Checking or savings account -- Closing an account -- Complaint #12507980
Complaint Overview
Complaint ID: 12507980
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
State: Texas
ZIP Code: 77072
Date Received: 2025-03-16T12:00:00-05:00
Date Sent to Company: 2025-03-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XXXX I attempted to login to Citibank, N.As mobile banking app and received a Red error message that the system was experiencing temporary delays. I immediately called customer service, spoke with an agent and then called them right back because the agent gave me the incorrect telephone number to the department that I needed to speak with. The two different customer care agents that I spoke to had no information after holding for a lengthy period, result in a Horrible customer experience. Both agents, were unable to pull my checking account information with my debit card or checking account number instead asked me to provide them with my social security number. I was very uncomfortable having to give out my social security number over the phone to a bank agent that closed my account and didnt have the decency or respect to tell me all while keeping my money. I made a huge mistake when I trusted Citibank , N.A . for my banking needs. Again, neither agents informed me that the account had closed, only that there was an issue that they were unable to discuss.The first agent gave me a number and didnt even offer to transfer me. The 2nd departments agent informed me that Citibank , N.A . had closed my account and did NOT explain the reason why. These phone calls were very stressful and unproductive. It wasnt until after several phone calls I found out that I was being handled by the fraud unit. I strongly feel that Citibank , N.A . should be required to provide details on this issue and not leave me in the blind. I did express my concern for their decision and explained that per usual my payroll check was scheduled to be deposited that same week and it might be too late for me to reroute it. The agent had no resolution. Clearly they can care less about me but I care about my 3 children, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that financially depend on me, only. My children are in school and are not employed. My income only allows for the absolute necessities for my family. It is very detrimental to us for my pay check to be delayed at all. The agent told me it could take 30-60 days for my funds to be released by mail. I also explained that I had already submitted for my income tax refund to be directly deposited in that account and it had been approved to be processed very soon. Again, no resolution or acknowledgement. To hear such unexpected and unfair information was devastating. I pleaded with the agent to escalate this matter because I desperately need my money! I got no impression that the agent cared or empathized with my plea for help. I have no idea or understanding on why it takes so long to release MY money after Citibank , N.A . decided to close my account with no explanation, reason or warning. It seems like they are trying to hold my money hostage. This is all unwarranted and unacceptable. I am so disappointed that this company would be so inconsiderate and not willing to do what is right to their once consumer. They dont want me as their customer any longer and that is their right but holding my money is immoral. I kindly ask for your assistance in trying to get Citibank , N.A . to release my money asap. I appreciate your time. Thank you.
Frequently Asked Questions
What is Complaint #12507980 about?
Complaint #12507980 was filed against Citibank, N.A. regarding Checking or savings account specifically about Closing an account. It was received by the CFPB on 2025-03-16T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.