Consumer complaint received 2025-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
This claim is to report CITI bank for closing my account without my authorization with funds in the account and because I deposited a check from the Department of Treasury for my XXXX  taxes. I deposited the check on the CITI mobile app on XX/XX/XXXXXXXX  and received and email on XX/XX/XXXXXXXX  the check was accepted. However on XX/XX/XXXXXXXX  my checking account number XXXX was blocked from access, when I called the CITI customer service line to see what was going on they said my account got blocked due to suspicious activity due to the check I deposited they flagged it as suspicious as if I was doing so fraudulently. They then transferred me to the fraud department where I explained the rep that this check is for my XXXX taxes that I received late because in XXXX when I filed my taxes someone had claimed my daughter fraudulently. I continued explaining that it took a long time for me to go back and forward with the IRS to verify that I was the right person to claim my daughter. Once the IRS clarified everything ( see attached documents ) they were able to send me the check in XX/XX/XXXX. However, the check was stolen and cash and I had to go through another lengthy process with the IRS for them to recover the funds and to reissue the check ( see attached documents ). So when they finally reissued the check I received it in XX/XX/XXXX and deposited to my CITI checking account through the mobile app only to be flagged as suspicious. When CITI flagged my account for closing I had over {$900.00} there before the check and the check amount of {$2100.00} ( which contains {$130.00} of interest that my return accumulated while the IRS held the amount ) which the check cleared about a week after being deposited as I confirmed with CITI. I had spoken to several CITI customer service reps, and no resolution. I filed a complain with the CITI Executive Response team, complain number XXXX and they denied me to reinstate my account, and said I needed to wait 30 to 60 for them to close my account and give me my money back. I then went to a branch in XXXX about 3 weeks ago, NY to see if at the branch level they can do something. I explained my situation to the branch manager, and she was able to get me {$780.00} of the money that was in the account prior to the check being deposited, but they kept the check amount and said i needed to wait to see what will they do with the check amount. Today XX/XX/XXXXXXXX  I went to the branch and asked the manager about the check amount, she said she was trying to scalate the issue to Fraud Operations but not to get my hopes up. I explained to her, this is the only money I have as I am currently unemployed. Also, I asked her if the check was being investigated with the IRS, and why havent the bank returned the funds to the IRS at least so they can reissue the check. I need my money and CITI should rethink their Fraud Prevention procedures, they are messing up people 's lives with this approach, making a mess of innocent people 's lives.

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