Consumer complaint received 2026-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Subject : Request for Immediate Review of Citibank 's Actions and Excessive Account Restriction Policies I am requesting an immediate review of Citibank 's handling of my account, as I believe their actions have created an unnecessary financial hardship for my family and raise serious concerns regarding fairness, transparency, and consumer protection. On XX/XX/XXXX, at approximately XXXX PM, I deposited several money orders through Citibank 's mobile deposit system. These money orders were provided by my tenant as rent payments and were purchased at XXXX. Prior to depositing them, I called the issuer using the phone number listed on the back of each money order to verify that the funds were valid and available. I was later informed that Citibank had successfully cashed the money orders on XX/XX/XXXX. Despite this, the bank placed my account under review and required me to wait through a hold period. After the review period, no clear legal or factual explanation was provided. Instead, I was informed that my account had been closed and that I might have to wait up to 60 days for a resolution. What is particularly troubling is that although Citibank claims my account is closed, the bank has continued to receive and retain my direct deposit payroll payments rather than rejecting or returning them to my employer. As a result, Citibank is holding not only the proceeds of the deposited money orders but also my earned wages. For approximately XXXX days, I attempted to reach a supervisor for an explanation. When I finally spoke with XXXX, I was told that the bank believed the money orders might be fraudulent. This explanation was difficult to understand given that the money orders had already been processed and cashed by Citibank, and that I had independently verified them with the issuer before making the deposit. Furthermore, Citibank repeatedly questioned why I deposited the money orders through the mobile application. If mobile deposit was not permitted for this type of instrument, the bank 's system should have rejected the transaction at the time of deposit. Many financial institutions have systems that automatically prevent unsupported deposits. Instead, Citibank accepted the deposits, processed them, cashed them, and only afterward restricted my account and withheld my funds. The consequences have been severe. I am the parent of XXXX XXXX children and live paycheck to paycheck. Because Citibank has frozen access to my money, I have been unable to pay rent, electricity, water, and other essential living expenses. I have now received an eviction notice and face significant financial and emotional hardship solely because I can not access funds that belong to me. which they dont even inform me how much money they are withholding. Citibank has also advised me to pursue a fraud claim with XXXX. However, when I contacted XXXX, I was informed that the money orders had already been cashed by Citibank and that there was nothing further they could do. This leaves me in an impossible situation : the issuer confirms the money orders were paid to Citibank, while Citibank continues to retain the funds without providing a clear resolution. I respectfully request an immediate investigation into : XXXX. The basis for the closure of my account. XXXX. The legal authority for retaining both my deposited funds and payroll deposits. XXXX. The reason my direct deposits continue to be accepted rather than returned to my employer. XXXX. The status and location of the funds represented by the money orders. XXXX. Whether Citibank 's actions comply with applicable banking regulations and consumer protection laws. I trusted Citibank to safeguard my money and provide fair access to my funds. Instead, I have been left without access to my income, facing eviction and financial distress, while receiving inconsistent explanations and no meaningful resolution. I respectfully request the immediate release of any funds that are rightfully mine and a full written explanation regarding the actions taken on my account. Sincerely, XXXX XXXX XXXX XXXX XXXX

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