Consumer complaint received 2025-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/year> my mother in law sent a Ach transfer of XXXX dollars to my Citi bank account. I received the money on XX/XX/year>, later on that day i tried to login my account and my account access was locked. I then called Citibank to see why my account was locked they informed me that my account was locked because they have made an business decision to terminate my account. I was completely puzzled because they couldnt even tell me a reason why, if there was any fraudulent transaction made on my account the representative would have told me but still to this day they havent told me a reason why it was being closed. I was stress out and upset because not only that I had that XXXX transfer that was in my account I personally had XXXX on my checking account as well. I had a lot of money in my checkings account that I had to use to not only save my money but use for daily function and pay bills and etc. I was then told from the representative that all the remaining funds I had in my account was going to get put in a check and sent to my address and that it would take 30-60 days for them to do so. At that time it was very stressful to hear that because thats a lot of money out of my hands that I need for daily life function but I waited patiently. On XX/XX/XXXX or the XXXX of 2025 I received the check from Citibank but it was only the {$1500.00} and not the full amount of {$7500.00} the XXXX transfer transaction was excluded. So then, I called Citibank and told them what happened and they told me a whole bunch of things I couldnt understand and that i would have to do a hold harmless claim which is a bank to bank process so I called again and a different representative told me I need to go to the branch and see whats wrong. I made an appointment to go to Citibank branch speak to agent or specialist and I also brung my mother in law who have done the transfer in her name with her account with documentation proof and they informed us that they have already reversed or sent back the ach tranfer back to her but she never received it they then told us to wait on it. We waited XXXX weeks still did not receive it we made another appointment again to speak to them regarding this situation they told us the same thing and that maybe its her bank thats the problem which doesnt make any sense because they money was last in citibanks possession if they really and truly reversed or sent it back to my mother in laws bank which is still to this day active and open it would have made it back to her account with no problem I never seen or heard or been in this situation before where an ach transfer that got reversed or sent back never makes it to its destination. They told my mother in law to do a dispute claim from her bank to my bank about the transfer I did that 3 times i still havent received the money. Still to this day on XX/XX/year> me or my mother in law never received this {$6000.00} we dont know what theyve done with it or where it is. In the documentation that I would provide is all proof and dates if you carefully look we were wrong by Citibank and its a legally not right.

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