Consumer complaint received 2025-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/year>, I received a voicemail from Citibank Fraud Prevention requesting that I verify recent activity on my account. The message included a callback number and a reference number ( XXXX ). I was unavailable at the time, but later that day I attempted to return the call using the provided number and received no answer. I then contacted Citibank directly at XXXX, and XXXX. 

After being routed to a representative and completing identity verification ( SSN, card number, and name ), I was transferred to the fraud department. I was asked to verify several ACH deposits and purchases made in Florida. I explained that I had recently traveled to XXXX, Florida, and confirmed that all activity was mine, including deposits related to stock sales, Stripe direct deposits, and everyday food purchases. I was told the matter would be reviewed by another team and that I should wait XXXX hours. 

After waiting the full XXXX hours, I called again on XX/XX/XXXX at approximately XXXX XXXX at XXXX, XXXX, and XXXX ( all citibank support numbers and the last number is the referenced number in the voicemail that I was told to call back at ). I went through the same identity verification and transaction review process and again confirmed all activity as legitimate. I was told once more that the issue would be escalated and that I would hear back within another XXXX hours. 

On XX/XX/XXXX, I called again after not receiving any update and was told the same thing for a third time that the case was under review and I should wait another XXXX hours. 

Because Citibank continued to block my account despite my full cooperation and verification, I was unable to access my funds. This directly caused me to miss a payroll direct deposit of {$3100.00} that was scheduled for XX/XX/XXXX. I rely on these funds to pay existing credit card debt and other financial obligations. 

On XX/XX/XXXX, I attempted to log into my account and found that I no longer had access using Face ID or my credentials. When I called Citibank again, I was informed for the first time that my checking account had been closed. I was told that I would receive my remaining balance by check in 3060 days, and that a letter explaining the reason for closure would also be sent within that timeframe. No explanation was provided during the call and the customer service representative seemed in a rush to hang up as soon as possible. 

This situation has caused significant financial hardship. I have outstanding credit card payments due, and being deprived of access to my own funds for up to 60 days puts me at risk of late payments, increased interest charges, and damage to my credit score all through no fault of my own. I fully cooperated with every fraud inquiry and verified all activity as legitimate. 

All the calls were reported to me by the customer service representative as monitored and recorded. If that proof is needed I request for that as proof as well. 

I respectfully request : An immediate explanation for the closure of my account. 

Expedited release of my funds rather than waiting 3060 days. 

Assistance in mitigating the financial harm caused by the prolonged restriction and closure of my account. 

I believe this handling of my case is unfair and unreasonable given my full compliance and the lack of any unresolved fraud.

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