Consumer complaint received 2025-08-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Citibank regarding their mishandling of my account, their improper fraud allegations, and the severe financial and personal harm caused as a result. Below is a detailed account of what happened : Account Opening & Deposit Promise When I opened my Citibank account, I was assured that I could deposit checks digitally and that funds would be available within 24 hours. Relying on this, I deposited my unemployment checksmy only source of income at the time. 

Unexpected Fraud Allegation & Account Lockout The following day, I received an email from Citibank claiming they had confidential information that the check wouldnt be cashed. They froze my account and revoked my access to online banking. I immediately called customer service and asked if I could provide documentation to resolve the issue. I was told, very casually, that someone is on the case and it would likely be cleared up by the end of the day. 

Repeated Calls, No Resolution, Growing Harm The next morning, I discovered Citibank had doubled down on fraud allegations, continuing to block my access. When I called again on XXXX, I was told to wait until XXXX. During this time, I was left completely without funds, at risk of losing power, food, and basic necessities. It had already been more than two months since I was last paid, and these unemployment checks were critical for my survival. 

Delayed Clearing & Arbitrary Restrictions After calling a sixth time on Monday, Citibank finally cleared the checks. However, they told me the account might be reinstated, leaving me in limbo. Effectively, Citibank had taken possession of my funds while denying me any access to them. 

Debit Card Reissue Without Consent Today, I discovered they mailed me a new debit card without my request, indicating that they had reinstated the account. Yet, I still can not access my online banking until the new card arrives, which they claim will take 12 business days. Meanwhile, I remain unable to pay overdue bills or buy groceries. 

Financial and Personal Harm Because of XXXX actions, I have suffered : Late utility bills and risk of power shutoff. 

Potential food spoilage due to power loss. 

Inability to purchase food and basic necessities. 

Emotional distress from being treated as though I committed fraud when I did not. 

Irreversible financial harm from late fees, damaged credit, and missed payments. 

Summary : Citibanks erroneous fraud flagging, lack of urgency in addressing the situation, and withholding of my unemployment funds placed me in extreme financial and personal hardship. They froze my money without justification, failed to provide a timely resolution, and only reinstated partial access in a way that continues to deny me immediate control over my own funds. 

I respectfully request the CFPB to investigate Citibanks practices and ensure that : My account access is fully reinstated immediately. 

I receive compensation for the financial losses and harm caused by this mishandling. 

Citibank is held accountable for treating unemployment benefits and vulnerable consumers in this negligent manner. 

Thank you for your time and assistance. 

Sincerely, XXXX 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