Consumer complaint received 2024-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I handle all my father 's affairs he is a XXXX XXXX XXXX  Veteran, I received a refund check from out Homeowner 's policy XXXX XXXX XXXX in the amount of {$520.00} dated XX/XX/XXXX I shortly after mobile deposited into my Citibank after my father signed it ( please not this is not the first check I have deposited into my account made out to my father ) I believe this took place on XX/XX/XXXX I do not remember the exact date because Citibank from all my accounts and locked me out of the online banking. The flagged my account as fraud after releasing a portion of the funds to me. This was a few days before XXXX I was left with no money even to provide XXXX dinner. Frustrated at at my wits end I begin calling Citibank corporate offices in the US I reach a manager at an employee center in XXXX. I explain the situation tell her that I spoke with numerous agent in the call center overseas and can not get any resolution. She offers to call an internal number to the Fraud department to see if she can get any guidance. After speaking with a manager in the Fraud Department they said I had that I had 3 options. 

1. Go with my father into a Citibank branch and show ID ( keep in mind that all the Citibank brick and mortar locations are closed in this area of XXXX Florida. The closest branch being XXXX or XXXX which is 8 hours away. I have an SUV that would be at least {$300.00} in gas to get there. 

XXXX. I could add my father to the account and they would send him a packet to fil out to be added. ( this was a lie ) When I attempted to add him with customer service they said the only way to add him would be to go into a Citibank location. 

XXXX. Wait the 60 days for the account to be closed and I would be issued a check for the remaining balance in the account. 

So now back at square one, I begin to challenge them, because how are you going to call yourself an online bank but any resolution lies in us going into branch ( which there are none of ). Why can't my father go get something notarized and fax a copy of his ID. 

With no answers and just some " supervisor that barely speaks English repeating the same thing over and over again. 

I give up after weeks of getting no where and decide to just wait for them to close the account. 

Well guess what that 60 days has come and left and now Citi Corporate escalations department Ref # XXXX agents name is XXXX tells me the only way to get my money is to got into a brick and mortar location or have XXXX XXXX XXXX recall the funds. So basically I was lied too again by Citibank XXXX stated that is the only way. I asked " How is XXXX 's going to recall funds in the amount of {$520.00} if you already released a portion of that monies to me? Of course she had no answers. I called XXXX 's and they said they can not recall funds and that was the most ludicrous thing they ever heard of when the check has already been cashed an Citibank is holding the funds. When I asked XXXX what will happen to our money she said since the check was not in my name they disclose that information to me? What? So you are just going to keep our money? 

I finally told my father about the situation in which I did not want to upset him because he is a XXXX veteran. I called on a 3 way because he wanted to speak with XXXX we also had a XXXX 's agent on the line but she refused to take the call. I need a resolution other then my father and I driving 8 hors to XXXX. I can not believe they are allowed to do this to people. XXXX 's suggested I file a complaint. Please help!

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