Consumer complaint received 2025-12-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
I am filing this complaint regarding Citibanks sudden closure of my checking account and withholding of nearly {$5000.00} in legitimate funds. 

I have been a loyal customer of Citibank for over XXXX years. On XX/XX/year>, my grandmother passed away unexpectedly. My mother paid more than {$10000.00} for funeral expenses. My aunt, her only surviving child, was entitled to my grandmothers remaining pension balance of {$7000.00} from XXXX XXXX. XXXX mailed her an official letter confirming the beneficiary account, the balance, and included checks that could be used to exhaust the funds. 

My aunt, inexperienced with financial transactions, signed XXXX checks over to me : - {$4000.00} to reimburse my mother for funeral costs- {$3000.00} for rent With my mothers guidance, I deposited these checks via Citis mobile deposit on XXXX and XXXX so I could distribute the funds appropriately. At the same time, my regular direct deposit of about {$1000.00} was due. 

Early morning on XXXX, I discovered I could not access my account. I immediately called Citibank and was informed the account was being closed because the checks could not be verified, and that any funds due to me would be mailed to me in 3060 days. I explained the checks were legitimate and their basis and I advised that the money in the account included my direct deposit and asked what was needed to resolve the issue. Citibanks fraud department specifically requested a verifiable number. 

I first provided the number listed on XXXX official letter, but Citibank said it could not be verified. I then called XXXX directly with my aunt, explained the situation, and requested a new verifiable number. XXXX gave us another number and instructed that it should be used for verification. I called Citibank back with this new number, but they still refused to validate the checks, instead, they said my account would remain closed and stated I could not access any of my funds. I spoke to the rep, the supervisor and also the manager.

I asked if I could at least go to a branch to withdraw my direct deposit since I had no money. The manager told me I could try, but it was unlikely because the branch would contact them in the fraud department. Given that most Citi branches near me have closed and the nearest XXXX is more than XXXX miles away, I did not attempt this. 

After that final call with Citis manager, my aunt and I contacted XXXX again to see if the checks could be stopped because we urgently needed the funds. XXXX advised that the {$4000.00} check had already cleared to Citibank, but they were able to stop payment on the {$3000.00} check. As a result, Citibank is now holding nearly {$5000.00}, including my direct deposit, while continuing to claim fraud concerns. 

This has caused severe stress during a time of bereavement and places me at risk of immediate financial hardship. I acted responsibly, followed Citibanks instructions, obtained a new verification number directly from XXXX, and offered to provide the official letter, yet Citibank still refused to cooperate.

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