Consumer complaint received 2026-04-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Consumer Financial Protection Bureau Escalated Complaint Against Citibank , N.A . I am submitting this escalated complaint regarding Citibank, N.A.s wrongful account closure, returned unpaid check, withholding of my funds, failure to honor a promotional incentive, and failure to provide a substantive resolution. Citibanks prior response asserts that it may close accounts at any time, with or without cause. However, this response does not address the underlying consumer harm, financial loss, or improper handling of my funds. 1. Sudden Account Closure Citibank abruptly closed my newly opened account shortly after opening without providing a clear, individualized explanation. I did not request closure and did not engage in fraud, misuse, or any prohibited activity. This sudden termination created unnecessary disruption and may negatively affect my ability to maintain future banking relationships. 2. Returned Unpaid Check and Withheld Funds Citibank issued a check for my remaining account balance ; however, that check was subsequently returned unpaid upon deposit. I have documentation from my receiving financial institution confirming the returned item, including a written letter from XXXX XXXX stating that the check was returned unpaid. Additionally, a Citibank executive representative advised me to contact XXXX XXXX regarding the issue. However, XXXX XXXX has confirmed that the matter is not their responsibility and that Citibank, as the issuing bank, is responsible for resolving the returned check and reissuing my funds. This has resulted in unnecessary delays and conflicting guidance between institutions. 3. Demand for Proper Reissuance of Funds Due to the returned check, I request immediate reissuance of all remaining funds via a guaranteed method such as a cashiers check, certified check, or wire transfer with tracking and delivery confirmation. 4. Promotional Incentive Not Honored Citibank held my funds for a period exceeding 60 days. During this timeframe, I qualified for a {$1000.00} promotional incentive tied to account opening and maintenance requirements. Citibanks handling of the account and delay in access to funds effectively prevented me from receiving this promotion, despite my compliance with the stated terms. 5. Potential Negative Reporting I am concerned that the sudden account closure may have resulted in adverse reporting or internal risk coding within systems such as XXXX XXXX XXXX or XXXX, which could improperly impact my ability to obtain future banking services. If any such reporting exists, I request immediate correction or removal. 6. Lack of Substantive Resolution Citibanks response did not address compensation or remediation for : * The returned unpaid check * Delay in releasing my funds * Failure to provide the promotional bonus * Reputational and banking impact of sudden account closure * Stress, inconvenience, and time spent resolving this matter Requested Resolution I respectfully request the following : 1. Immediate reissuance of all remaining funds via certified check, cashiers check, or wire transfer with tracking 2. Expedited delivery of funds with written confirmation 3. Payment of the {$1000.00} promotional incentive originally offered 4. Appropriate compensation for financial harm and delays caused by the returned unpaid check 5. Written confirmation that no negative reporting exists with XXXX XXXX XXXX XXXXXXXX, or any consumer reporting agency 6. Correction or removal of any adverse internal risk indicators associated with my account 7. Written clarification that the account was closed solely by Citibanks internal decision and not due to fraud, misuse, or misconduct on my part 8. Written explanation for why the original check was returned unpaid after issuance 9. Review of Citibanks procedures regarding account closure, fund disbursement, and promotional fulfillment Citibanks prior response relied on general contractual language and did not address the substantive financial harm or requested resolution. I respectfully request a full investigation and meaningful remediation.

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