Consumer complaint received 2025-08-28 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:
Today I went again to Citi, following the instructions in Citis letter dated XX/XX/year>. That letter states that if I want access to my funds before the account closure, I can visit a branch or call the number on my card. At the branch, I was assisted by a representative named XXXX, who provided impeccable service and did everything she could, including calling Citi to escalate my concern. Despite her efforts, nothing was resolved. I was told again that the account is blocked and that only an internal department can authorize the release of funds. 

The problem is that Citis letters are contradictory. In the XX/XX/year> letter ( sent also to the CFPB ), Citi confirmed that my deposits of {$51000.00} and {$57000.00} made on XX/XX/year> were legitimate and available under XXXX XXXX. This regulation governs funds availability for all banks, so Citi admits that the money is valid and belongs to me. However, in the XX/XX/year> letter from XXXX XXXX XXXX XXXX, Citi informed me that my accounts would be closed within XXXX days but specifically stated that if I need my money before the closure date, I can go to the branch or call. I relied on that statement in good faith. 

In reality, when I went to the branch multiple times ( more than three visits ), I was told the opposite : that the account is blocked and no one at the branch can release funds unless another department provides an internal authorization. This is a clear contradiction. On paper, Citi gives me the right to access my money before closure, but in practice they refuse to honor it. 

I have now spent weeks trying to resolve this, including going back and forth to the branch, and I have provided additional documentation ( including my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to prove that the source of funds is legitimate. Yet Citi continues to withhold my money. 

I want to be clear : I am not asking Citi to reinstate my accounts. I do not want to maintain a relationship with Citi. I only want my money. It is not reasonable or in good faith for Citi to force me to wait up to XXXX days until account closure when they themselves confirmed the funds are legitimate and legally available. The bank is imposing arbitrary restrictions that directly contradict its own written communications. 

This experience has been contradictory, frustrating, and unfair. It shows bad faith from Citi, because they acknowledge my money is valid yet continue to block my access to it. They have made me visit branches multiple times, receive conflicting explanations, and left me without access to my legally owned funds. I respectfully request that the CFPB intervene and require Citi to immediately expedite the issuance of an official check for my balance, instead of forcing me to wait until closure.

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