Consumer complaint received 2026-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
Subject : Formal Complaint XXXX Transfer Not Credited / Funds Availability Issue ( XX/XX/XXXX, XXXX XXXX XXXX ) I am submitting a formal complaint regarding a XXXX transfer that has not been credited to my Citibank account. On XX/XX/XXXX at approximately XXXX XXXX XXXX, a XXXX payment in the amount of {$3500.00} was sent to my Citibank account, ending in XXXX. As of the time of this complaint, the funds have not appeared in my Citibank account. XXXX transactions are advertised and widely understood to be near-instant transfers between enrolled accounts. The extended delay without explanation raises concerns about the status of the payment and whether it has been improperly delayed, misdirected, or subject to an undisclosed hold. Because this transaction is an electronic funds transfer, it falls under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. Part 1005 ). Under these provisions, financial institutions must maintain procedures for investigating potential errors and providing consumers with timely information regarding electronic transfers. If this transaction is subject to investigation, exception processing, or risk review, I request that Citibank confirm this in writing and provide the applicable timeline for resolution. Additionally, XXXX transfers are processed through the XXXX XXXX XXXX network, which participating banks represent as providing rapid or real-time transfers between enrolled accounts when the recipient identifier is enrolled. I have made several attempts to resolve this issue directly with Citibank : XX/XX/XXXX : I contacted Citibank customer service twice regarding the missing funds. During both interactions I was advised that the transfer was expected to post and that the funds should be available within a few hours. XX/XX/XXXX : I contacted Citibank again through the online chat support channel. During this interaction I requested escalation multiple times due to the continued absence of the funds. Despite these requests, the issue was not resolved and no clear explanation was provided regarding the status of the transfer. Additionally, when I specifically requested information on how to file a formal complaint with Citibank, the agent did not provide a complaint process or escalation channel. Given the delay and the lack of clear guidance from customer service, I am requesting the following : 1. An explanation for the delay in funds availability, including whether the transaction is being held for review or has not yet been received by Citibank. 2. Immediate credit of the funds to my account if the payment has been received by Citibank. 3. If the payment has not been received, written confirmation of this fact so I may pursue the matter with the sending institution. 4. Information regarding Citibanks formal complaint and escalation procedures, which I previously requested but was not provided. Please treat this correspondence as a formal consumer complaint and provide a written response detailing the status of the transaction, the results of any investigation, and the expected resolution timeline. Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX

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