Consumer complaint received 2025-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I hired someone to do a service for me and paid them through XXXX in the amount of {$650.00} on XX/XX/year>. Since I paid this person no service has been rendered and I contacted Citibank to alert them of the scam and to process and dispute to possibly get the money refunded. As soon as I did that the rep told me my account was compromised and I was no longer able to my money in the total of {$5000.00}. Before he placed this hold on my account I wasnt told to move my money or withdraw it because I wouldnt be able to until after the investigation. I had no cash on me and in a different state and there isnt a physical branch here at all. I had to drive from XXXX to XXXX XXXX just so I could come into a physical branch to confirm my identity and withdraw MY FUNDS that I worked for. While in the branch I spoke with the manager who I put on the phone with an account specialist that agreed to lift the hold so I could withdraw my money. We get to the counter and encountered another issue! The system was saying out of my {$5000.00} I would only be able to withdraw {$1500.00}. She and the other bank tellers were all huddled over the computer looked dumbfounded and she stated shes never seen anything like this. We go to her office and she calls what we department handles this and they tell her that because I have MULTIPLE DISPUTES ( which I only had one disputed that I filed the day before ) and also stated I had a bunch of transactions that needed to post from the day before which was also false because I called and filed the dispute at XXXX and hadnt made any purchases and I could see only {$270.00} was still pending. XXXX XXXXXXXX {$5000.00} still doesnt as up to {$1500.00}. She hangs and and slides me a card saying now they have placed the block back on the account after just having lifted it and saying she cant give me anything and to call the same number I had called and got the run around with all day!! Ive traveled 10 hours and put my last {$100.00} in my gas tank to make it to DC!! Now leaving empty handed and still no date on when I can expect to access MY MONEY!! Why not provide an avenue for account holders to withdraw their funds until their investigation is over? If its about the dispute just send it by check in the mail but to swipe the account access away and hold MY MONEY from me with no date on resolution is insane!! Ive been getting the run around and the phone hung up on me all day! One rep is able to verify my identity with my phone number on file and I can get a code the next rep I talk to suddenly cant verify me with my phone number or social. I feel XXXX though I am being treated like a scammer when I was only trying to do the right thing and protect others from a scammer by reporting only to be locked from my account and stranded XXXX miles away from family and friends. How is it legal for a bank to keep someones funds that they worked for??? Even coming intro the branch isnt enough to withdraw funds. Why cant they conduct an investigation without treating the victim like the suspect. Its disgusting!! They kept telling me I have to open a new account with a new relationship because the account has been compromised but I do not feel secure depositing my money into their accounts if I can not access it when I need and having to drive XXXX of miles for a bank branch. I just dont understand what I did to deserve this at all and I regret filing the dispute. I finally gave in and made and account over the phone for her to tell me I wont be able to fully access the new account until my packet comes in the mail in 5-7 days and wont be able to transfer from blocked account which was the whole point in making the account. Now Im afraid they will use that as an excuse to prolong the process again. I didnt even get an email from Citi Bank telling me what the process would be like or any dispute filing numbers.Smh!!! I feel like Ive been robbed again!!

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