Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXX  XX/XX/year> On XXXX  XX/XX/year> I checked my Citibank app and it said they were having technical issues and to try later. I checked later and got the same message. That evening after work I went to purchase some food and my bank card was declined. I called the bank and they stated that my account was froze and I needed to call the fraud department at XXXX and select option XXXX. Fraud department said they froze or blocked my account because of a third-party check that I deposited on XXXX for {$560.00} through the mobile app. I explained to them that it was a client that owed me money for some legal paperwork I did for him. Fraud department stated I needed to go to nearest Citibank branch with the third party to confirm Identity with his drivers license or government ID so they could release the freeze, and that it would take XXXX to XXXX hours. 
On XXXX XXXXXXXX XXXX after work my client and I met at the XXXX branch at XXXX pm. I called the fraud department while I was waiting for assistance. The bank was approaching closing time so the person from fraud department stated she would be able to talk to a teller since the bank was near closing time. The bank teller spoke with fraud department and was instructed to check my ID, my clients ID and social security card. Then fraud department told bank teller and myself that it would give me access to my funds within XXXX to XXXX hours. On Wednesday XX/XX/year> I received XXXX emails from Citibank stating the check for {$560.00} was cleared and to give them XXXX to XXXX business days to release funds and to void out check after that. I was assured by the XXXX emails that everything was being processed and I would have access to my account and funds no later than XXXX XXXXXX/XX/XXXX. 
On XXXX  XX/XX/XXXX, I was not able to access my bank account, I called the fraud department and they said they were in the process of closing my account and that I was going to receive my funds by check in XXXX to XXXX days. I stated to fraud department that that was not the information I had been given on XXXX XX/XX/XXXX, since I went to bank and did what I was instructed to do regarding this issue. They stated they were closing my account and would have to wait the XXXX to XXXX days. I explained to them that they I could not wait to access my funds because my rent, bills, gas and food could not wait and they were putting me in a distressing situation because of this issue. They state there was nothing they could do, so I asked if I went to Citibank if they would give me my funds and close the account and they informed me that it would be to the discretion of the bank. I went to Citibank branch and related this issue to the person at the bank ( XXXX ) she informed me that they could not do anything and that the fraud department does this frequently to get customers to end conversation. 
Saturday morning the fraud department stated my available balance was {$3300.00} and that my weekly direct deposit ( {$790.00} ) from work was not deposited on Tuesday XX/XX/XXXX at midnight because of freeze. They stated I needed to contact my employer regarding that deposit. On XX/XX/year> I went to the Citibank branch in XXXX and spoke with branch manager regarding this issue, he tried getting through to the fraud department so they could release my funds but no one answered. He suggested I come back to see him on XXXX XXXXXX/XX/year> at XXXX am, so that we can get through to the fraud department so they would release my funds. On XX/XX/year> at XXXX am, I contacted payroll department at XXXX XXXX and they verified the {$790.00} was direct deposited into checking account with Citibank. At XXXX am I went to Citibank branch in XXXX to meet with branch manager, he and his coworker called and tried to get the fraud department to release my funds and they did not release hold. I feel I have been treated unfairly by Citibank fraud department and they put me in a distressed situation because my livelihood has been affected. I cant provide rent, food, gas to get to work, or pay my bills, because they did not give me access to my funds although they said they would after the XXXX to XXXX hours period. 
Sincerely, 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