Consumer complaint received 2025-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
Im the XXXX for both parents who bank with Citibank. My father passed in XX/XX/XXXX. My mom suffers with XXXX and is in a XXXX XXXX XXXX. I reported my fathers death in XX/XX/XXXX along with fraudulent activity I found on his account that he wasnt aware of. I was advised of what documents were needed so the bank could speak with me. I sent those documents on XXXX. I followed up approximately 10 days later to confirm receipt of documents. I was advised they were likely received but not inputted into the system. I was advised I also needed to send a hand written letter notarized with instructions on what was to be done, remove my dad and make my mother primary with my POA as she is incapable of making legal decisions and to replace a new debit card in her name so I can pay her XXXXXXXX XXXX XXXX I also advised NO ACH withdraws should be coming out of this account as most are fraudulent. I also sent in the death certificate as I just received it. This # XXXX package was sent XXXX and notarized XX/XX/XXXX. I continued to follow up over the next couple months and was told legal dept was backed up. XXXX to XX/XX/XXXX is I go to pull out my moms money to pay XXXXXXXX XXXX and I was only able to pull half and the account was frozen and sent to fraud dept. The month of XX/XX/XXXX I have been passed from department to department over and over again! I was also advised to go to a local branch which isnt accessible as its XXXX XXXX XXXX. I did call XXXX XXXX XXXX branch and explained I was being sent there and I was told they couldnt do anything until legal updates the account with documents I sent twice. She asked me to email documents and she would forward to legal, so I did! This is now 3 times sent. I followed up a couple days later and Im told they couldnt do same thing, legal hasnt uploaded and approved yet but I was asked if I was sent XXXX NO it was never offered so it was sent on XXXX which I was told it seemed as though IDs were missing which I sent in the 3 previous documents. I uploaded the IDs and POA again and submitted XXXX. I followed up a few days later and once again passed from dept to dept. XXXX XXXX says the fraud dept locked the account they need to unlock, fraud dept says the POA isnt visible even though I tell them look in notes as I was advised to tell them. They send me back and forth. Ive requested a supervisor multiple times and one tells me shes not trained and sends to to another number prompting me to XXXX, I clearly speak XXXX!!! When I start to make progress XXXX them asked to verify with a secret question and phone number code. I advise those were put in place with my deceased father and need to be removed. Im passed on again. Im now told to just update number on file but I go over the same questions reliving my fathers murder OVER and OVER again. I even drove to my moms facility and had her two times approve them to speak to me and make changes to the account! Same thing over and over passed from one dept to another!!! I was also hung up on! I spent over two hours on the phone with this bank!! 
I get knowwhere!!! My mom is at risk for non payment in the XXXXXXXX XXXX and they are fraudulently holding a government issued check that pays for her care which shes being denied, this is senior abuse!!! Ive provided everything over and over for 6 months now and this is traumatic for me as well!!!

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