Consumer complaint received 2025-06-19 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 was the unfortunate victim of fraud within my Citibank account. The gained access to both my checking and savings accounts and nearly wiped me clean. However, as bad as that situation is in itself some very questionable, avoidable, and anger inducing decisions were made by Citibank. Once I figured out my account was compromised I went into my local Citibank branch on Saturday XX/XX/year> to officially start the investigation and move forward with the process. We had both compromised accounts closed, and then new ones opened. I was issued a temporary bank card, which unbeknownst to me, was linked by Citibank to the recently compromised and closed accounts. Seems like common sense to me that the card should have been linked to the newly opened accounts. As I learned later in that day, I did not have access to what little money I had left because of this oversight. So fast forward a few days later, I never was actually able to use any card I was issued until I received my official bank card on Wednesday XX/XX/year>. Quite a bit of time to survive with XXXX access to my money. On Monday XX/XX/year> I spoke with an individual from my local branch as I wanted an update on the situation and was told to come in XXXX sharp on Tuesday XX/XX/year>. Sure enough XXXX I show up, this individual was not there. I stayed until XXXX and only left when I was told this person does not come in until XXXX. So this was a complete waste of my time and I couldn't wait around as I had to go to work. Fast forward again to Wednesday XXXX, 2025. Keep in mind I was waiting for the provisional credit to be posted to my account since the onset of the investigation on the XXXX. I called the Citibank number for an update on when I should expect the credit to be posted. Turns out the credit was posted that day, so things are looking up. NOT QUITE!!! I attempt to use my card to buy lunch that day only to find out it didn't work now. So I call Citibank again to figure out the situation. The provisional credit was posted to the compromised ( and what I thought ) was closed account. Needless to say I was a little beside myself at this point because honestly this is just plain stupid. Moving forward.... they transfer the funds to the proper accounts, but have to unblock the compromised accounts to do so. Once that is done, I think I'm finally out of the woods with all this and ready to move on with my life. NOPE! The bank card did not work later that day when I went to use it. I'm just in shock at this point. So another phone call to Citibank. They did not re-block and close the compromised accounts which I guess prevented me from using my card. I cant begin to tell you how frustrating and draining this whole situation has been. I have made the decision to open accounts with XXXX and as soon as the investigation is complete I'm immediately ending my banking with Citibank after nearly two decades of banking with them. This should NEVER happen to anyone in the future and Citibank has to do better. So many common sense oversights occurred during this process, that clearly seem insignificant to them, are rage inducing to the person affected.

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