Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.

Complaint narrative:
The three account holders opened the account in XX/XX/XXXX due to the political and economic situation in XXXX. None of the account holders ever used the credit cards ; we only used the account to make transfers to our savings account at XXXXXXXX XXXX XXXXXXXX XXXX XXXX ( XXXX ). 

On XX/XX/XXXX, we logged into the CITI.COM website to make a transfer and were surprised to find that our checking account was no longer listed among the available options. On XX/XX/XXXX, we sent an email to our account XXXX at the Citibank XXXX XXXX XXXX requesting information about what had happened. We received an out-of-office reply stating she would be away until the XXXX. She replied on XX/XX/XXXX, informing us that the account had been closed due to a XXXX balance. However, we had over \ {$20000.00} XXXX  in that account. 

On XX/XX/XXXX, we emailed again to ask where the funds we had available had been transferred. On XX/XX/XXXX, the account XXXX replied that she had checked the account and confirmed that it had over \ {$20000.00} as of XX/XX/XXXX, and that the balance had been depleted using the debit card an action we never carried out, as stated at the beginning of this message. 

On XX/XX/XXXX, we sent another email indicating that there must be a mistake, as we had never used the card and had only made transfers to our account in XXXX. We requested that she send the account statements from XX/XX/XXXX up to the date the checking account was closed. That same day, she replied that she could not send the statements because there were XXXX other co-owners of the account, and it was not possible to send them by email. She said we needed to access them online, but since the account was blocked/closed due to a XXXX balance, we could not access this information. 

Also on XX/XX/XXXX, we replied, stating that none of the account holders had made any charges with the debit card. On XX/XX/XXXX, the account XXXX stated that according to their records, the card used was the one under the name of XXXX, and asked whether she had the card in her possession and if she had traveled to XXXX. In the same message, she stated that it appears the charges were made in XXXX and asked whether XXXX. had recently traveled to that country. We sent, by regular mail to Citis XXXX XXXX XXXX South Dakota, copies of the immigration records of all three account holders to demonstrate that we have not traveled to XXXX. 
On XX/XX/XXXX, we responded that we have the card in our possession and that XXXX. has never in her life traveled to XXXX. On XX/XX/XXXX, she replied that we needed to contact the banks call center and report the transactions as fraudulent by calling XXXX. 

The first call to that number was made on XX/XX/XXXX, where we reported the situation after speaking with XXXX different people and spending more than XXXX hours on an international call ( we are in XXXX ). On XX/XX/XXXX, the bank made a series of credits to our savings account ( which was still active ) totaling \ {$6300.00} which was not the full amount that had been taken. 

Between XX/XX/XXXX and XX/XX/XXXX, Citi reversed all the credits made on XX/XX/XXXX ( \ {$6300.00} ). Faced with this situation, we contacted our account XXXX again via email, and on XX/XX/XXXX, she replied that we needed to contact the call center again and file an appeal for the case. 

Since then, we have made more than XXXX additional calls to the call center to follow up on the case status. On XX/XX/XXXX, we received a credit for the same amount previously reversed \ {$6300.00}. That is the only amount we have received to date. 

We have not received any written explanation as to why only that amount was reimbursed, and we have not been given any information regarding the remaining balance of \ {$14000.00}.

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