Checking or savings account -- Managing an account -- Complaint #17951716
Complaint Overview
Complaint ID: 17951716
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: New York
ZIP Code: 10550
Date Received: 2025-11-26T12:00:00-05:00
Date Sent to Company: 2025-11-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
The IRS attempted to issue my XXXX XXXX XXXX Refund to my checking account with Citi on XX/XX/XXXX, but they were given an incorrect routing and account number by my tax preparer so I never received my deposit. On XX/XX/XXXX ( due to several factors ) I followed up with the IRS which is how I found out about the wrong info on file. In line with prior experience, they said that since it was attempted as an ACH deposit they can't issue a duplicate payment without first having the initial failed payment reversed by Citi. The IRS agent said they show record of them sending but no confirmation or response from Citi since. They referred me to call and request that Citi send it back so that the IRS can reissue as a check since my account with them was now closed. I contacted Citi via their chat support and explained the issue probably about a dozen times but they barely understood at first, saying my account can't accept a deposit bc it's closed and urging me to open a new one with them. I said no, and kept reiterating that the IRS needs them to reverse the payment so I can touch base from there. They then kept checking the closed account over and over saying no history of the transaction was showing even though I kept repeating * why * it wasn't and saying that's not the issue here. Eventually I got frustrated and asked for a supervisor and had to go through the entire thing again but once they finally got it they just kept referring to the IRS. The agent kept saying they can't access the payment in question and can't go checking other random peoples ' account even though I never asked for that. I asked to escalate further and they refused, and said Citi can't reverse a payment on their end ( false ). I asked for a copy of my interaction and they refused and told me to make one myself. I attached the copy/pasted chat text but it's terribly formatted, I find it odd they don't have some method of storing transcripts for these so I'm sorry about that.
Frequently Asked Questions
What is Complaint #17951716 about?
Complaint #17951716 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-11-26T12:00:00-05:00.
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.