Consumer complaint received 2025-02-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
I was unemployed temporarily for a period of 2 1/2 months and I needed access to funds in my retirement account. I made a few different withdrawals from my retirement account from XXXX to XXXX ( all different amounts ). I used my mobile deposit with my XXXX XXXX  and my funds would typically be available within 2 business days. However, when I received a check from my retirement account around XX/XX/XXXX ( dont remember the exact date ), and I used my mobile phone to deposit the check into my Citibank account, I waited maybe a day or two and when I tried to log into my Citibank account to check the status of the deposit, I was unable to see any details of my account. I thought it was maybe user error so I called the customer service line to get some assistance and they begin to tell me that my account has been closed. Already confused, I asked them why? And asked about my check that I recently deposited and how could I retrieve my funds since they closed my account. They werent able to give me any answers and just said that theyll have to transfer me to their fraud department. When I eventually spoke to the fraud department after several failed attempts, they questioned me about the check and where was it from. I didnt have the check physically on me at the time since I wasnt home, but I told them its from my retirement account and I told them the companys name. I guess since the name didnt match what was on the check he told me they will have to do further investigation. I eventually called my retirement company to see if they can stop the check and resend it to me but they said the check has already been cashed. I asked the representative from my retirement account if I can call on a 3-way so that they can confirm the validity of the check and they agreed. The representative from Citibank refused to give them any information while I was on the line and told them they can call separately. I ended up going to the local Citibank branch and spoke with the branch manager. I explained everything as clear as possible and he made a phone call and said that this matter is now being handled in a different department. I asked him what do I need to do to get my money. He requested that I send him a statement of my retirement account to confirm the validity of the account, which I did, but he said it has to be in pdf format which we were unable to figure out how to do. The only check I received from Citibank was a check for my remaining balance in the account. In XXXX they told me they will mail my retirement check of {$2000.00} within 60-90 days. When I call to check the status or to speak to a manager, the phone representative say they will have a manager call me within 24-48, and that has been on separate occasions and I still havent received a phone call with any information.

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