Consumer complaint received 2026-04-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
My name is XXXX XXXX and I am contacting you regarding my mothers 401 ( k ) at XXXX. My moms name is XXXX XXXX XXXX. My mom passed away on XXXX XXXX in XXXX Florida. I notified XXXX Survivors Benefits Connectone of her death. In XX/XX/XXXXXXXX I sent copies of the death certificate and Trust and last will and testament to Survivors Benefits with a cover letter. The matter went to probate and I was adjudicated the legal representative of her estate. I sent survivors benefits a copy of the legal document with the raised court seal in XXXX of XXXX. In XXXX of XXXX I received an approval notice from XXXX as to being the legal representative after XXXX review of the documents. I never received a valuation letter. During this time I stopped receiving any copies of the account statements. I reached out in XXXX of XXXX in writing and in XXXX of XXXX in writing. I was told by XXXX that because the trust was amended once I needed to submit a certificate of trust stating that there was only 1 amendment and the trust was irrevocable. I sent a letter. I still did not hear back. In XXXX I called and waited for 1 hour and then I was hung up on by XXXX who told me I needed an account to be opened I said I did not. I was the personal representative and I needed the account assets transferred to the estate account for distribution to the beneficiaries. I spoke to XXXX in XXXX of XXXX who told me she would send a letter of valuation as to the account and the back statements and she never did. In XXXX of XXXX I reached out to XXXX XXXX, benefits. I waited on the phone for 45 minutes and nobody from the survivors Benefits department picked the phone up. XXXX took a message said that he would expedite my complaint and have somebody call me and he would follow up. He never followed up. In XX/XX/XXXXXXXX I went to Florida to meet with the attorney handling the estate. We were in her office for an hour and a half waiting on the phone for somebody from survivors Benefits to pick up the phone so we could find out what was going on with my mothers 401 ( k ), and what if anything needed to be done still in order to obtain the assets to distribute to the beneficiaries.. I should tell you that from XX/XX/XXXXXXXX until XX/XX/XXXXXXXX in every phone call where I spoke to a representative of XXXX survivors, benefits, and I ask for a manager an email contact information or to expedite the inquiry I was met with a profound lack of transparency. When I left my lawyers office after waiting an hour and a half by the way, I pay her {$350.00} an hour I filed a formal complaint with the ethics department at XXXX. Approximately one month later I heard from the executive response unit from a XXXX and a XXXXXXXX XXXX XXXXXXXX told me that their unit had no access to employees or former employees and they could not help me that I must go back to connect one and deal with them. I said the reason I expedited it to the executive response unit was because I was not getting any satisfaction dealing with XXXX survivors Benefits. I inquired as to whether there was a supervisor a method of expediting this matter email contact information. I was also told by XXXX there was none of the aforementioned. It should also be noted that during the pendency of this review by the survivors Benefits office we although not receiving statements did receive notification from XXXX XXXX that there were mandatory disbursements that had to occur. Of course, I was unable to comply because I had no access. My lawyer actually sent a certificate of trust with documentation that she was told would be needed. XX/XX/XXXX I receive correspondence from XXXX XXXX addressed to my mother who passed away in XX/XX/XXXXXXXX and myself as the personal representative that another certificate of trust had to be sent. Im certainly sure you can understand my frustration and the legal responsibilities given I am the party responsible for dispersing the assets to the beneficiaries. I would appreciate anything you can do to assist in this most difficult of situations. I received a letter XX/XX/XXXX, approving me as the representative after review of the documents submitted. Thank you Respectfully XXXX XXXX XXXX My phone number is XXXX ( XXXX ) XXXX.

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