Consumer complaint received 2025-08-18 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:
Formal Complaint Letter Consumer Financial Protection Bureau To Whom It May Concern, I am submitting this complaint against Citibank , N.A . regarding the unlawful and prolonged withholding of funds from my joint account. 

Account Holders : XXXX XXXXXXXX XXXX XXXX XXXX XXXX Account Ending : XXXX Email Associated : XXXX Citi Reference Number : XXXX Background On XX/XX/XXXX, Citibank unilaterally closed my account, citing alleged violations of the account agreement due to deposits of third-party checks. Following the closure, Citibank retained my funds and issued no further official documentation beyond the initial closure email, which was sent from XXXX. 

On XX/XX/XXXX, I received a new email from Citibanks Fraud Department that included copies of multiple third-party checkswhich exceeded the total withheld amountand indicated that the department would assist me. However, no progress or resolution followed. 

On XX/XX/XXXX, I again contacted Citibank ( Citi Reference : XXXX ), with the assistance of a local bank employee. Despite speaking with several representatives, I received the same vague response without explanation or release of funds. 

Throughout this process, I have acted in good faith. In particular, I spoke with XXXX XXXX XXXX XXXX who has been professional and kind, providing me with guidance. I followed her recommendations, yet the outcome remains unchanged. 

Legal Concerns Failure to Return Customer Funds : Citibank has withheld my funds for over two years without releasing them or providing a valid legal basis. Standard banking practice requires remaining balances to be returned to account holders within days or weeks, not years.

Lack of Written Explanation : Citibank has not provided any clear, formal written explanation for its actions beyond the closure notice, in violation of federal consumer financial protection standards.

Potential UDAAP Violation : The prolonged and unexplained withholding of my funds appears to constitute an unfair, deceptive, or abusive act or practice ( UDAAP ) under 12 U.S.C. 5531, causing me direct financial harm.

Requested Resolution I respectfully request that the CFPB require Citibank to : Immediately release the full balance of funds associated with my account ( ending XXXX ), by check or direct deposit. 

Provide a formal written explanation stating the legal grounds, if any, for the retention of my funds. 

Supporting Evidence Email from Citibank dated XX/XX/XXXXXXXX  confirming account closure. 

Email from Citibank dated XX/XX/XXXX, containing check copies and reference to Fraud Department involvement. 

Record of phone calls with Citibank, including the XX/XX/XXXXXXXX  call ( Citi Reference : XXXX ). 

Statement that I followed the guidance provided by XXXX XXXX XXXX XXXX who attempted to assist me. 

Confirmation of assistance from a local bank employee during a recent call, which still resulted in no resolution. 

Conclusion More than two years after the account closure, Citibank has failed to either release my funds or justify their continued retention. This conduct is unreasonable, harmful, and unlawful. I therefore ask the CFPB to intervene and compel Citibank to resolve this matter promptly.

Sincerely, XXXX XXXX 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 explanation