Consumer complaint received 2025-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  To Whom It May Concern : Hello. My husband, XXXX XXXX XXXX, passed away on XX/XX/XXXX. On XX/XX/XXXX, a Citibank personal banker, XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was informed of my husbands passing and regarding freezing the account. He stated : in this case, because he is the sole signer, the account would be blocked. So that means anything coming in or out would cease. He mentioned the need to close the account within one year. 

My husband was buried on XX/XX/XXXX and the account was closed on XX/XX/XXXX. The transaction summary revealed numerous mobile transactions throughout his battle with his XXXX XXXX  and a cash withdrawal on XX/XX/XXXX. Since XXXX couldnt be reached again that same day, an appointment was made for XX/XX/XXXX. A bank teller, XXXX XXXX, provided the transaction details ( XX/XX/XXXX at XXXX ; XXXX XXXX XXXX XXXXXXXX XXXX XXXX  ) and advised speaking to customer service by phone. 

On XX/XX/XXXX, XXXX in XXXX XXXX consulted with the dispute team and advised returning to the branch to initiate the dispute as a family member. On XX/XX/XXXX, the XXXX store manager in XXXX provided the help desk number ( XXXX ) for the Citibank ATM. The representative, however, couldnt provide further information on the video surveillance. 

The matter was conveyed to a personal bankerXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) and an appointment was made for XX/XX/XXXX. XXXX initiated the call to Customer Service within a matter of minutes and stated : looks like I need to do this myselfshe ( XXXX XXXX wrote really good notesTheyll most likely send the check for the amount, obviously they have to do their investigation and stuff. He claimed the check for the {$400.00} unauthorized transaction could be issued through the local branch and obtained our current contact information. On XX/XX/XXXX, a voicemail was left for the XXXX XXXX XXXX ( XXXX XXXX ; XXXX ), but to no avail. On XX/XX/XXXX, XXXX XXXX XXXX XXXX ) stated : Im going to put in a complaint for your disputes. Whether that occurred or not, is unknown. Then, XXXX from XXXX XXXX expressed not showing any disputes in the system and an inability to reach the branch manager ( XXXX ) at XXXX XXXX at the time of the call ( XXXX ; XXXX ). On XX/XX/XXXX, after intentionally delegating the phone appointment to a personal banker, XXXX XXXX XXXX, XXXX said : He ( XXXX ) should have froze the card, put notes on the account saying the person has deceased, and the account should have been blocked. 

There were several outreach attempts made in person, over the phone, and by email, to various Citibank staff members for resolution, particularly initiated by our daughter, XXXX. You have my permission to also speak with our daughter, XXXX regarding this ongoing matter. Yet, its rather unsettling and unprofessional considering that my husband was an established account holder of this financial institution for many years yet, Citibank wants to hold no accountability for their actions at every level of service. 

Written correspondence was sent to the incorrect address, which no one would disclose or verify the address. The new ( and only ) address for my home was provided on multiple occasions to multiple staff and on documentation. When it seemed as though there was a glimmer of hope of resolution, the check was written to order of my deceased husband and the case again directed back to the hands of XXXX. 

On XX/XX/XXXX, the personal banker, XXXX, was questioned and informed of the how the check was written, however, he claimed ( by email communication ) that it could be handled at any Citibank branch. He was previously informed and verified himself that there was not a joint account more than a year ago. As we presented to the teller ( XXXX XXXX ) proved to be a different case one presenting to a Citibank in Illinois and the staff ( including XXXX XXXX ), indicating that such action is not permitted by the bank. XXXX XXXX XXXX tried to reach XXXX by phone, yet he wouldnt answer, just sending messages. We have went so far as to communicating with the executive response unit ( XXXX XXXX, XXXX XXXX, and XXXX XXXX who all apparently report to the Citibank XXXX ( per their specialist, XXXX ) regarding the complaint in this situation and the ongoing negligence of the personal banker yet, the matter continues to be unresolved. We have been informed by the executive response unit that we would be contacted, yet there has been silence within that department as well. The time lapse by Citibank also led to the review and corresponding feedback request to be closed. This subsequent letter serves as a continuation of the formal complaint against Citibank. 


Sincerely, 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 non-monetary relief