Consumer complaint received 2026-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Formal Complaint Regarding Citibank Account Restriction In XXXX, my XXXX ( XXXX XXXX ) opened a bank account with Citibank. Shortly afterward, I began depositing income from my company I work ( XXXX XXXX ) into that account. At that time, my name had not yet been formally added to the account. On or about XX/XX/XXXX, the account was frozen by Citibank after the bank identified that deposits were being made in my name even though my name was not yet listed as an account holder. The account currently contains approximately {$46000.00}. Citibank informed us that the account could only be unfrozen if I was officially added to the account. The bank provided XXXX options : complete paperwork through the mail to add my name to the account, or appear in person at a Citibank branch with identification to resolve the issue. Because there are no Citibank branches located in my area of Texas, my sister and I chose to travel to the nearest branch in XXXX XXXX, Nevada in order to resolve the matter as quickly as possible. On XX/XX/XXXX, we traveled to XXXX XXXX and visited the Citibank branch ( Citibank XXXX XXXX XXXX, XXXX XXXX, NV XXXX ) in person. We spent approximately {$1500.00} {$2000.00} on travel in order to comply with the banks instructions. At the branch, I provided full identification, including my drivers license, Social Security card, and other requested documentation. I also signed the required paperwork to formally add my name to the account. The branch employee ( XXXX XXXX reviewed the documentation and informed us that everything appeared to be in order and that the issue had been resolved. However, as we were preparing to leave the branch and attempted to withdraw some funds, we were informed that the account had again been placed under review. Citibank later stated that deposits related to my XXXX XXXX were the reason for the continued restriction. XXXX is my XXXXyear-old XXXX XXXX who occasionally sells clothing online. Because he is a XXXX payments from those sales were deposited into my account. Citibank initially stated that XXXX needed to be added to the account in order for the restriction to be removed. However, XXXX is a XXXX and can not reasonably be added to the account in this manner. I explained to Citibank that XXXX is my XXXX XXXX and that the deposits were legitimate. Despite this clarification, the account remains restricted. The account has now been frozen for approximately XXXX weeks. During this time, no XXXX from Citibanks XXXX or XXXX department has contacted me directly to resolve the issue. Each time I contact Citibank, I am simply told that the account is under review, and no timeline or clear explanation is provided. This situation has caused significant financial hardship. I complied with Citibanks instructions, traveled across state lines, spent substantial money to verify my identity in person, and provided all requested documentation. Despite doing everything requested, I still do not have access to my funds. Requested Resolution I am requesting that Citibank immediately remove the restriction on my account and restore full access to my funds. If Citibank is unable or unwilling to continue maintaining the account, I request that the bank promptly issue a cashiers check or wire transfer for the full balance of the account to another financial institution in my name. Additionally, because I followed Citibanks instructions and incurred significant travel expenses to resolve this issue in person, I ask that Citibank review the circumstances and consider reimbursing the travel expenses incurred while attempting to resolve this matter. I have fully cooperated with Citibanks requests, including providing identification in person and traveling across state lines to resolve this matter. If the issue can not be resolved promptly, I am prepared to pursue all available regulatory and legal avenues to regain access to my funds.

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