Consumer complaint received 2026-06-24 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:
I am an XXXX Citibank customer. I reside primarily in the XXXX and rely on my Citibank checking account to receive Social Security benefits, pension income, and personal savings. In XX/XX/XXXX, I first became aware of an issue with my account when I attempted to transfer funds from my Citibank checking account to my account at the XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX ). The transaction failed, and I was informed that my account had been restricted or frozen. At no time prior to this incident did Citibank provide notice that my account had been frozen or restricted. I did not receive any letter, email, phone call, text message, or other communication advising me of this action. I only became aware of the restriction after the failed transaction. From XX/XX/XXXX through XX/XX/XXXX, I made repeated attempts to resolve this matter from the XXXX. I contacted Citibank numerous times and spent many hours on the phone, often waiting on hold for extended periods. In some instances, I remained on calls late at night local time for several hours. Despite these efforts, I was repeatedly transferred between departments, given inconsistent information, and never provided with a workable solution to regain access to my funds. After approximately XXXX months of unsuccessful attempts to resolve the matter remotely, I traveled to the XXXX XXXX for the sole purpose of addressing the issue in person. I flew from the XXXX to XXXX XXXX, XXXX, incurring approximately {$3000.00} in airfare, not including lodging, transportation, and other travel-related expenses. On XX/XX/XXXX, I contacted Citibanks fraud department. During this process, I was transferred multiple times between representatives. I was eventually informed that the proposed resolution was to open a new Citibank account and transfer the funds from the restricted account into the new account. I followed Citibanks instructions and waited for the required documents, which did not arrive until approximately XX/XX/XXXX. Throughout this process, I repeatedly explained that I am an elderly customer who has already incurred significant expense and hardship due to Citibanks inability to resolve the matter through normal customer service channels. Despite this, I was not offered any meaningful accommodation, expedited review, or alternative verification method. On XX/XX/XXXX, after receiving the required documents, I contacted Citibank again to complete the verification process. My nephew assisted me during the call because I am hard of hearing and sometimes have difficulty understanding telephone conversations. During the identity verification process, the representative stated that they could not verify my identity, indicated that the call was suspicious, and then abruptly disconnected the call. I called Citibank XXXX additional times that same day. Each time, I was told that they could not verify my identity, that they would contact me directly, and then the call was terminated without providing any alternative means of verification or resolution. I also attempted to obtain assistance in person by visiting a Citibank office in XXXX XXXX, XXXX, but I was not permitted entry or provided any assistance. As a further attempt to resolve the issue, my nephew contacted XXXX XXXX, a branch manager at Citibanks XXXX XXXX office located at XXXX XXXX XXXX. XXXX XXXX indicated that he would explore alternative methods of identity verification, including video verification or other remote options. I have repeatedly expressed willingness to cooperate fully and have offered multiple alternatives, including notarized identity documents, verification through another financial institution, video conferencing verification, or appearing before a local authority. However, I have not yet received a resolution or follow-up. In addition, I am concerned that despite Citibanks position that my account is frozen, certain transactions appear to have continued posting to the account. For example, a charge from XXXX dated approximately XX/XX/XXXX appears on the account. I did not authorize this transaction, did not have access to a debit card, and had no means of accessing or using the account at that time. I have not received an explanation from Citibank regarding how this activity occurred while the account was supposedly restricted. Meanwhile, my Social Security benefits and pension deposits continue to be credited to the account. As a result, the balance has continued to grow, and approximately {$23000.00} is currently held in the account. These funds represent my retirement income, Social Security benefits, pension payments, and personal savings. Despite XXXX months of repeated efforts, Citibank has not provided a reasonable or workable method for me to verify my identity and regain access to my funds. I am currently relying on limited savings held elsewhere to cover my living expenses. I should not be forced to do so while my own funds remain inaccessible. This situation has caused significant financial hardship, stress, and uncertainty. My return flight to the XXXX is scheduled for XX/XX/XXXX. At this point, I am concerned that I will be forced to leave the XXXX XXXX without access to my funds and without a resolution from Citibank. I respectfully request assistance in obtaining an immediate review of this matter, restoring access to my funds, investigating the unauthorized transactions, and providing a reasonable and effective method for me to verify my identity and regain control of my account.

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 monetary relief