Consumer complaint received 2026-07-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: CITIBANK, N.A.
State: DC

Complaint narrative:
CFPB NOTICE OF CONTINUED DISPUTE & REQUEST FOR SECOND INVESTIGATION Consumer : XXXX XXXX XXXX Bank : Citibank Issue : Wrongful account closure, wrongful reversal of valid insurance check, failure to provide required documentation, and improper deflection of responsibility. 

-- - Statement of Facts On XX/XX/year>, I deposited a Liberty Mutual insurance check for {$3200.00} into my Citi Savings account. 
The check listed two payeesmyself ( XXXX XXXX ) and my biological mother ( XXXX XXXX ). 
Both payees endorsed the check. 
We live at the same address, and the insurance policy is in both names. 

CitiBank accepted the deposit, processed the check, credited the funds, and reported the deposit on my official May XXXX XXXX  account statement. 

XXXX XXXX has confirmed to me directly that : the check was valid the check was properly endorsed the check was paid no stoppayment or fraud flag exists CitiBank XXXX verify the check through XXXX Mutuals payment verification department XXXX XXXX also stated that I do not need to file any claim with them, and that CitiBank must resolve this issue internally. 

-- - CitiBanks Improper Actions Despite the above : XXXX Fraud Prevention Department blocked my account CitiBank closed my account CitiBank claimed the funds do not belong to the account holder CitiBank told me to contact the originating financial institution However, CitiBank is the originating financial institution, because XXXX XXXX uses CitiBank to issue claim checks CitiBank is refusing reimbursement CitiBank refused to provide proof of fraud, alteration, or mispayment CitiBanks explanation is factually incorrect, procedurally improper, and contradicted by both XXXX XXXX and CitiBanks own account statement. 

-- - Regulatory Concerns I am requesting a second CFPB investigation because CitiBank has : Wrongfully reversed a valid, paid check Wrongfully closed my account without evidence Failed to provide required documentation under Regulation CC Provided contradictory and misleading information Deflected responsibility to XXXX XXXX despite being the issuing bank Failed to provide any legal basis for claiming the funds do not belong to the account holder Ignored the fact that both payees endorsed the check These actions constitute unfair banking practices, negligent processing, hardship and improper handling I respectfully request that the CFPB require CitiBank to : XXXX. Provide proof of payment status from Citis issuing department XXXX. Provide evidence supporting their claim that the funds do not belong to the account holder XXXX. Explain why they instructed me to contact the originating bank when CitiBank is the originating bank XXXX. Restore the funds or reopen the account if no valid return reason exists XXXXCorrect any internal fraud flag placed in error XXXX mutual provided me with XXXX option XXXX for Citibank to verify but they said they are unable to do conference calls. 

I am requesting full review, correction and release of 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 monetary relief