Consumer complaint received 2026-07-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.

Complaint narrative:
For more than one year, I have been making continuous and good-faith efforts to obtain a historical account verification from Citibank confirming that my late father maintained a checking account with Citibank N.A . My father passed away in 2008, and the funds remaining in his account were subsequently reported and remitted by Citibank to the Florida Department of Financial Services Division of Unclaimed Property as unclaimed property. I am not seeking payment from Citibank, nor am I attempting to recover funds directly from the bank. The funds are already held by the State of Florida. The only reason I have contacted Citibank is because the Florida Department of Financial Services has expressly informed me that, before it can complete my inheritance claim and authorize the release of those funds, I must provide documentation establishing that my late father maintained a banking relationship with Citibank N.A. For well over a year, I have repeatedly contacted Citibank through multiple channels, including the Executive Response Unit, the Unclaimed Property Department, and other departments identified by the bank. I have sent numerous emails, formal written requests, and supporting documentation in an effort to obtain this historical verification. Rather than receiving a substantive response, I have repeatedly received generic replies, been referred from one department to another, or received no response at all. At no time has Citibank informed me that the requested historical records do not exist, that they can not be located, or that the requested verification can not legally be provided. Because Citibank repeatedly failed to respond, I previously filed a complaint with the Consumer Financial Protection Bureau ( CFPB ). Following the CFPB 's intervention, Citibank requested additional documentation. I promptly complied with every request and submitted the death certificate, documentation establishing my status as the lawful heir, the official correspondence from the Florida Department of Financial Services, the requested attestation form, and all other supporting documents requested by Citibank. Despite my full compliance, Citibank once again ceased communicating after receiving the requested documentation. Since then, I have continued sending follow-up requests, yet I have still not received the historical account verification required by the State of Florida, nor any written explanation as to why Citibank is unwilling or unable to provide it. As a direct result of Citibank 's continuing failure to respond, I remain unable to complete a lawful inheritance proceeding before the Florida Department of Financial Services. This matter has now remained unresolved for a prolonged period despite my repeated good-faith efforts to cooperate and provide every document requested. I respectfully request that Citibank conduct a reasonable search of its historical records and either provide the requested verification confirming my late father 's banking relationship with Citibank N.A. or issue a clear written explanation identifying the legal or factual basis for its refusal to do so. The continued failure to provide either the requested verification or a substantive response is preventing the completion of my lawful inheritance claim before the State of Florida.

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