Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/2025 I went into my Citibank Branch and wanted to deposit a check that I have won from the XXXX XXXX I was going to deposit the check into my checking account but the teller advised me of a new savings account that earned a 3 % interest rate. I told her that I would open the account. The account representative that opens up new accounts sat me down and I opened up my new savings account only in my name. The account had a standard hold for the following amounts and dates. 
{$270.00} XXXX standard delay {$6400.00} XXXX standard delay {$48000.00} XXXX standard delay Total check amount {$55000.00} I was ok with that hold because I did not need access to the funds for the rest of the week. 
I Checked my bank account online on Friday XXXX and I could not log into the bank online system it stated All my accounts said access blocked. 
I called the phone number on my debit card 24 hour citi banking line XXXX. I spoke with the customer service line and they stated my accounts were blocked by the Fraud Dept and the accounts were under review for 24-48 hours starting on Thursday XXXX. The hold should of been lifted on XXXX since that would be the 48 hour mark which the hold was never lifted. I called the customer service line on Saturday XXXX and stated I needed access to my funds I dont have any money for gas, food or anything else. I was suppossed to go away on the weekend and had to cancel due to no money access.The customer service department heard my complaints and apologized but said there is nothing they can do at there end and can not release any funds but they can esculate the problem but that the Fraud dept does not work on the weekends and they will be available on Monday XXXX. 
On Monday XXXX I tried to log into the citibank online system to check if the funds were released but the accounts were still blocked. I then drove to my Citibank branch in XXXX and spoke with the citibank account rep and he called the Fraud dept and asked what happened and what was the reason for the holds on all the accounts. The citibank account rep said he told them the account was still under review for another 24 - 48 hours and to come back to the bank on Thursday XXXX and he can call again. He then stated that the Fraud dept could not tell him what happened. I told him I needed some access to my money and the fraud dept was able to release the hold so I can access {$2700.00} out of my checking account and they re held the account. 
I went back on Thursday XXXX and the account representative called and it still showed a hold. I have a savings account with XXXX XXXX the account # is XXXX he is unemployed and his EDD CHECK was deposited into the savings acccount and he needed to withdraw the cash in the amount of {$900.00} and was told that the account is blocked and he can not access his funds. TheseI funds are for his living expenses rent is due, car and phone payment. He can not access any of his funds and now his rent is not paid, no Food, gas, car and our phones are turned off for Non Payment. 
I went into the bank on Friday XXXX pleading with the account rep to call again the Fraud dept he called and told the department that my customer is in dire need to please release some of the funds so she can get money and they stated No. and there was No reponse why the accounts are on hold for now 60 days and it is in a Closing Status and he asked if my customer can call or speak with someone at the Fraud Department and they said No for the customer to wait the 60 days for a letter and a check thru the mail. 
XXXX XXXX XXXX I NEED MY MONEY. THE XXXXXXXX XXXX  CHECK HAS CLEARED AND THE BANK IS JUST USING MY MONEY WITH NO REASON. I NEED HELP AND IN DIRE NEED OF MY MONEY AND XXXX NEEDS HIS MONEY TO LIVE. 
PLEASE HELP ME....

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