Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I am filing this complaint due to Citibanks continued refusal to provide reasonable access to my account or alternate verification methods, resulting in prolonged denial of access to my own funds. 

Citibank has restricted my account and insists on SMS-based phone verification as the primary method of authentication. This verification fails due to an issue on Citibanks end, not mine. Citibank has made no meaningful effort to identify or resolve the underlying issue, and instead continues to repeat the same failed process. 

I have called Citibank almost a dozen times regarding this issue and have consistently explained that SMS verification is not working. Despite this, representatives continue to insist on the same broken verification method. 

Importantly, this same phone number works seamlessly for SMS and account verification with other major financial institutions, including XXXX XXXX and XXXX  XXXX XXXX, which further demonstrates that the issue is isolated to Citibanks systems. 

Citibank has stated that the only alternative verification available is a reference number sent by mail, which I was told would arrive within 57 business days. 

It has now been nearly two weeks, and the mailed reference number has not arrived. 

Despite the missed delivery timeframe, the repeated failures of Citibanks SMS system, and my numerous calls, Citibank continues to refuse all other reasonable options, including : Voice call verification In-branch identity verification Manual or supervisor-assisted verification Any temporary or provisional access to my funds Instead, I am repeatedly instructed to wait for the letter, with no tracking, no confirmation, and no contingency plan. 



Why this is a problem I am willing and able to verify my identity The verification failure is occurring on Citibanks end Citibank has made no effort to remediate or troubleshoot the issue The mailed verification has exceeded the stated delivery timeframe I am being denied access to funds required for : Basic living expenses My employment as a real estate agent Existing financial obligations Citibanks refusal to provide alternate verification or interim access constitutes an unreasonable restriction, an operational failure, and is causing ongoing financial hardship. 



What I have done to resolve this I have contacted Citibank nearly a dozen times and repeatedly requested escalation. Representatives and supervisors have stated that no action can be taken other than waiting for the mailed reference number, despite : The failure of Citibanks SMS verification system The missed 57 business day delivery window The fact that my phone number works normally with other major banks I have requested escalation to Citibanks XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, but the issue remains unresolved. 



What I want I am requesting that Citibank : 1. Restore account access using alternate authentication 2. Allow in-branch or manual identity verification 3. Remove the SMS-only verification restriction 4. Address and remediate the internal system failure affecting my account 5. Resolve the failed and delayed mailed reference verification 6. Confirm restored access in writing 7. Provide consideration for the financial harm caused by this prolonged denial of access

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