Consumer complaint received 2025-09-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XX/XX/year> I have a checking account with Citibank. I looked at my account today I have never funded it to see if its still active. In the mobile app it said that I have 25 days to fund my account or it will be closed. I had someone send me {$400.00} through XXXX. The money made it to my checking account it said theres {$400.00} available. I went to the grocery store filled up my cart got to the register and my card was declined. I called Citibank they asked me for my phone number so they could send me a verification text. They said their system wont let them send me a text and asked me if I had another number and to call back in 30 mins. Mind you Im still standing in the grocery store with a cart full of food embarrassed as XXXX trying to pay for my groceries. I call back Im asked the same thing and told the same thing about my phone number still not resolved I called back a third time and spoke with someone in customer service they were able to send me a verification code I thought that would be the end of them holding my money. However the rep took a deeper look into my acct and said that he had to transfer me to the fraud department. I have never used this account ever it never had any money in it so how are they going to flag my account if they dont know my spending habits and whats normal and unusual activity? So he transfers me to the fraud department and the rep asks me for my phone number again and I am told once again that they can not send me a verification code regardless of the customer service rep sending me a code less than five minutes before Im transferred to the fraud department. They ask me for another phone number again Im like how many phone numbers am I supposed to have? I ask her why cant they send me a code and she said their verification process is different than customer service. That makes no sense. So I ask her why cant it be verified and she said that she can not give me that information. I had to leave the grocery store and come home to tell my family that I couldnt buy us food and we would have to wait to eat until I can resolve this bank issue and call my parents today to borrow money. Im almost XXXX XXXX XXXX and should not have to call my parents to borrow money to feed me and my family. I feel like this is a scam. I have a debit card I have an acct I downloaded the mobile app. I was able to login until I called about my money and now they have locked me out of my account and the only proof that I have of the XXXX transfer is the XXXX receipt that the person that sent me the money sent to me. They said Ill receive a letter within 7-10 business days with a reference number in it t and to call them to verify my account. That is unacceptable since Ive never used that account. What are they basing their suspicions on? I really need this money like yesterday when it was transferred to my account. This is not right I funded my account because I didnt want to lose it only to have no access to my money. I have other banks I couldve XXXX  this money to but since they gave me a timeframe and I wanted to fund it and not lose it I had the money sent there. Big mistake and my family had to go without food yesterday. If this doesnt get resolved I will hire an attorney and pursue legal action against Citibank .

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