Consumer complaint received 2025-07-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
I am writing to formally dispute and file a complaint regarding the sudden closure of my Citibank account and the prolonged withholding of my funds without clear or consistent communication. 

I opened a Citibank account on XX/XX/year>, to take advantage of a promotional offer. However, on XX/XX/year>, I received an email notification that my account will be closed by Citibank. No specific reason for this closure was provided, and I maintain that this decision was made in error. 

Since then, I have made multiple calls to Citibank customer service to inquire about the status of my account and the release of my funds ( over {$5000.00} ). Unfortunately, I have received inconsistent and misleading information from each representative I spoke with : 1. First representative I called on XX/XX/year> told me I would receive a check within 710 business daysno check arrived. 
XXXX. Second call on XX/XX/year> resulted in another estimated 710 business daysstill nothing. 
XXXX. A letter from Citibank dated XX/XX/year> stated that I could visit a branch to retrieve my funds sooner ; however, I visited a Citibank branch on XX/XX/year> and staff told me that this was not possible and that it could take 4560 days. 
XXXX. A fourth representative I called on XX/XX/year> told me the funds would not be released until after account closure, which could take over 60 days. 


These conflicting instructions have caused me unnecessary stress, wasted time, and potential financial harm due to lost interest or investment opportunities on those funds. 

In addition, I was informed that this account closure may negatively affect my future relationship with Citibank, despite there being no wrongdoing on my part. I am also concerned that this incident could have a broader impact on my credit profile or interactions with other financial institutions. 

As a result, I wrote a formal Dispute and Complaint Letter to Citibank on XX/XX/year>, to multiple customer service email addresses, including XXXX, XXXX, XXXX, XXXX, and requested the following within 10 days : 1. Immediately investigate and clarify the reason for the account closure and provide me with the basis for your fraud determination.

2. Release my account balance ( $ XXXX ) without further delay. 
3. Provide compensation or interest for the time my funds have been unjustly withheld.

4. Confirm in writing that this account closure will not affect my credit score or future dealings with Citibank or other financial institutions.

5. Provide a direct contact person or department where disputes of this nature can be addressed. 

It is XX/XX/year> and I still haven't heard back from Citibank. Therefore I am filing a complaint with CFPB regarding this matter. I think it is very unfair to customers. 

Thank you for your attention to this matter! I'd be happy to provide more information if needed.

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