Consumer complaint received 2026-03-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
CFPB Complaint Update XX/XX/2026 Purpose of This Update : I am submitting this update to place a critical new development on the official record. What I discovered on the night of XXXX XXXX XXXX fundamentally changes the nature of this complaint. Supervisor " XXXX '' ( XXXX ) Admission : After being placed on hold repeatedly every XXXX minutes for nearly XXXX minutes I finally reached a Citibank fraud supervisor who identified herself as " XXXX '' ( also referred to as XXXX ). She admitted that the verification letter was sent to a previous address pulled from public records, not the address I provided at account opening. My last XXXX address was in XXXX over XXXX years ago. Citibank used that outdated address instead of the one I gave them when I opened this account. Refusal to Correct Their Own Error : Despite openly admitting this mistake, Supervisor XXXX refused to resend the letter to my correct address, citing " protocol. '' She provided no path to resolution whatsoever. Unprofessional Conduct on Record : When I asked who I could escalate this to, Supervisor XXXX responded with a joke suggesting I take it to the Vice President of Citibank. I asked her directly not to make humor out of a serious financial hardship. This conduct is documented here for the record. Citibank Representative XXXX XXXX Citibank-Assigned Case Number : Following the call with Supervisor Gem, I was contacted by Citibank fraud representative XXXX XXXX XXXX XXXX. She assigned me the following case reference number, which was issued by Citibank not by CFPB : Citibank Case XXXX XXXX XXXX was entirely unaware of Supervisor XXXXXXXX XXXX admission until I informed her myself further evidence that Citibank 's departments are not communicating internally about this matter. Citibank 's XXXX Investigation Window Is Unacceptable : XXXX XXXX XXXX that Citibank may require up to 15 business days to investigate. I am formally objecting to this timeline. The error has already been admitted by Citibank 's own supervisor. There is nothing left to investigate. Asking me to wait 15 days for an error they have already acknowledged while my funds remain frozen and my health, business, and finances continue to suffer is unreasonable and unjust. Documented Harm Continues to Grow : Every additional day of delay adds to documented harm borrowed money, delayed medication, disrupted business operations in XXXX, and blocked travel plans. The longer Citibank delays, the stronger the basis for damage claims. Interactive Evidence Attached : I have prepared a detailed interactive flow chart and full chronology of every event in this case. I am attaching it to this complaint as a supporting document. It can be opened in any web browser and clearly shows the XXXX loop Citibank has created. Demanded Resolution : Immediate release of my frozen funds OR delivery of the verification letter via overnight express mail to my correct address : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. No further delays will be accepted.

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