Consumer complaint received 2026-03-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.

Complaint narrative:
I am unable to access to access my checking account, which is preventing me from withdrawing my Social Security retirement benefits. I am a XXXX citizen currently residing in XXXX after relocating from the United States. Below, I provide a detailed description of the situation, the steps I have taken, and the issues I have encountered. Account Details and Background : I opened a checking account with Citibank in the United States on XX/XX/XXXX. The purpose of the account was to receive my XXXX Social Security retirement benefits ( direct deposit ) and then transfer the funds to my bank account in XXXX. During the account opening process at a Citibank branch, I did not provide a phone number because I was using a prepaid XXXX phone without a long-term plan, as I planned to move permanently to XXXX shortly XXXX bank representative assisted me in setting up the account and informed me that the access codes ( PIN or login credentials ) would be sent via traditional mail to the address of my acquaintance who accompanied me to the bank. This address was provided and confirmed as the mailing address for the account. The Problem : To date ( XX/XX/XXXX ), I have not received the access codes. As a result, I am unable to log in to my online banking account or access my funds through any means. My Social Security retirement benefits have been depositing into this Citibank account ( I believe the first deposit occurred in XX/XX/XXXX ), but I can not withdraw or transfer them. This is causing significant financial hardship, as these funds are my primary source of income. When attempting to log in online from XXXX, the system requires the mailed codes for verification, which I do not have. Attempts to Resolve the XXXX with Citibank : I have contacted Citibank 's customer service multiple times via phone.The numbers I used include XXXX and the international XXXX. In my first calls ( approximately XXXX month after account opening ), representatives assured me that the codes would be resent to the provided address. However, nothing arrived. In subsequent calls, I was told the codes were sent but to a different addressnot the one associated with my account or provided during setup. When I asked for details about this incorrect address, the representative refused to disclose it, citing security reasons. This lack of transparency has made it impossible for me to verify or correct the error. I have requested escalation to a supervisor or the fraud/security department for alternative verification methods ( e.g., using my SSN, date of birth, or other personal details ), but the representative refused to proceed without me providing a XXXX phone XXXX for verification. I have states several times that I don't have a XXXX phone number, and that I should have been informed while opening the account that without a valid XXXX phone number I would not be able to log in to my account online. Each call results in promises of sending the codes via traditional mail, but nothing has arrived so far. Without access to my account, I am unable to manage or access my retirement funds, leading to financial distress and inability to cover living expenses in 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