Consumer complaint received 2025-09-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXX XXXX thank you CFPB as I had a prior issue with Citibank. I had opened my checking account on XX/XX/XXXX, this is in regards to s prior complaint end on XX/XX/XXXX they put XXXX hold on my account for months without providing any reason as to thy my account was frozen and my funds were frozen with no explanation nor end date in sight at the time my credit took major hits as I could not access my only source of income due to the fact they I had a XXXX in XXXX. I explained this over and over to no avail. When I made a complaint with the CFPB, the lifted the hold and released my funds in a matter of less then 7 days. I only found out the days ago that they told CFPB that they would send me a letter stating why my account was on hold and my funds frozen for so long, however o never received a letter of that sort. Please excuse my alien speak as my XXXX has affected my left side of my body and texting is XXXX but difficult at times. No explanation what so ever. This brings us to the current compleint. 

There actually was fraud on my account this time and they decided to close my account without any notification. I found out then I could t exceed my online account and called them to find out they decided to close my account. I find they odd as I was w victim Of Freud and got scammed but yet they treat me as if Im the perpetrator. Which was eholly upsetting but Im so fed up with Citibank of tether close anyhow. Well I still had my XXXX checks from the XXXX lined up for direct deposit with Citibank for idea they had decided to close my account. If I had known, I wouldve changed my direct deposit to another bank. So now, they tell me that I have a - {$200.00} balance in my account due to this fraud and that theyre going to take the balance of the XXXX from my direct deposit which is fine I agreed however they proceeded to tell me that they would release my one and only source of income check from the federal government and the state to be released in XXXX to XXXX  days in the process of closure. The closure of my account is finalized Ive lost my car insurance because I was not able to pay for they were holding my funds and my credit is taking a hit again, just like the first time. Upon seeking some advice from council informed me that the Citibank can not hold the federal or state issued XXXX check for that long after they took the funds out from the check I went to the XXXX XXXX to explain my situation and they stated that if the counts close that they would return that check and I said yes thats the policy they should be doing that but theyre not theyre just accepting debit still into the account and theyre just holding it for 6090 days. XXXX said they couldnt do anything about it and that once they were released the check they could stop payment and get another check which really doesnt help solve anything because I need access to that money now because now my health insurance its in jeopardy theyre going to cancel if I cant make these payments which I was really depending on with my XXXX checks. I explained the situation to Citibank fraud department no avail all their call centers are out of country and I dont think they truly understand the situation in this area of the situation. I am in by them holding my XXXX check. My life is come to a complete standstill I can not pay for anything. My insurance is getting canceled left and right and I have no funds to even pay back my credit cards or to institution. I owe money too such as my car payment or my student loan. I find this to be highly egregious that they are willing to take the funds they need for my check but yet hold onto the check for another XXXX to 90 days if thats the case XXXX dont understand if if is my account closed or not because they didnt let anything happen. I have no access but yet theyre accepting debits but not releasing anything I find that highly culpable and a very bad business practice. They dont seem to have any empathy nor care about the plight of what they are putting people through I asked them I said do you think this fraud is my fault or some thought is that for that? I feel like XXXX being treated that way, but thats neither here or there is my life is being broken up into shambles because they refuse to release the check earlier but yet decide to take everything from that check that they need. I was notified that even from the XXXX XXXX they said that they can not hold onto those state issue checks because its a XXXX check, but they dont have any car nor do they seem concerned whether theyre abiding by the law with regulations for the banks so I ask for your help in this CFPB once more as Citibank again XXXX goes all expectations and regulations bestow upon them. I have read numerous reviews online about these call centers their disregard for request their lack of empathy for the situation they put their customers through. I dont understand how they dont fully realize that its not that I dont choose to work. XXXX being ordered not to work. I asked the doctor if I could go back to work and she said definitely not so I find myself in very tough situation where I cant work and make money. XXXX relying on these checks, but the checks are being held by Citibank out of I have no idea the reason why they dont seem to want to explain what their policy is because I asked why have you guys acted like my accounts closed but still receive debit but yet the account still open for 1690 days as the process takes that long for for what XXXX actually requested them to close my account that take XXXX to 90 days while theyre holding onto this again, my XXXX check while my life is going to shambles its just completely not right so I ask for your help once again and please let me know if theres any other information I can provideand thank you so much again. I was surprised to hear that Citibank told this at CFPB that they would issue a letter stating all the facts of why my account was held so long last time and my friends frozen for so long last time when I went to the branch numerous times called the call center XXXX weeks, XXXX yet send nothing if that as sort. 
I look forward to their response once again and the actions that theyll take remedy this injustice thank you sincerely, 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 explanation