Consumer complaint received 2025-11-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
b"Hello, \n\nAs a Background, I am a former Citi employee and had a 401k with Citi. That 401k was managed by a company called Alight. Due to the 401k being small (under $5k), upon leaving the firm, Alight transferred my 401k without my knowledge or approval to Citi itself, and I lost the ability to transfer it via a simple and free online form. A notice was mailed by Citi to an incorrect address and I was never informed of this action. Had I been aware, I could have rolled over my 401k to my main institution, XXXX XXXX, without any fees and entirely online with no hiccups. \n\nOn XXXX XXXX XXXX, I received a notice in the mail to the correct address letting me know that my 401k was transferred to Citibank now. \n\nOn XXXX XXXX XXXX, I visited Citibank's retail branch at 388 Greenwich St with my account number for my IRA to request a rollover to another institution (XXXX XXXX). I spoke with two tellers to request a withdrawl of my IRA. One mentioned a banker may be able to assist and mentioned she will email introduce me to the Banker. The Banker was not available immediately so I emailed back XXXX XXXX  and XXXX XXXX to no avail.\n\nOn XXXX XXXX XXXX  and XXXX XXXX XXXX, I once again visited the Branch in person and we called Citi Retirement Services together. They provided several forms to activate my IRA so that it can be withdrawn. I immediately filled the forms on XXXX XXXX  and the Branch inter-office mailed the forms to Citi Retirement Services. I spoke with Citi Retirement Services on the phone to confirm that I sent what was needed of me. Since that point, I have been unable to get in touch with anyone in Citi Retirement Services (they never pick up their public number 800 695 5911), and when I visit the branch, it still shows my approximately XXXX in my IRA as unable to be withdrawn or rolled over. I visited again two weeks later as advised to check that the account is active and I was informed by a person at the Branch whose name I did not get that it was active. Since I saw they were busy and very close to closing time, I tried to be nice and mentioned I can come back a different day to get the check written. On XXXX XXXX XXXX, I came back to the Branch and was once again noted that the funds show unable to be withdrawn despite filling out the firms to activate them and doing everything the branch and retirement services asked me to do. I was previously told that my account would be activated and able to be withdrawn two weeks from October 2 when I filled out the forms and it is now over a month and I am stuck. This costs me opportunity cost and it should not be this difficult to withdraw one's own funds. On XXXX XXXX, the branch manager noticed I have been continually coming in and offered to look into it. XXXX  a Branch employee was nice and stated he will research it. \n\nAll I want to do is roll over my own money into an external IRA account, but no one at Citi has been able to withdraw or roll over my funds despite at this point countless visits, phone calls, forms being filled, and more."

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