Consumer complaint received 2026-06-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
Financial Institution : Citibank, XXXX Product Type : XXXX IRA ( Individual Retirement Account ) Account Number : XXXX Type : Failure to Release Funds/ Improper Denial of Account Closure : XXXX IRA Duration of Delay XXXX XXXX Months and XXXX Days ( Pending since XX/XX/XXXX ) Complainant Legal Name : XXXX XXXX XXXX also known as XXXX XXXX XXXX, Account Owner Detailed Complaint & Overview of Dispute : XXXX. I am filing this complaint against Citibank for an ongoing, unreasonable, and legally questionable delay in releasing funds from my XXXX IRA account. Despite my complete compliance, prompt responses, and submission of valid government-issued legal documentation, Citibank has withheld my funds for over XXXX days. This delay is causing severe, irreversible financial hardship. XXXX. Background and Account Closure Request : On XX/XX/XXXX, I visited a Citibank branch to close my XXXX IRA account ( Account # XXXX ). I opened this account over a decade ago. I requested a total liquidation and distribution of the funds. The Citibank representative flatly refused to process the transaction or assist me. When the account was originally opened decades ago, my student identification was used, which listed only my first name, " XXXX. '' XXXX. Verification & Documentation was provided to resolve this discrepancy on the spot, I presented the agent with my official, legal name documentation. This document establishes my full name. Same DOB. The agent refused to review, scan, or accept this legal document. I had my banking cards and all required account information. I also offered additional information to bridge the identity gap, including my sons birth certificate ( which reflects the name " XXXX XXXX. " ). Citibank personnel refused to consider these documents & decided to send to the XXXX XXXX XXXX instead because of my persistence that it was an urgent matter. Things were not the same XXXX years ago! A nickname was enough to open an account ; my XXXX ID was used. I have never had any issues in the XXXX for the last XXXX years. I have visited frequently. My own child resides in XXXX and was born in XXXX XXXX XXXX XXXX. His father has the same nationality. I explained that I am tax exempt to them. I worked for an XXXX XXXXXXXX and I have not filed for residence since I left to work overseas in XXXX. I only visit for short stays & have NOT lived there permanently since XXXX. The person called by phone & the Agent confirmed the same to her that a XXXX XXXX is tax free. XXXX IRA contributions are after-tax from my payroll deposits. My organization assessed my income monthly and sends to my XXXX XXXX I can share the pay slip with the assessments or ask XXXX to provide proof. I provided all tax forms & nothing changed. My employer sent them a letter stating both my names XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, why would i lie and what can I benefit from it? ID theft? Not serious. I have done a few transactions before for the same account please check those and was never denied any service until my last visit to the XXXX XXXX XXXX on XX/XX/XXXX and the same continues due to refusal to support by the XXXX XXXXXXXX in the XXXX XXXX XXXX XXXX XXXX. I have reached my boiling point! This is an unfair process.They do not even give feedback. I am the one consistenly calling and asking about progress and I am told empty promises every time. XXXX. Severe Financial Hardship Context : Citibanks refusal to release my funds has directly worsened an acute family financial crisis. In XX/XX/XXXX, a very close family member ( cannnot say due to confidentiality ) suffered a XXXX XXXXXXXX. This individual required extensive hospitalization & ongoing XXXX XXXX I have exhausted my personal financial resources & taken out substantial loans to cover mounting medical claims. My health insurance provider is currently failing to honor claims, paying only XXXX % of fees. The funds in this XXXX IRA are legally mine and are desperately needed to cover these urgent, life-sustaining medical bills. XXXX have been delayed by XXXX months as a result. Payment was due early XXXX and I went to the branch to resolve on XXXX XXXX after traveling to the XXXX for XXXX week. XXXX. Regulatory Violations and Failure to Act : For XXXX months and XXXX days, this case has remained " pending '' without resolution. Citibank has failed to provide a clear, written path to compliance. Denied a consumer access to their own registered retirement funds. Refused to acknowledge legally binding name-change documentation. Citibanks failure to establish a reasonable identity-verification bridge for an account established decades agowhile rejecting valid legal documentationamounts to a constructive seizure of my retirement assets. Requested Resolution : I demand that Citibank immediately : Immediate Account Liquidation : Expedite the closure of XXXX IRA account number XXXX. Disbursement of Funds : Deliver the full liquidated balance to me immediately via bank transfer deposit in my regular checking account in the same Bank without penalizing me for delays caused by the bank. Please note that I have been with Citibank for XXXX years in total, since XXXX. It is my first time being denied service for an account which I clearly saved for and own. I am closing the funds to avoid taking on more debt. I no longer want to keep it open after all these denials, delays and negligence from the XXXX XXXX. The worse customer service experience ever. Thank you for your kind to this very urgent matter. Additional information provided by consumer : XXXX Consumer states the company name should be Citibank and not Citibank XXXX XXXX XXXXXXXX as she provided in her online complaint.

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