Consumer complaint received 2025-01-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
XX/XX/XXXX I received a check from XXXX due to the lawsuit going on with XXXX XXXX. I used XXXX XXXX, so I proceeded to do my research to see if the check was legitimate. Upon my research I found out that it was in fact a legit check I had received along with the letter. I submitted a deposit into my CitiBank account. It was then placed on hold, which I completely understand. However, XX/XX/XXXX I logged online and could not see my checking account or my savings account. I called the number on the back of my debit card to check my balance, and my card didn't even exist. I called Citi to see why my accounts just up and disappeared and the woman I spoke to would not help me at all. I then called multiple times after because no one would give me an answer. I finally spoke to a someone who told me my account was on restricted, and I needed to talk with their fraud department. She told me that the check I deposited was under review and I could not access my accounts, and my accounts would be closed. I continued to call, and no one would tell me any more information and told me it'd be XXXX hours. XX/XX/XXXX I called AGAIN and was told I would have a response by the end of the day. I got no call or answer. I must add, NO ONE would call and verify the check through the CFPB. I provided the letter and email as well as a phone number to call to verify the check. I then called XX/XX/XXXX to see what the status was as I didn't get a response the day prior. The first woman I spoke to told me I spoke to a supervisor the day prior and was told it'd be XXXX hours. At this point we were at XXXX hours with no access to my funds. She refused to help, and I asked for a supervisor. This supervisor asked me a bunch of questions and I had answered them accordingly. XXXX of which was where my direct deposit comes from and how often I get paid through my employer. Another question was is this the first time you deposited a check through us. My response was yes, because I have direct deposit through my employer and don't receive any checks. He asked me why I got the check, how I got the check, and I answered everything telling him about the email I sent providing the documents. He then told me he would call me back within XXXX minutes. I never received a call back, so I called again. This time the guy read something off telling me they would be closing my account. I asked for the balances on my accounts, and they matched up with what I had in my checkbook. HOWEVER, the balance they provided INCLUDED the check they told me fraudulent. I then asked him about it, and he said yes, the check was deposited into your account. I then asked, so you're telling me this isn't a fraudulent check. His response, no ma'am it's not and the check is in your checking account. I then asked him why my accounts were being closed when the check was legit, I have never over drafted the account and had a semimonthly direct deposit. His response was " we can not divulge that information, and you will receive a letter in the mail XXXX days explaining why and then you will receive the money in your accounts in XXXX days. All of my money is in CitiBank. I have no money to my name. I have a child and bills to pay and am now missing my direct deposit. I do not think it's right you freeze someone's account due to a check let alone close them even after finding out the check that was deposited was a legitimate check. I have talked to many people including a woman from CFPB and said this is wildly unheard and to submit a claim.

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