Consumer complaint received 2026-03-24 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:
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Phone : XXXX XXXX XXXX Phone : XXXX XX/XX/year> Subject : Wrongful Account Freeze, Suspected Onboarding Error, and Financial Harm Complaint Summary I am filing a complaint against Citibank , N.A . regarding the wrongful freezing of my newly opened account at the XXXX XXXX XXXX XXXX branch in XXXXXXXX XXXX Despite multiple letters, phone calls, and inperson visits, Citibank has failed to provide any resolution or explanation. Key Points Government check deposit Account opened with a legitimate U.S. government backpay check ( ~ {$12000.00} ). Funds were needed urgently for bills, airfare, and medication. Bankers admitted error at account opening Banker made a typo and may have created duplicate records. She admitted the mistake and told me to make sure the card number matches the temporary card. I documented this in writing and sent letters to Citibank, but received no response. Fraud alert likely triggered by clerical error Shortly after opening, I attempted a legitimate {$6000.00} wire transfer to XXXX XXXX. Account was immediately frozen, with no email, phone call, or secure message notification. Citibank insists I must wait for a mailed verification letter, which has never arrived. Failure of escalation and communication I visited the branch twice with full identification ( passport, Social Security card ). I called customer service many times and spoke to prevention staff. Every response was the same boilerplate : wait for the letter. Agents refused to provide full names or contact information, giving only first names. Unreasonable reliance on postal mail Citibank claims only a mailed letter can resolve the freeze, even when I presented ID in person. I was told the letter would arrive in XXXX business days ; it has been longer than XXXX weeks with no letter. I am now out of the XXXX for XXXX months and can not access my mailbox. Family members must check my mailbox daily, which is burdensome and unreliable. Refusal to release partial funds I requested partial release of funds to pay for immediate needs ( airfare, medication, bills ). Citibank refused, leaving me without access to any of my money. Financial and medical harm I can not access my funds to pay for medication or business obligations. I have had to borrow money, incurring costs and stress. My health is deteriorating due to lack of access to my own funds. Requested Regulatory Action I respectfully request that the CFPB and OCC : 1. Investigate Citibanks practice of freezing accounts without clear explanation. 2. Require Citibank to provide alternative verification methods ( phone/email/inbranch ). 3. Review whether branch errors ( typo/duplicate records ) triggered the fraud alert. 4. Compel Citibank to release my funds and provide a written explanation. 5. Ensure customers are not trapped in this bureaucratic loop in the future. 6. Require Citibank to issue an apology and restitution for the harm caused. Closing I have already submitted full letters to Citibanks Executive Response Unit and Customer Advocacy Office, but received no reply. I am now escalating to regulators because Citibanks actions have caused me measurable financial and medical harm. Sincerely, 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 non-monetary relief