Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Citibank sent the letter below to my address as copied below. I have talked to multiple representatives on the number below. However the number connects you to call center with bad quality connection and representatives with strong accent that just repeat the same thing, i.e. that I have to go a branch to verify I am alive. They do not transfer to a supervisor, escalate or anything. Totally unhelpful and useless. Meanwhile I am very much alive, no deceased records on the credit bureau agencies. I still have normal access to other bank institutions and did not find anything wrong in my social security account online. Matter of fact I financed a car after receiving this letter. I have attached the XXXX XXXX Statement of Fact signed during the purchase while I was very much alive on XX/XX/year>. Now I can not transfer funds form this Citi account! I live in Texas and there are no Citibank branches in Texas. The Citi agents want me to fly to New York to prove that I am alive. And they can not even tell what documentation I would need to bring with me if I would entertain this nonsense option. XX/XX/year> XXXX PERSONAL REPRESENTATIVE XXXX www.citibank.com Why We're Writing to You What You Need to Know Dear PERSONAL REPRESENTATIVE, We're sorry to learn about the recent death of Citibank 's customer XXXX XXXX XXXX and we want to assure you that we are here to help guide you through this process. For more information, please visit XXXX XXXX XXXX or call the Citi Estate Services Unit at XXXX, Monday - Friday XXXX - XXXX EST. The first step is to obtain the required documents. These include but are not limited to the following : Original or Certified Copy of Death Certificate Valid Identification Photocopy of state or country issued ID ( driver 's license, state ID or passport ) for individual reporting the death. We can not accept a copy of a Military ID. If applicable, a Court Order for the Estate Typically provided by a probate court, an Estate Court Order may have different names depending on the State. Examples include Letter of Administration, Letter of Personal Representative, Fiduciary Letters, Certified Executor documents, Letter of Appointment. Provided by the probate court. Notarized Letter of Instructions ( For accounts with a Beneficiary or In Trust For aka Totten Trust ) A notarized letter from the account beneficiary providing specific instructions on where to mail the remaining money in any accounts. If it is helpful to provide copies of bank statements and/or account numbers. You can submit documents through the following : XXXX : Digital Upload * - Call Citi Estate Services Unit at XXXXXXXX Monday - Friday XXXX - XXXX EST * Please note : Some Trusts & Small Estate will not be eligible for DocuSign BRANCH : Visit your nearest Citibank branch MAIL : Citibank Service CenterXXXX XXXX XXXXXXXX XXXX XXXX, SD XXXX If the Account Receives Deposits for Government Benefits In the event government benefits, such as Social Security , are directly deposited to the account, Citibank is obligated to review the account ( s ) for any deposits that were made after the date of death. Citibank may need to return the deposits to the originator. We encourage you to contact the agency or company issuing such deposits to make any necessary changes to cease the deposits. If you have any questions or would like to speak with a representative, the Citi Estate Services Unit can be contacted Monday - Friday XXXX - XXXX EST : Estate Services Unit ( English / XXXX Language Calls ) XXXX If you have any questions or would like to speak with a representative, Customer Service can be contacted 24 hours a day, 7 days a week at : CitiPhone XXXX Language Calls For TTY : International Collect & Toll Free XXXX XXXX We accept XXXX or other XXXX XXXX. XXXX We appreciate your business with Citibank and look forward to serving all your future financial needs. Sincerely, Your Citi Team

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