Consumer complaint received 2025-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.

Complaint narrative:
Issue : Check cancellation refusal, misleading guidance by Citibank XXXX XXXX ( XXXX XXXX ), and refusal to escalate during a financial emergency XXXX : I am a Citibank customer who recently moved abroad. Before leaving New York, I visited the XXXX XXXX ( XXXX - XXXX ) in person to ask how to safely transfer my funds to a foreign bank. A Citibank employee advised me to write a personal check from my Citibank account and deposit it into my new account overseas. 

I followed these instructions. However, the foreign bank rejected the check, citing international restrictions. I am now in a foreign country with no way to access that money, and I have very limited funds left. This has placed me in a financially vulnerable and unsafe position, solely due to the misguidance of Citibanks branch employee.

I called Citibanks customer service to cancel or stop payment on the check, but instead spent over an hour being transferred from XXXX department to another, with no resolution. 

Heres what happened during the call : I explained the situation clearly and was told the only way to cancel the check is to physically return to the XXXX branch, which is unreasonable and unrealistic given I just moved, communicated this to the bank before leaving the states and now live abroad. 

I repeatedly asked to escalate the matter to a supervisor. After XXXX separate requests and additional holds, I was finally told the name of the supervisor : XXXX - XXXX, who refused to speak to me on the grounds that he couldnt help me. 

XXXX also told me they were going to file a complaint against me because my tone became assertive after over an hour of being dismissed. I have a full recording of the call and happy to share this in reporting. 

This is a serious and time-sensitive issue. I am in a foreign country, nearly out of funds, and the only way Citibank has offered to help is by telling me to return to the physical branch that gave me the wrong advice to begin with. That is not a solution - that is evasion of responsibility. 

I am formally requesting : Immediate cancellation or stop payment of the check issued from my Citibank account Written confirmation that this check will not be processed or cleared A formal investigation into the XXXXXXXX XXXX XXXX  XXXX XXXX ) for giving faulty instructions A review of Citibanks handling of this call, including the refusal of supervisor XXXX : XXXX to speak with me and the inappropriate threat made by the representative Assurance that Citibank takes responsibility for putting a customer in financial danger due to its own error This is not just an inconvenience. I am currently cut off from my own money, and unless this check is canceled, I XXXX be unable to meet basic living needs. Citibank must take immediate responsibility and act in accordance with its obligation to protect its customers.

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