Consumer complaint received 2025-02-20 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:
XXXX of Events : XX/XX/XXXX : My CitiBank Checking account was opened. 
XX/XX/XXXX : I enrolled in the online banking app. 
XX/XX/XXXX : My debit card was issued and sent to me. 
Between XX/XX/XXXX and XX/XX/XXXX ( I can not say exactly because my account access is blocked by CitiBank ) : I attempted to deposit my paycheck, issued by my employer ( XXXX XXXX XXXX ), through the CityBank mobile app. The paycheck was issued by XXXXXXXX XXXX ( formerly XXXX XXXX XXXX XXXX ), which was acquired by XXXX XXXX XXXX ( XXXX ) in XXXX. 
During this period, my deposit was repeatedly declined, accepted, then declined again, with no clear explanation from CityBank. Subsequently, I received an email notification that my account would be automatically closed within 60 days.

Additionally, my access to the CityBank mobile app was blocked, and I am unable to access my account number, as the app requires the account number for logininformation I can only obtain through the app itself. Despite multiple attempts to contact CitiBank customer service, I have been unable to receive any substantive information or explanation regarding the account closure. The customer service representatives have refused to provide reasons for the account closure. 

Nature of the Complaint : Improper Decline of Paycheck : My legally issued paycheck was declined by CityBank without a valid reason, causing significant inconvenience and disruption to the processing of my salary.

Unjust Account Closure : My account was closed due to errors or mismanagement on CitiBank 's part, without proper communication or transparency regarding the reasons for the closure. 
Blocked Access and Lack of Support : I have been unable to access critical account information due to the blocked app, and CityBank has failed to provide adequate customer support, leaving me unable to resolve the issue. 
Regulatory Violations : Based on the facts of this case, I believe CityBank may have violated several laws and regulations, including but not limited to : Regulation E ( 12 CFR Part 1005 ) : This regulation governs the rights and responsibilities related to electronic fund transfers, which may apply to my attempt to deposit my paycheck through the online banking app. The repeated declines without proper notification or explanation may constitute a violation of my rights under this regulation.

Truth in Savings Act ( 12 USC 4301 ) : This law requires financial institutions to provide clear and accurate information to consumers regarding the terms and conditions of their accounts, including any fees, closures, and account management procedures. CitiBanks lack of transparency about the reasons for closing my account may violate this regulation. 

Fair Practices in Account Management : CityBank may have violated fair consumer practices by failing to provide clear communication or adequate support when issues arose with my account, as required under consumer protection laws.

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