Consumer complaint received 2026-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I opened a new Citibank account on Monday, XX/XX/year>. On XX/XX/year>, I received an international wire transfer from my bank in XXXX in the amount of approximately {$15000.00}. The wire was successfully deposited into my Citibank account. After the funds arrived, I attempted to make an internal transfer from my Citibank account to my boyfriends Citibank account in order to repay him for tuition he had previously paid on my behalf. Citibank blocked that transfer and then locked me out of my account entirely. Since then, Citibank appears to have treated this transfer as suspicious, and its XXXX department has repeatedly refused to restore my access to the account, claiming that they are unable to verify my identity by phone. I have called multiple times and have received no clear or consistent explanation. I also visited the branch in person with identification documents, including my passport. The branch banker who helped me open the account attempted to assist me, but Citibanks XXXX department still refused to provide any alternative method of verification. Citibank would not allow in-branch verification, would not accept my identity documents presented in person, would not offer mail verification, and would not even allow the account to be closed and the funds returned to me. They insisted on phone verification only, while at the same time rejecting the phone numbers I provided. Because of Citibanks instructions, I spent money obtaining new phone lines in an effort to satisfy their verification requirements, including a XXXX prepaid line costing approximately {$27.00} and a XXXX postpaid line with related fees totaling approximately {$70.00}. Despite these efforts, Citibank still refused to verify my identity. Citibank is now holding approximately {$15000.00} of my money while refusing to provide any workable means for me to regain access to it. This has caused financial hardship because I need access to these funds and have been unable to use them. I also want to make clear that my complaint is not against the employees at the Citibank branch. The branch banker who assisted me was kind, patient, and genuinely helpful. He made significant efforts to help verify my identity and resolve the issue. My complaint is specifically directed at Citibanks XXXX department. I called Citibanks XXXX department approximately XXXX to XXXX times, and the representatives gave me inconsistent and contradictory information. For example, some representatives attempted to verify my phone number and then stated that it could not be used to verify my identity. Others refused to attempt verification at all. Some representatives told me that Citibank could send a verification letter by mail, while others said that mailing a letter was not possible. Some representatives stated that obtaining a postpaid phone number that could verify my identity would resolve the issue ; however, after I spent time and money obtaining such a number, Citibank still refused to verify me. During one call, when I repeatedly asked whether there were any other ways to verify my identity, the representative simply stated that they could not help me and would not provide further assistance. Even after I asked multiple times what other options were available, I was repeatedly told that no help could be provided. This was extremely frustrating and deeply disappointing. My banker also asked to speak with the representatives manager, but that request was met with reluctance. Even after the manager became involved, no meaningful assistance or reasonable explanation was provided. When my banker asked to escalate the matter further and speak with the managers manager, that request was initially resisted. Although a higher-level discussion eventually took place, no practical solution or clear justification was ever given. Because Citibanks XXXX department repeatedly provided inconsistent information, refused reasonable alternative methods of identity verification, and continued to hold my funds without offering any workable resolution, I believe the freeze on my account and funds has been unfair, unreasonable, and potentially improper. From my perspective, Citibank has effectively frozen my legitimate funds without providing a lawful and accessible way for me to verify my identity and regain access to my own money. For all of these reasons, I respectfully ask the CFPB to investigate Citibanks handling of this matter, particularly the conduct of its XXXX department, and to require Citibank to provide immediate access to my account, reimburse my related expenses, and provide appropriate compensation for the loss of use of my funds.

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 non-monetary relief