Consumer complaint received 2025-06-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
Good day, On XX/XX/XXXX, I opened an account with Citibank. The following week I had a wire transfer from my attorney for $ XXXX plus deposited into my account from my deceased mothers estate. 

I noticed right away that, I was locked out of my account after I made the smallest purchases. I would call Citibank and they would ask for my number, and text me a code, which I would then read back to the Representative on the phone, and then my account would open up. This happened 5 more occasions.

I decided that after 5 blocked access to my account that I would close the account, because I can not have a bank that locked me from my own account. Also over the past 2 weeks I and my XXXX XXXX XXXX daughter moved to a new home so, I was purchasing a bedroom set and furniture for us and my account kept on getting frozen. 

The last time it was frozen, they also locked me out of using my atm as well. I called up the bank and was told that they suspended XXXX fraud in my account and they would send me a text with a code to unfreeze my account, I received no code because, they claimed that my number was not a match in their system and I would have to wait for a letter that should arrive, in 10 days. I was livid, I had just moved and had to pay my bills for the XXXX of XXXX and just many things. They told me that the letter will be mailed to the address that was attached to my social, and when I was told the address it was an address that I lived in over 7 years ago, and have no access to at all and I also now live in another state. I was devastated and in tears, and the next day I went to the bank in person and the banker tired helping me, the same thing happened and I asked to speak to a manager, the manager spoke with the fraud department and they basically told her that they could not give her any information and I had to wait on the letter which they now claimed they mailed out on the XXXX of XXXX and they did however tell her that it was mailed to my current address. Its been well past the 10 days and I have not received a letter to my current address, I did however receive a letter to my former address, I opened the account with and moved from. The letter had a code on it which, I was told to wait for a code in the mail, I was happy and received, which that tirned to sadness and anger as they told me that was not the letter and I had to wait on a letter that has a reference code in it. They refused to tell me which address it will be sent to.

I have my passport, social, my drivers license and all forms of ID to show who I am, who am I being verified by a cell phone number I have not had in iver 14 years? The representatives in the phone are not the nicest and very hard to understand, and I try to have them repeat what is being told and met with attitudes. I am Brazilian American so I understand having an heavier accent, but at least be nice and respectful. 

I have no money and living on my credit card because CItibank was my only bank, I closed my bank account to switch to Citi and it was the worst decision because, they are holding my money hostage and refuse to help me. All I want is access to my account to pay my bills, and buy groceries for my child and I. I use credit cards for emergencies or traveling and having to survive off a card, when I have money in my personal accounts is upsetting.

I would just like to have this matter dealt with and I can gain access to my account so that I can close it and put this nightmare behind me. This has caused me so much stress and XXXX, I had the recent death of my mom and now dealing with this is just added stress. Please help and fix this. 

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 non-monetary relief