Complaint Review: Citibank - CA

I am writing today in the hopes of immediately resolving a dispute, which was filed on February 1, 2023 – nearly 6 months ago (or 21.5 weeks ago, or 151 days ago)! That is clearly and grossly beyond regulatory guidelines.

Below is a timeline of my interactions with Citibank and Bank of America. It should become clear quite quickly that no one is taking responsibility and I am being pushed aside.

As you will see, I have been told the same thing time after time; I’ve been told there’s nothing Citibank can do due to Federal regulations; I’ve been told ‘its pending’ numerous times, and I’ve been told I’d get an update. I’ve been beyond patient. But almost 6 months is long enough.

 1/2/2023 – Paid bill for My Best Buy Visa Card in the amount of $7,097.58 (Citibank check). Sent via USPS to vendor.

1/18/2023 – Alerted that my payment to Best Buy has not been made. I file a dispute with Best Buy. I pay balance with my credit card to avoid late fees and bad credit ($7,097.58).

2/1/2023 – Spoke with Gabby at Citibank. I open a dispute with Citibank for forged endorsement .

2/8/2023 – Best Buy Investigation proves they never received/cashed my check. Their dispute is resolved and closed.

2/12-13/2023 – Receive Statement of Unauthorized Use for Claims of Forgery form from Citibank. Immediately sign and send it to the email provided ([email protected]).

2/14/2023 – Send copy of resolution letter from Best Buy to email above, showing proof that Best Buy never deposited the check.

2/24/2023 – Fax over same documentation to Citibank (866-693-0144) as it appeared the email was not received.

2/24/2023 – Via website chat, spoke with Rachel. She states the dispute is still pending; Dispute date is 2/1/23 and can take 90 days. I asked her to expedite the dispute.

3/13/2023 – Spoke with Jovina. She states the dispute is still pending. For some reason, Bank of America (the depository bank) has not replied to them.

4/7/2023 – Spoke with Chelsey. Dispute is still pending. Bank of America is investigating because it was cashed through them (this is the first time I’m understanding why Bank of America is involved since I paid from a Citibank account, to Best Buy Citibank Visa.)

5/9/2023 – Spoke with Rochelle. Case is still pending. She states they are still waiting for Bank of America. She files a “follow up” which will expedite the dispute. I’m told to call back on the following Friday.

6/8/2023 – Spoke with Ken. Case is still pending.

6/26/2023- Spoke to manager Jeff. He states this has been 145 days since I first filed the dispute! He states the case is still pending and that they are federally regulated as to how to proceed – there is nothing they can do, and they are only allowed to contact Bank of America every 2 weeks! I ask for Bank of America’s dispute number so that I may follow up with them myself . Jeff also tells me I can check for any updates and/or messages in my secure folder, but have received nothing to date. He informs me the investigator is Karen W. but wouldn’t let me speak with her or divulge her contact information.

When I asked why Citibank won’t put the money into my account while they wait for Bank of America, Jeff explains that since it’s a check that isn’t policy (as opposed to a credit card dispute which would be deposited into my account immediately).

6/27/2023 – Contacted a banking professional on my recourse and plan of action. Advised that I report to OCC, CFPB and BBB.

6/27/2023 – Contact Bank of America and spoke with Bethany (manager). She was able to find my dispute but was unwilling to speak about the case unless I had a Citibank associate on the phone, as well. I create a 3-way call between myself, Bank of America and Citibank (Jason was the associate from Citibank).

It’s discovered that there was missing communication and lack of follow up from both banks to each other. Jason assures me that he or the investigator (Karen) will call me later that same day or the following day. Never received a call from anyone. Still no message in my secure folder.

7/12/2023 – Spoke to Mary at Citibank. She states the investigator had filed a follow up, but that was from June 8th, 2023. I asked her if anyone filed anything on my behalf since my last conversation on June 27th which is when I was supposed to receive a return call with an update. She was not able to answer that.

Mary states that Bank of America now must do their investigation which could take an additional 90-120 days!

 As of this writing, I have not received any calls from Citibank nor any secure messages, and only 2 form letters from the initial filings.

I am currently losing money from this debacle and will continue to as long as this case is “pending”. I am having to move money around to accommodate for this extreme inconvenience and to avoid late fees/missing payments, etc.