Consumer complaint received 2026-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.

Complaint narrative:
Greetings, I am writing to formally escalate my ongoing issue regarding the closure of my Citibank account. This matter was previously raised through the Consumer Financial Protection Bureau under Case # XXXX, after which I was contacted by your Executive Response Team. Despite that outreach, the issue remains unresolved. My account was closed on XX/XX/year>, and I was informed that any remaining funds would be returned via a mailed check within a 3060 day timeframe. As of today, I have not received any funds, nor have I received confirmation that a check has been issued. I have also not received any tracking details, mailing confirmation, or even visibility on the final balance in my account at the time of closure. At this stage, I remain without access to my funds and without any clarity on their status. I have made multiple attempts to follow up with your customer service team, including my most recent call approximately two weeks ago, during which I was told I would be contacted within one week. No such follow-up has occurred. This pattern of communication has left me without any reliable information or resolution. This delay has now exceeded the originally communicated 3060 day period, with no explanation provided. In addition, I have not been given any formal written confirmation that my account is fully closed or that I hold no outstanding liabilities with Citibank. This is a matter of serious concern, as I want to ensure that my banking record and any future relationships are not negatively impacted. As I am currently located outside the United States, I have incurred ongoing financial costs in attempting to resolve this issue, spending approximately {$100.00} to {$200.00} per month on international calls to your customer service team, without receiving any meaningful update or progress. This situation is both financially and logistically unreasonable. I would also like to clarify that there are no issues on my end preventing the completion of this process. I have confirmed that the mailing address on file is correct, and I have verified with my banking institutions that I am able to receive and process an international check without any issues. Therefore, there are no external barriers delaying the return of my funds. Given the above, I request immediate written confirmation of my account closure status and confirmation that I hold no outstanding liabilities, the final account balance at the time of closure, and a full update on the status of my funds, including whether a check has been issued, the date of issuance, the mailing address used, and any available tracking information. If the check has not yet been issued, I request a clear explanation for the delay and immediate processing of the payment. Given the prolonged delay, lack of transparency, and the financial burden caused, I am prepared to escalate this matter further through the appropriate regulatory channels if it is not resolved promptly. I expect a clear and complete response as soon as possible. Thank you

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