Consumer complaint received 2025-11-08 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Deposits or withdrawals
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
First of all, I would like to thank the CFPB for granting me the use of this medium to bring an irregular situation to XXXX attention. I hope that, thru channels other than those made available to me by the bank staff I have contacted ; I will receive appropriate attention to my needs. 


I am a XXXX XXXXXXXX, married to a U.S. citizen XXXX I arrived in this country in XXXX of this year, and together with my husband, we completed the entire immigration process within the timeframes prescribed by law. I have held a XXXX XXXXXXXX XXXX XXXX XXXX  ) since XXXX and a Social Security card since XXXX, so my status in this country is entirely legal. 


The situation is as follows : I have had an account with Citibank since XX/XX/XXXX, opened thru a legal procedure and funded with money from my familys lawful activities, as certified by the bank. 

In XXXX of this year, I sent the XXXX form by USPS mail ( as I have done for years ), in this case to certify the change of address from XXXX ( XXXX country where I previously resided ) to the United States XXXX Last month, my previous relationship XXXX told me ( by phone ) that the XXXX doesnt appear in the system, which makes no sense since my address was indeed changed from XXXX to the XXXX Statesspecifically to Pennsylvania XXXX the XXXX where I was living when I arrived. 

The relationship with the bank staff was very cordial for many years, but the situation has changed in recent months. I have been sending emails, mainly to find out how I can provide the bank with my Social Security number once I obtain it, in order to comply with my tax reporting obligations next year, but I have not received any response to this inquiry. I am providing evidence in the attached file : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

However, since I had opened another account ( as a recent arrival in the USA ) with the XXXX form, when my Social Security card arrived with my Social Security number , that bank only asked me to sign a XXXX forma simple procedure that took just minutes. In the absence of a response from Citibank, I decided on my own initiative to fill out and sign Form XXXX. 

The first time, I sent it to the address where I had for many years sent Form XXXX for Citibank in XXXX ( XXXX ). That mail was never received ( according to USPS tracking ), so I called the bank and they gave me another address in XXXX XXXX  I sent the second mailing with the XXXX ( XXXX ), which was delivered to its destination on XXXX ( according to USPS tracking ), but Citibanks customer service said they cant find it in the system as received. 

They provided me with another address in XXXX ( different from the first XXXX ), and I sent the third mailing with the XXXX ( XXXX ), which was delivered to its destination on XXXX ( according to XXXX XXXX XXXX. 

On XX/XX/XXXX, we called the bank, and my husband participated in the conversation to find out the status of the last W-9 sent by USPS mail . Once again, they said that no envelope had been received at the bank. I was given a phone number to speak with a new relationship manager ( XXXX XXXX ), but it wasnt a direct line, so I had to wait for her to call me back. During that call, she tells me that my XXXX XXXX also doesnt appear in the system. 

I am providing evidence of the USPS mail history ( my husband is witness because he took part ), including the respective tracking numbers, in the attached file : XXXX AND TRACKINGS SENT ( 3 TIMES ). Additionally, I provided the call history with the bank, in which they informed me that the XXXX forms I had sent did not appear in the system, and then gave me new addresses that never worked. In the last call ( which lasted over an hour ), my husband joined in because he wanted to support me and because were planning to file our taxes jointly next year. The evidence of the calls is presented in the attached file : OUTGOING CALLS ABOUT W9 SENT.

Additionally, I sent an email to XXXX XXXX asking for the XXXX XXXX and she replied with the XXXX, despite my having informed her by phone that I have a Social Security number and that I had already tried several times to send the XXXX. Additionally, I would like to inform you that I have requested a report of the federal taxes withheld by the bank and to ask why the account statements do not show the taxes withheld on the Certificate of Deposit ( attached files : from statement XXXX to statement XXXX XXXX ), even though I saw them in the online banking transaction details. This evidence is provided in the attached file : XXXX FEDERAL TAXES XXXX TO XXXX. XXXX XXXX never responded to my question about the withholdings on my CD, or to my request for the withholding tax report. XXXX XXXX response can be read in the attached file : XXXX XXXX XXXX XXXX XXXX XXXX XXXX 


Tired of the perverse game of ignoring all USPS mail, my husband and I decided to go to a branch near us ; it was almost a seven-hour drive from XXXX, OH, to XXXXXXXX XXXX XXXX XXXXXXXX area XXXX Upon arrival, we were assisted by XXXX XXXX, a personal banker at the branch. He politely asked for my identification, and I provided him with my debit card and entered my PIN, as well as a photo ID. The young man proceeded to fill out the XXXX form in the system, including my name, address, and Social Security number. At the end, he printed the XXXX for me ; on this printout, you can see the XXXX envelope ID at the top. I am submitting the evidence in the attached file : XXXX XXXX. 

At the end of XXXX, I accessed my online banking to try to generate a tax document on my own, and the system displayed a message informing me that I had not received any reportable income in my deposit accounts. I am including as supporting evidence my latest online attempt to obtain the document ( attached file : Tax Documents message ), which is not true, since in fact, since XXXX you have been withholding taxes from my CD ( certificate of deposit ) account at an average of {$88.00}, as I have already demonstrated previously with the attached file : XXXX FEDERAL TAXES XXXX TO XXXX. 

On XX/XX/XXXX, I decided to send an email to XXXX XXXX, my new relationship manager ( the third this year ), to once again request a report on the taxes withheld from my accounts. To my surprise, this person who is supposed to be fully informed about everything concerning my account, since she is the relationship manager assigned to handle my accounts, once again mentions that I need to send the XXXX. I had to explain to her that the XXXX had already been registered in the system, which she accepted, but she insists that my interest income isnt sufficient and, also, she is wrong about the year XXXX. So, the interest I received on the XXXX ( {$360.00} on average ) isnt more than {$10.00}? Where are the taxes already withheld from the XXXX ( {$440.00}, not including the first 15 days of XXXX ) recorded? If this is a joke, I assure you I dont find it funny. I am presenting evidence of the exchanged emails in the attached file : Emails XXXX XXXX XXXX XXXX. 

All that remains for me to say is that the performance of the bank staff Ive been in contact with during this situation, demonstrates a lack of seriousness and is quite hostile toward me, a customer of the bank for several decades. Even the practice of providing addresses at which the sent envelopes do not appear in the system as received seems to be more than mere errors. Rather, it seems that staff, for some reason, is deliberately trying to prevent me from including my tax identification number so that it can be linked to the federal taxes already withheld by the bank. 

Finally, what I expect from the bank is to receive a document ( linked to my Social Security number ) showing all taxes withheld from my accounts to date during the current year : Checking, Savings, and CD accounts, especially the CD, from which a considerable amount of federal taxes has been withheld, which I must include in next years tax return. Since I no longer trust the bank ( for obvious reasons ), I can not wait for the regular period for sending tax documents to customers. That is to say, I require that the tax document or report be sent to me, promptly.

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