Consumer complaint received 2025-10-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: NM

Complaint narrative:
My husband was killed in an automobile accident. 

He had a XXXX IRA with Citibank XXXX XXXX. 
In XX/XX/XXXX, I contacted XXXX ( Citibank XXXX XXXX ) to have the account placed into my name ( as sole beneficiary and estate executor/administrator ). I was told to send a letter of instruction and a death certificate to their estate unit. That was done on XXXX XXXX and delivered on XX/XX/XXXX. 

Called on XX/XX/XXXX. I was told by representative that an email to expedite would be sent. I asked if it could be emailed to me and was told no. 

Called on XX/XX/XXXX and was told the response package had been mailed via USPS on XX/XX/XXXX. Representative also requested that it be emailed. 


Called back on XX/XX/XXXX explaining that I had not yet received beneficiary package. Representative said she would send an escalation email and try to have it emailed to me but it would be another XXXX business days to get any further response. 

Called XX/XX/XXXX to say I had not yet received package through USPS or Email. 
Representative said she would send an escalation email to estate team to send out a beneficiary package. I asked to speak to a supervisor and was told that wasnt possible because she was the supervisor. I asked for a supervisor/manager name and was told they were not allowed to give out such information. 

Called again XX/XX/XXXX and spoke to Representative XXXX. She requested package to be emailed and also requested that estate team call me back. Call was cut off. 

Called on XX/XX/XXXX because Ive received no package in the mail or email. Representative said she would request it to be emailed. 

I actually received the email on XX/XX/XXXX. 
The PDF files could not be opened because they were password protected. 

Called XX/XX/XXXX and was told it would be re-sent without password protection. We verified email address. 

Called XX/XX/XXXX and representative said he would place an escalation request for email to be re-sent. We again verified email address. 

Called XX/XX/XXXX and call was cut off Called back XX/XX/XXXX and representative asked for my name, I gave it to her, and asked for hers. She then said she could not hear me and hung up. 

Called again XX/XX/XXXX and spoke to XXXX. She gave me the password for the PDF password protected email and also sent me an email without password protection. She told me to fill out paperwork and fax it back ( giving me the fax number ). Once done, to call back. 

Faxed paperwork XX/XX/XXXX at XXXX pm. 

Called XX/XX/XXXX to confirm receipt. Paperwork was received and would take XXXX business days to review. Representative noticed there was no notary page. She emailed notary page and asked that I redo ALL pages along with the notarized page. 

Faxed ALL redone paperwork along with notarized page XX/XX/XXXX. 

Called XX/XX/XXXX and paperwork was received. Representative asked me to call back in XXXX business days. 

Called XX/XX/XXXX to check on review. Representative told me he would send an escalation email to estate review team to expedite the process, and asked that I call back on XX/XX/XXXX. 

Called on XX/XX/XXXX to check on review. Representative said it appeared that a lot of work had been done but it was still in review but should be completed this week. Representative said once done they would send a confirmation letter by mail and once I receive that I should be able to request the disbursement of funds. 

Called on XX/XX/XXXX and after being on hold for XXXX minutes, the representative said she couldnt hear me so I must call back at another time and hung up on me. 

Called again on XX/XX/XXXX and again the call was disconnected. 

Called XX/XX/XXXX and was told by representative XXXX that it is still in review and can take XXXX business days, but she will send an escalation email and request a call back to me from the estate review team. She said that would take XXXX business days. We verified my phone number. 

Called the XXXX Department on XX/XX/XXXX. XXXX with XXXX. After verifying information on the account and placing me on hold for a few minutes, she said she would have to transfer me to customer service because she has no access to that type of account. I explained the situation and she said she would send an escalation email. I asked why I couldnt speak to a XXXX or supervisor and she said she IS the supervisor. Well if youre the supervisor, why cant you access the account? She said the customer service department handles that. 

So I have not been able to access or receive the funds from this account for well over a year.

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