Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I am submitting this complaint because I have exhausted every route Citibank has provided, and I am beyond frustrated with the lack of resolution, the dismissive treatment, and the alarming inability of any department to locate or support my account. 

I opened a checking and savings account with Citi, and from the beginning, nothing about this experience has been acceptable. I never received the initial debit card. I never received a welcome packet. I never received a statement. In fact, I have never received a single piece of mail related to either of these accounts not even a generic welcome letter. Yet both accounts are funded the savings account significantly so and I have been completely locked out of accessing them since XX/XX/year>. 

I submitted my first CFPB complaint on XX/XX/year> ( Case # XXXX ) and my second on XX/XX/year> ( Case # XXXX ). Both cases have since been marked as closed, despite the fact that my issue remains entirely unresolved. 

XXXX XX/XX/XXXX response ( Ref # XXXX ) was a performative attempt to look responsive, not a real investigation. I followed the instructions in that letter and called the XXXX Account XXXX XXXX. Instead of assistance, I was transferred multiple times between departments Fraud, Identity Theft, General Support and every representative I spoke to told me they could not locate my account, my case, or even the reference number listed in XXXX own letter. I verified my identity with my social security number, yet no one could find me in their system. 

This is deeply concerning, especially considering I also have a Citi credit card in good standing so there is no excuse for them not being able to locate my profile. How can XXXX active accounts with money in them just disappear from XXXX systems? 

Additionally, XXXX letter suggested I visit a local branch. But I live in Texas, and the closest Citibank branch is in XXXX, Florida. That would require me to take a plane trip just to access my own money which is ridiculous. I am prepared to make that flight if necessary, but XXXX also scared to spend money flying across the country only to be told in person the same thing I was told over the phone : we cant find your account. This is not only absurd its financially and emotionally damaging. 

I also want to correct another false claim made in XXXX response that they were unable to reach me. That is simply not true. On XX/XX/XXXX, XXXX from the XXXX XXXX XXXX called me. I missed the call but immediately returned it on XX/XX/XXXX that call is recorded. I spoke with her assistant, who told me Id be placed on the callback list and should expect a response within XXXX business days. That wouldve been XX/XX/XXXX and I never received a callback. XXXX then called me again on XX/XX/XXXX, which I missed, and again on XX/XX/XXXX. I returned the call again, and all she said was, Hello, we will have a response to your claim. That was the entire conversation. At no point did anyone ask what actually happened, request details, or document my experience. No meaningful investigation has occurred, and thats clear in the vague, dismissive letter I was sent. 

Let me be clear : I have done everything correctly. Ive made multiple calls. Ive verified my identity. Ive followed every instruction given to me. Ive documented every step and recorded my calls. Ive filed XXXX previous CFPB complaints, both of which were closed without resolution. And yet, I still have no access to my own money, no working debit card, and no answers. 



At this point, Citibank XXXX be liable for : Negligence failing to provide basic banking services and secure account access. 
Breach of fiduciary duty withholding my funds without justification or transparency. 
Constructive fraud misrepresenting facts and withholding critical information. 
Breach of contract not delivering services promised upon account opening. 
Emotional distress causing mental, financial, and emotional strain over a prolonged period. 
Unjust enrichment retaining and using funds that Ive been denied access to. 



I am demanding the following : XXXX. XXXX access to both my checking and savings accounts. 
XXXX. A full investigation into why no mail, card, or documentation was ever sent. 
XXXX. Written confirmation of my balances, account numbers, and the current status of both accounts. 
XXXX. A direct explanation for why my account can not be located internally despite being funded and tied to an existing Citi credit card. 
XXXX. A formal apology acknowledging the mishandling of this issue and the stress it has caused me. 

I expect immediate resolution not another vague apology or dismissive response. If this issue is not corrected, I will escalate further, including legal action and public accountability.

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