Consumer complaint received 2025-08-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
I have been restricted from my Citi account since XX/XX/XXXX. Despite being fully verified multiple times and no indication of any wrongdoing, I have been unable to access my funds. I have contacted Citi numerous times over the past month - by phone, in person at a branch, and through multiple departments without resolution. Below is a timeline of events : XX/XX/XXXX : Opened new checking account. 

XXXX : Funded account with {$3000.00}. 

XX/XX/XXXX Lost online access without explanation. Spoke with six customer service representatives; was transferred multiple times, disconnected twice, and hung up on once. Despite verifying my identity with Citi cards, the banking department denied assistance because I did not have my checking account number ( inaccessible due to lockout ), debit card number ( still in the mail ), and a security word ( Citi had incorrect identity information on file ). Called my nearest branch and was told that I needed to visit in-person, despite the nearest branch being over 80 miles away. 

XX/XX/XXXX : Initiated a {$3000.00} from Citi to XXXX. Funds initially cleared. 

XX/XX/XXXX : Citi reversed the transfer without notice and pulled the funds back from XXXX. 

XX/XX/XXXX : Visited a Citi branch in person with multiple forms of ID and a screenshot that I was able to locate of my account number. The banker verified my identity but was told by Citis back office that the freeze would remain and that I would receive an update within 72 hours. I requested escalation to a branch manager, but the banker declined to escalate it. Although he stated that he would follow up with me directly, I did not hear back. 

XX/XX/XXXX : Called customer service after receiving the debit card. Was thoroughly verified by representative, who attempted escalation but was told to wait another 72 hours. 

XXXX : Regained online access and attempt a transfer. After passing text verification, received an error stating the account was closed and the transfer couldnt be processed. Called customer service and spoke with a supervisor, who promised an update within XXXX business hours. I was told that issuing a check or releasing my funds was not an option at that time. 

XX/XX/XXXX : Left a voicemail with Citis Executive Response Unit. Followed up with an e-mail detailing this series of events and requested a response and full release of my funds within 3 business days. Received an automated response that stated If applicable, we anticipate having a response to you within 15 calendar days '' with the reference number XXXX. 

I am unable to continue spending an excessively large amount of time on this compared to the size of a {$3000.00} account. Prior to this incident, I had intended to transfer a sizable portion of my investable assets to Citi to evaluate their platform and service. After this experience, I no longer consider Citi a trustworthy institution for holding clients funds. To summarize, my key concerns are as follows : I was never contacted by Citi about the freeze, nor was I informed that my account was closed. 
Citi allowed funds to be deposited but blocked any withdrawal. 
I was verified multiple times but denied meaningful assistance or information. 
Citi sent me several customer satisfaction surveys related to the locked account and text message verifications, indicating that they are unrestricted from contacting me directly. 
Online access has been restored presumably indicating the internal flag was lifted yet my funds remain inaccessible. 

This does not appear to be an isolated incident. Citis subreddit and public forums contain a disproportionately high number of complaints from new customers who have been similarly locked out and ignored. Several users have discussed pursuing class action lawsuits due to the pattern and severity of these issues. I urge the CFPB to consider this broader systemic concern in its investigation.

I respectfully request a formal written response and immediate release of my funds. I hope the CFPB will take this opportunity to not only resolve my case, but investigate the broader pattern of behavior Citi appears to be exhibiting toward new customers.

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