Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I've recently opened a new business checking account at Citi Bank, XXXX XXXX ( XXXX ) it was opened on XX/XX/year>. The business is called XXXX XXXX XXXX, it's a software development company registered in Florida. 

The business account was funded with {$50000.00} USD through a domestic bank wire transfer from a highly respected company called XXXX. The president of the company, XXXX XXXX ( ex-President of XXXX XXXX ) personally approved this. The {$50000.00} is a grant for a new software development project developed by XXXX XXXX XXXX. 

After I received the reference code in the mail to activate my debit card, I went ahead to the XXXX XXXX  in XXXX XXXX to purchase two laptops required for the company ( this was my first purchase ever on this debit card ). My transaction kept getting blocked, and I called 5 separate times to validate my identity and confirm that this was me trying to make the purchase. 

After each call, I was re-assured that the card was unblocked and that I was able to proceed with my purchase, but it continued to get blocked. By the fifth attempt, I was told that my card was now blocked for 48 hours for an investigationeven though I validated my identity each time I called. 

So the customer service, re-assured me I can go to the branch and get cash out. After spending 1.5 hours on call with customer service, it was too late to go to the bank. SO I went the next day, provided my IDs at the bank, and was aple to withdraw {$4800.00}. 

BUT, since then, I've been calling a few times a week, as well as, going into local branch to unblock my account. And now they have completely frozen my account due to an ongoing " investigation. '' For some reason, which they won't tell me why, I'm not even allowed to take cash out, even though I can prove all of my identity and nothing was stolen... I have a US passport and US pastport ID, my social security number, they can validate my email and phone number. I've brought in my lease to my apartment to show my residence ... and none of that works for them. I'm literally in a state of hysteria and on top of that I'm XXXX, and I don't know what else to do. 

Nothing was stolen, I've proven my identity countless times, and yet they tell there is a fraud investigation and thats it, I can't access anything. I've never experienced anything like this in my life. 

The Branch Manager has also been trying to help me, but she says that the Citi Bank " back office '' has literally locked my account and she can't do anything about it.

The last thing she told me was to expect a " letter '' with a verification code to again " verify my identity. '' I called customer service again today to ask when it was sent and when it would arrive, because nothing has come in the mail. 

She confirmed, a letter was sent Monday XX/XX/year>. Today Friday, XX/XX/XXXX, exactly 10 business days since it was sent. I told her nothing has come, and she said all I can do is want longer and try calling back another day. 

Meanwhile, I haven't been to operate my business now going on 3 weeks!!! I've completely lost any confidence and respect for this bank. I want to close my account and I would appreciate your help get my funds out and close the account for good. 

You can email me for more information and documents at XXXX or call my cell at XXXX. 

Best regards, 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