000.00} would be downgraded from Priority status, but there would not be a monthly service charge for anyone with a direct deposit of at least {$250.00} per month. I didnt care about being downgraded from Priority banking, and since I had a direct deposit set up from the beginning, I determined that I would not be affected by these changes. The communication did not specify which account the direct deposit must go to, and it was already set up to deposit into the Accelerated Savings Account from day one. 

Despite this, the bank assessed {$15.00} and {$30.00} service fees to my checking account around XXXX XXXX, which resulted in a negative balance of approximately - {$9.00}. They then proceeded to permanently close my checking account due to the negative balance without my authorization. 

I have made two long phone calls requesting reimbursement of the {$45.00} they deducted while they earned interest on the sizeable funds I had with them at the time. During each call, I was told to expect a check for {$45.00} in the mail, but the check never arrived. 

In XX/XX/XXXX, I noticed a sudden {$4.00} fee assessed to my Savings account. I called and was informed it was because I didnt have {$500.00} in my traditional Savings account. I transferred {$500.00} from the Accelerated Savings Account to the traditional Savings Account. However, in XX/XX/XXXX, the traditional Savings Account was again assessed a {$4.00} fee. 

I had enough at this point, so on XX/XX/XXXX, I called for the third ( actually fourth ) time. I first inquired about the {$45.00} check that never came. The representative informed me that the request had been denied and told me to read Citi 's correspondence, claiming they were justified in keeping my {$45.00}. The representative transferred me to a manager, who explained the previous requests for reimbursement were denied because the checking account was closed. But Citi was the one that closed the account quickly and without my authorization!

I specifically remember there being no stipulation in Citis correspondence that the direct deposit had to go to the checking account. Regardless, this is not how a bank should treat its customers.

The manager submitted a request for the {$45.00} refund for the third time, which I am confident will be denied again. She also hung up on me mid-sentence when I was asking her to refund the two {$4.00} service fees from the traditional Savings Account. 

I am absolutely bewildered that a banking institution can behave this way. They seem to think they can play by their own rules and take my money whenever they want. Every phone call has been a nightmaresystems are always down, and representatives provide false information. 

I no longer wish to bank with Citi and have begun moving my funds elsewhere. However, I will not stop until Citi refunds the {$54.00} they deliberately took from me. This entire situation feels like a deliberate setup due to the snowball effect. If this happens to enough customers, it would generate significant revenue for Citi. They could have simply earned interest on my funds, but instead, they tricked me into accumulating fees. 

I do not recommend this bank to anyone, and they need to return the money they took from 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 monetary relief