Consumer complaint received 2026-01-07 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: CA

Complaint narrative:
A Citibank account was opened to receive legitimate settlement payments from an authorized ATM business processor following the death of a family member. The account was used solely for ATM business settlements and remained in good standing for approximately XXXX months before Citibank abruptly closed it without prior notice or explanation. 

The remaining balance in the account is approximately {$38000.00}, consisting entirely of legitimate ATM business proceeds paid directly by our authorized processor. These funds are currently being held by Citibank in an internal ledger account following account closure. 

On or about XX/XX/XXXX, Citibank sent written correspondence stating that the remaining account balance would be remitted via check within 3060 days. More than 100 days have now passed since the account closure, and no check has been received. 

I made repeated good-faith efforts to resolve this matter, including numerous calls with XXXX XXXX Department and XXXX in-person visits to Citibank branches in XXXX XXXX. I worked directly with XXXX, the branch manager at XXXX XXXX XXXX, who stated on multiple occasions that the issue was being escalated internally and that I should expect to be contacted. Despite these assurances, I was never contacted and received no written follow-up, confirmation, or resolution. 

I also escalated this matter in writing to Citibank Executive Response, copying Citibank Legal and Compliance departments. I have never received any acknowledgment, confirmation of receipt, or written response to those executive-level escalations. 

During a call with a fraud supervisor, I was informed verbally that the funds do not belong to me. This was the first time such a statement was made. At no point prior or since has Citibank provided any written notice stating that no funds were owed to us, nor has Citibank provided any written adverse determination, forfeiture notice, legal basis, or explanation supporting that claim. 

Additionally, Citibank has never informed us what documentation or actions, if any, were required to release the funds. The fraud supervisor indicated there were no substantive notes on the account and no clear record of any prior documentation requests. 

To date : Approximately {$38000.00} in ATM business funds remains withheld in a Citibank ledger account. 

No written determination has been issued stating that no funds are owed. 

No documentation requirements have been communicated to us. 

No statute, regulation, or policy has been cited to justify retention of the funds. 

Executive-level escalations have gone unanswered. 

Branch-level assurances resulted in no action or communication.

Citibanks continued withholding of these funds despite its own written 3060 day remittance notice without written explanation, documentation requests, or due process has caused significant financial harm. 

We are demanding the immediate release of the withheld funds. In the alternative, Citibank must provide a clear written explanation, supported by documentation, stating the legal basis for retaining the funds and the process available to dispute that determination. 

We are requesting regulatory assistance to compel Citibank to release the funds as soon as possible.

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