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

Complaint narrative:
Only XX/XX/XXXX around XXXX. I made a check deposit inside the branch located at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. The check was from XXXX XXXX XXXX XXXX XXXX  from an investment account I started in XXXX / XXXX for myself and daughter. I withdrew a specific amount to deposit into my account for the purpose of giving my daughter funds for school shopping etc : The check came in my name and my daughters name, I deposited the money into the savings account which they added an additional {$200.00} that was an error on their end. The following day which was Thursday I had access to about {$270.00} of it and they corrected the error of giving me an extra {$200.00}. Friday morning came and I was able to pay bills, send zelles and cover what was needed but when I went to the gas station my account was blocked/ locked. When I contacted them over the phone they stated that the needed to verify the check, I spent 2 hours total this day speaking with them and contacting the investment company who cut the check. After providing the information Citi Bank acknowledged the funds were cleared by XXXX XXXX but need me to go into the branch and verify my physical identity as well as my XXXX XXXX XXXX daughters identity. I went to the same branch the same day and they told me I need to physically bring my daughter in with XXXX forms of identification since her name was not on my account. The next day which was Saturday XX/XX/XXXX we were there at XXXX. - XXXXXXXX XXXX close to XXXX. The teller who helped connect us with the fraud department scanned my daughters passport and provided it to Citi Bank who then stated they were able to verify my daughters identity and now they still need to do a 24-48hr account review. Again I verified the check, and my daughters Identity ... Tuesday XX/XX/XXXX I received an email that they were closing my accounts in 30-60 days for fraud. I contacted them several times and no one had the same answer or story, I even asked if they have notes of us being in the physical branch -- 2 claimed they don't have those notes. the final person I spoke to acknowledged everything from the check being validated, notes of me being in branch etc : I asked if I did everything and verified why close my accounts? They told me a letter in the mail will be sent. I asked when I will receive the funds in both my checking and savings they told me a letter will be sent. After being frustrated beyond words and spending hours with them for no help, I asked to put in a dispute / claim. Then I immediately went to open a XXXX XXXX account b/c pay day was XX/XX/XXXX. I successfully opened the account and updated my direct deposit information with my employer. I did not receive that deposit b/c they said Citi bank has to reject it and when it's sent back they will send to the proper account. I called Citi Bank Tuesday XX/XX/XXXX asking where is my check and letter -- they said the account is still under review and can take up to 60 days to close..... Today is XX/XX/XXXX. I am here to tell you Citi Bank has caused tremendous stress and hardship for myself and my family. I AM BEHIND ON MULTIPLE BILLS AND NOW RENT -- I HAVE HAD TO BORROW MONEY THE LAST 3 WEEKS TO SURVIVE AND PROVIDE FOR MY DAUGHTER 'S SCHOOL CLOTHES. I AM STRUGGLING. I am uncertain on when I will be able to pay rent or even purchase groceries for myelf! As I am writing this my XXXX XXXX  account is XXXX from the last dollars I've borrowed from family and friends. My next option is to do a hardship from my XXXX. 

I am providing you legal court documents that state and show that she is my daughter, this will be my 4th form of verification. Physically, passport, SSN and now legal documents. 

This is extremely unfair and wrong by Citi Bank.

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