Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
CFPB Complaint Statement What happened : In late XX/XX/year>2025, I deposited a check totaling {$57000.00} into my Citibank account, which already held a balance of approximately {$5000.00}. As of XX/XX/scrub> 2025, Citibank has failed to release either amount, despite confirming that the check had cleared. On a recorded call with a Citibank representative on XX/XX/XXXX, I was informed that the check cleared on XX/XX/scrub> 2025. The representative stated they had confirmed this directly with the issuing bank ( XXXXXXXX XXXX  XXXX and a representative named XXXX. I requested that the funds be mailed to the address on file and not to reinstate the account. The representative confirmed this request and assured me it was documented and being processed. However, in a separate recorded call on XX/XX/XXXX, a different Citibank representative contradicted this and claimed I would only receive {$260.00}, and just {$0.00} from the {$57000.00} deposit, citing that the check could not be verified. When asked, they refused to provide specifics on the verification process and what phone numbers were used. They also refused to disclose my balance simply because I was recording the call, even though Citibank itself records all calls. This inconsistency is unacceptable. Citibank is continuing to hold both my deposited funds and existing balance without justification, causing significant financial hardship. To make matters worse, Citibank responded to a previous CFPB complaint with a letter dated XX/XX/year>2025. In this letter, they claimed the {$57000.00} check still required verification and instructed me to have the remitter call their fraud team. However, their own employee had already confirmed the checks clearance weeks earlier. This undermines their credibility and raises serious questions about their internal procedures. Additionally, Citibanks own Deposit Account Agreement states that if funds belong to the customer at the time of account closure, they will issue a check to the address on file. They have failed to comply with this in regard to my pre-existing {$5000.00} balance, which is not tied to the check under review and should have been released immediately. To support my claims, I have attached two video recordings of my calls with Citibank and four supporting images, including : A scanned copy of the original {$57000.00} cashiers check issued by XXXX XXXX Two disbursement checks from Citibank labeled with the memo " closeout disbursement, '' showing disbursed amounts of only {$260.00} and {$0.00} A screenshot of XXXX XXXX  's internal system referencing the original check as paid These documents demonstrate that the check was acknowledged and processed, contradicting Citis claim that verification was still pending. I believe this situation represents a clear violation of fair consumer banking practices and possibly unjust enrichment. Citibanks lack of transparency, contradictory communications, and continued hold on verified funds is damaging and unethical. What would be a fair resolution : Immediate release and mailing of all verified funds, including my {$5000.00} original balance and the {$57000.00} deposit A written explanation of why funds were withheld despite verified clearance A full report of the check verification process, including what steps were taken and what contacts were used A review and correction of Citibanks inconsistent handling of account closures and verification communications Compensation for financial damages, emotional stress, and delays caused by Citibanks handling of this matter Internal accountability for the conflicting and misleading information I was given I am requesting the CFPB to investigate this further and ensure Citibank is held accountable for its actions.

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