Consumer complaint received 2025-05-03 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
After Citibank wrongfully closed my account on XXXX XXXX Citibank agents have lied to me about reinstating my account. Citibank blocked and requested my account for closure on Saturday XX/XX/XXXX for a tax refund check that was already verified back in XX/XX/XXXX when I first opened the account where they temporarily blocked the account to verify funds. They then verified funds and I retained account access in early XXXX. Ive been going to the branch every day since Monday XX/XX/2025 where I provided legal proof via an IRS account transcript to the branch teller who submitted it on my behalf and also saw in the system that the check had already been verified. I was told over the phone to wait 24-48 hours for an update. On Wednesday, XXXX XXXX, I was told that my account was going to be reinstated as the closure was denied after providing valid proof from the IRS that the check legally belongs to me. I was then told to wait another 24-48 hours as my account was scheduled for reinstatement on Friday XX/XX/2025. On Friday morning, I still had no account access like I was told. The branch XXXX XXXX XXXX told me that my account was going to be reinstated as the closure was denied as she read the notes in the system. She called Citibank on my behalf stating the account was issued for reinstatement Friday for a check that was already verified plus I provided legal documentation and that I needed access to my funds to pay bills and go to work. The agent over the phone stated they just received the documents that same Friday and I still had to wait for an update which is a lie because I was told over the phone Wednesday that they reviewed the documents that I provided on XX/XX/XXXX and the closure was denied on XX/XX/XXXX and I was scheduled for reinstatement that same Friday, XX/XX/2025. The agent over the phone stated she couldnt do anything to unblock my account and I would have to wait for the back office after the branch teller worked diligently on my behalf to get the account unblocked the same Friday as I been told. Later that same Friday, I call back Citibank for an update the agent on the phone told me that the reinstatement was denied after waiting patiently and going to the bank everyday, working with the teller and calling everyday for an update. They stated that I would receive my funds within 30-60 days via check. When I asked about if I can go to the branch to expedite the funds being sent to me, they said it is the banks discretion but it is possible which Im not sure if its a lie. Most importantly I was lied to about reinstatement after working diligently with the branch and calling everyday to work on this issue. I lost my job because of this and I am behind on my bills due to an error from the agents and the back office and I am on the verge of being homeless for being locked out of my legal funds. The branch shouldnt have to rely on offshore agents to resolve issues that they can clearly see is an error. The phone lines are completely disorganized as even the branch tellers as well as myself are constantly rerouted thus explaining the miscommunication between departments which is most likely the reason for them lying to me about reinstatement when they shouldve already seen and corrected this error for me. I did not break any rules in the client manual and I will not accept that answer as it is an excuse for poor management from their agents and back office over the phone. The branch teller once again did their job while the agents on the phone are at fault for this issue resulting in me losing my job being locked out of my own funds.

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