Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Formal Complaint Regarding Discrimination and Unjustified Account Hold XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, CA XXXX [ XXXX ] [ XXXX ] XX/XX/year> Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX, IA XXXX CC : Citibank Customer Service Citigroup Inc . 
Attn : Customer Complaints Department [ Banks Mailing Address ] Subject : Formal Complaint Regarding Discrimination, Account Hold, and XXXX XXXX Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Citibank for what I believe to be racial discrimination and unjustified financial hardship caused by the employees at the Citibank branch located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. My experience at this branch resulted in an unfair hold on my account, preventing me from accessing my own funds and leaving me unable to cover my basic necessities. 

Discriminatory Treatment at Citibank Branch On XX/XX/year>, I visited the Citibank branch to purchase a cashiers check made payable to a property management company. I was assisted by XXXX # XXXX, who displayed a hostile and unwelcoming attitude upon my approach. She did not greet me, refused to smile, and looked visibly uncomfortable handling my transaction. 

When I provided my debit card and identification, her discomfort seemed to intensify. Concerned, I asked if she was okay, but instead of addressing the situation, the branch manager, XXXX, approached me with a condescending remark, asking if I was okayas though I was the one acting strangely. At this moment, I felt targeted, unwelcome, and unfairly scrutinized. 

The next day, on XX/XX/year>, I returned to the branch to cancel the cashiers check after deciding against renting the apartment. XXXX # XXXX processed the transaction, and I spoke with XXXX XXXX to confirm that there would be no issues with the reversal. XXXX assured me that the funds would be available in my account within XXXX hours. 

However, as I exited the branch, I noticed XXXX following me to my car, making direct eye contact and rolling her eyes at me in a dismissive and intimidating manner. This behavior was highly unprofessional and inappropriate, further solidifying my belief that I was being unfairly profiled and mistreated. 

Further Harassment and Hostile Treatment at Citibank XXXX XXXX XXXX On XX/XX/year>, I visited another Citibank branch in the XXXX XXXX XXXX of XXXX XXXX to withdraw funds from my account at the teller. Instead of a routine transaction, I was subjected to extreme scrutiny, hostility, and further criminalization. 

I was forced to wait over XXXX minutes before the teller finally released my money, despite there being no legitimate reason for the delay. During this time, the teller repeatedly read long notes on her screen, appearing to review an excessive amount of internal remarks about my account. These notes triggered management approval and special authorization codes, making me feel like I was being treated as a criminal instead of a valued customer. 

The way I was treated at this branch was humiliating, distressing, and deeply discriminatory. I believe these actions were deliberate and meant to harass, intimidate, and make me feel unwelcome at Citibank. There is no justification for subjecting me to such hostility and degrading treatment simply for attempting to access my own money. 

Unjustified Account Hold and Financial Hardship On XX/XX/year>, when I attempted to access my funds, I discovered that my entire bank account was frozen. I was unable to : Withdraw money from an ATM Make purchases with my debit card Conduct transactions with a bank teller Access my funds via online banking As a result, I was completely unable to pay for basic necessities, including : Food Gas for my car Toiletries and other essential items When I contacted Citibank and visited the branch to demand an explanation, I was given no clear reason as to why my account was blocked. I was simply told that the reversal of my Citibank-issued cashiers check, which I purchased with my own cash, had triggered a fraud alert. However, rather than flagging only the reversed check, Citibank placed a hold on all my funds, including money completely unrelated to that transaction. 

This action was completely unjustified and caused me severe financial hardship and emotional distress. There was no legitimate reason for my account to be frozen, and I strongly believe that I was unfairly targeted, discriminated against, and criminalized based on my race by the employees at Citibank. 

Demands for Immediate Resolution I am requesting the CFPB to launch a formal investigation into this matter and hold Citibank accountable for their discriminatory and harmful practices. Specifically, I am requesting : 1. An immediate release of my funds and removal of all unnecessary account restrictions. 
XXXX. A full investigation into the conduct of XXXX # XXXX, XXXX XXXX, and XXXX XXXX for XXXX discrimination and misconduct. 
XXXX. An investigation into the practices at the XXXX XXXX XXXX, including their handling of my withdrawal and the excessive scrutiny I was subjected to. 
4. A written explanation from Citibank detailing : Why my account was flagged Why a Citibank-issued cashiers check triggered a fraud alert Why all of my funds ( including those unrelated to the cashiers check ) were frozen 5. Appropriate disciplinary action against any Citibank employees found to have engaged in discriminatory behavior.

6. A written response within 7 business days outlining the steps being taken to address this issue. 

If this matter is not promptly investigated and resolved, I will escalate my complaint to the Office of the Comptroller of the Currency ( OCC ), civil rights organizations, and consider pursuing legal action to protect my rights. 

I expect Citibank and the CFPB to take this matter seriously and respond in a timely manner. Please acknowledge receipt of this complaint and provide updates on the status of the investigation. 

I can be reached at [ XXXX ] or [ XXXX ]. 

Sincerely, XXXX XXXX Citibank Account Holder

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