Consumer complaint received 2025-03-16 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: TX

Complaint narrative:
On XXXX I attempted to login to Citibank, N.As mobile banking app and received a Red error message that the system was experiencing temporary delays. I immediately called customer service, spoke with an agent and then called them right back because the agent gave me the incorrect telephone number to the department that I needed to speak with. The two different customer care agents that I spoke to had no information after holding for a lengthy period, result in a Horrible customer experience. Both agents, were unable to pull my checking account information with my debit card or checking account number instead asked me to provide them with my social security number. I was very uncomfortable having to give out my social security number over the phone to a bank agent that closed my account and didnt have the decency or respect to tell me all while keeping my money. I made a huge mistake when I trusted Citibank , N.A . for my banking needs. Again, neither agents informed me that the account had closed, only that there was an issue that they were unable to discuss.The first agent gave me a number and didnt even offer to transfer me. The 2nd departments agent informed me that Citibank , N.A . had closed my account and did NOT explain the reason why. These phone calls were very stressful and unproductive. It wasnt until after several phone calls I found out that I was being handled by the fraud unit. I strongly feel that Citibank , N.A . should be required to provide details on this issue and not leave me in the blind. I did express my concern for their decision and explained that per usual my payroll check was scheduled to be deposited that same week and it might be too late for me to reroute it. The agent had no resolution. Clearly they can care less about me but I care about my 3 children, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that financially depend on me, only. My children are in school and are not employed. My income only allows for the absolute necessities for my family. It is very detrimental to us for my pay check to be delayed at all. The agent told me it could take 30-60 days for my funds to be released by mail. I also explained that I had already submitted for my income tax refund to be directly deposited in that account and it had been approved to be processed very soon. Again, no resolution or acknowledgement. 

To hear such unexpected and unfair information was devastating. I pleaded with the agent to escalate this matter because I desperately need my money! I got no impression that the agent cared or empathized with my plea for help. I have no idea or understanding on why it takes so long to release MY money after Citibank , N.A . decided to close my account with no explanation, reason or warning. It seems like they are trying to hold my money hostage. This is all unwarranted and unacceptable. I am so disappointed that this company would be so inconsiderate and not willing to do what is right to their once consumer. They dont want me as their customer any longer and that is their right but holding my money is immoral. 

I kindly ask for your assistance in trying to get Citibank , N.A . to release my money asap. 

I appreciate your time. Thank you.

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