Consumer complaint received 2024-05-30 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Confusing or missing disclosures — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX please note that my documents were stole, the theft occurred on XX/XX/year> and it was reported to the police department and the bank. I withdrew money from Citibank account ending in XXXX via the IRA phone system earlier this month of XX/XX/year>, since the branch did not allow the money withdrawn at the branch, without proper identification or picture identification. I respected Citibank 's request and used the IRA branch phone system at Citibank to withdraw money from my IRA into my checking in the amount of XXXX. In the process of moving from New York to Pennsylvania the theft occurred.I was in the process of waiting for the clearance of an indemnity on my driver 's license when the documents were stolen. The documents that were stolen included all my pictures identification. The situation was explained to the bank on XX/XX/XXXX when I attempted to complete another withdrawal from my Citibank IRA account since there was not enough money in my Citibank checking account to complete the storage move from New York to Pennsylvania. I explained to Citibank that I'm on the street at the present time waiting for my identification from the XXXX to arrive at my mailbox or other documents that suffice identification such as my passport that was also stolen. However, I am in possession of the birth certificate, social security card and a temporary interim license paper that was provided by the XXXX. Please note that Citibank still refuses to complete the withdrawal today on the XXXX of XX/XX/year> on the premise that only one withdrawal could be made from the IRA account every 30 days. I explained to Citibank that this was an emergency, since I am in the present time attempting to complete my move in New York to Pennsylvania. 

This statement is written in the event that something happens to me while on the street, please note that I came in person to request the intervention of Citibank in terms of transferring funds from my IRA account into my checking account in order to help me in terms of arriving at my destination. 

Please note that I did communicate via the branch phone system to the IRA, which also agreed with the branch in terms of the XXXX policy. I also spoke to your supervisor XXXX who also requested a XXXX policy in terms of having the withdrawal completed. XXXX was also explained the present moving situation and that I as a customer am on the street. XXXX was also explained that there is money in my Citibank IRS account which is feasible and can be transferred from the IRA into the checking. I was also explained that they can not remove different types of amounts but only after the 30 days period policy. Therefore my request today XXXX, still did not meet the XXXX policy of the IRA. 

XXXX XXXX XXXX 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