Consumer complaint received 2025-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
I have requested all statements and checks from the closed checking account from XX/XX/XXXX to the time of account closing ( mid XXXX ) to be mailed to me via regular mail. I am requesting that they mailed to me in the regular mail. It is required by the Federal government to have a five year look back on all financials for a XXXX application for a XXXX XXXX. The reason why this account was closed was due to fraud on a check from a helper person for my elderly mother which I filed to the police. 

I have been requesting these documents since XXXX XXXX! Citibank has delayed my moms XXXX application to a XXXX XXXX  by not providing this information. 

When I requested five years of financials from the Brokerage side of a closed account from Citibank they provided it to me via snail mail in less than 48 hours. It has been over 2.5 months now for Citibank banking to provide these. 

Here are all of my notes of my requests : In mid XXXX around XX/XX/XXXX I requested the statements and checks to be sent. See confirmation numbers. I never received them.. 
XXXX checks XXXX statements On XX/XX/XXXX I called and they said they would resend them. See confirmation numbers.I never received them. 
XXXX checks XXXX statements On XX/XX/XXXX I called and they said they would send them. See confirmation number. I never received them. 
XXXX both checks and statements On XX/XX/XXXX I called and they said they would send them. See confirmation number. I never received them. 
XXXX both checks and statements On XX/XX/XXXX I called and spoke to a supervisor. See confirmation number. I never received them. 
XXXX On XX/XX/XXXX I called and spoke to a supervisor. The case was escalated. They said they were in transit via regular mail. I never received them. 

On XX/XX/XXXX I called and spoke to a supervisor. They said they were not in transit, the case was still open and they escalated the case. I requested for that supervisors manager level to call me. I was informed they would call back within a 24 hours within the business days. I never received a call. 

On XX/XX/XXXX I called and spoke to a supervisor. They said they escalated the case to the back office and sent an email to the back office. I re-requested to speak to a supervisors manager. They told me it will be 3-5 business days to receive a call back. I am still waiting and still want that call. 

On XX/XX/XXXX I called and spoke to a customer service representative. He doesnt see any requests open no does my case number XXXX pull up anything for him. I request to speak to a supervisor. I do speak to a supervisor and she sees the notes on my case. Her name is XXXX XXXX XXXX? ). That call is disconnected on Citibanks end while I was on hold. 

On XX/XX/XXXX I called back and spoke to a supervisor named XXXX. He said he escalated it. I have very little faith it will help. I am submitting this complaint because I need the statements to complete a XXXX application for my mom in a 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 non-monetary relief