Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: NE

Complaint narrative:
I request assistance with a problem that has arisen with regard to a savings account my wife and I have had with Citibank. We were told that the bank has closed our account ( no reason was provided ) but we have heard nothing whatsoever about the return of the balance {$5000.00} that was present the last time we had access to our account in XX/XX/XXXX. 

I provide the Consumer Financial Protection Bureau today with the text of our formal complaint ( minus personal names, etc. ) that has been submitted to the Office of the Comptroller of the Currency. My wife and I do not wish to be repetitious with regard to our complaints to federal agencies but we are extremely nervous about the funds that we had with Citibank and with Citibanks total reluctance to explain anything whatsoever with regard to the cause of this account closure and to especially to the reimbursement of our {$5000.00}. Thank you. 

XXXX  My wife and I opened a Citibank N.A. savings account ( routing number XXXX ; account ending XXXX ) with an initial transfer deposit from an external bank account on XXXX XX/XX/XXXX. We made an additional transfer deposit from a second external bank on XXXX XX/XX/XXXX. There were also test deposits made from external banks that were accepted by Citibank as external bank accounts to service our account at Citi. One bank did not retrieve their test deposits, as is usually the case, so our balance was enhanced by those few funds. An interest payment occurred on the monthly anniversary date, XXXX XX/XX/XXXX. The total balance at the end of XXXX XX/XX/XXXX was {$5000.00}. 

We have not been able to access our account since XXXX XX/XX/XXXX. I was told by a Customer Representative on that date that a letter was forthcoming in order to make sure of our identity. The letter arrived on XXXX XX/XX/XXXX ; I called the specified telephone number ; and the Fraud Representatives conclusion was that the account issue would be resolved in the next XXXX to XXXX hours. Those hours elapsed so I called Citibank today to learn why our savings account was still inactive. My telephone discussion with XXXX XXXX XXXX I believe this was his name the telephone connections were always extremely poor with Citibank and XXXX confirmed that he was connected remotely ). 

When I asked XXXX why the account was closed, he told me he had no idea and that the bank was still formulating a reason. Nevertheless, he informed me that the bank was already in the process of closing this account and that I would get a letter of explanation in the mail. When I asked about the total balance of {$5000.00}, he confirmed that was our correct savings account balance today and reluctantly he told me that the bank would be sending me a check for that total account balance along with the explanatory letter. 

He added that the letter and perhaps the check would arrive within XXXX to XXXX  days. When I asked if that XXXX was XXXX to XXXX business or XXXX to XXXX calendar days, he told me XXXX to XXXX business days. Hence, we face a potential delay of roughly XXXX weeks. I asked whether we would be paid interest on that total account balance during these potential XXXX weeks and he waffled on his response he was frequently unintelligible, even when his remotely connected telephone reception was acceptable. 

My wife and I are very worried that our {$5000.00} in this savings account is at risk we really do not have the flexibility to either wait for or potentially lose this kind of money. We need your help, please, to resolve promptly our issue with Citibank and our now apparently defunct savings account. We are not concerned that the Citibank account is disappearing but we are very frightened that our money has disappeared already. Please help us! 

Thank you.

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