Consumer complaint received 2025-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
On XXXX XXXX, I lost my wallet. I discovered this mishap the next day, XX/XX/XXXX, when I received an email PIN notification from the Citibank Mobile App at approximately XXXXXXXX XXXX. I immediately phoned Citibank to report that I lost my wallet and that, contrary to the Citi Mobile app notification, I had not reset my PIN and in addition, my online access was blocked. The Citi Rep questioned me for several minutes, sent several codes to my phone and asked the challenge questions for which I provided the correct responses. Afterwards, she informed me that I should have online access through the Citibank Mobile App in a few minutes. 

After 20 minutes, I attempted online access. I received another Citibank text that, in order to gain access, I could anticipate a code which I would be required to enter on the app. When I received the text, I quickly noticed that the phone number attached to it had been changed and did not belong to me. I panicked! I called Citibank and remained on the phone line with the Citi Rep for the next hour. The Citi Rep explained that he could not help me due to the mismatched information and directed me to visit a Citibank branch in person. 

That afternoon on XX/XX/XXXX, I drove to the XXXX Citibank Branch to report the lost wallet and the suspected fraud. The XXXX Citibank Branch Manager, XXXX XXXX XXXX, replied that she could not help me due to the fact that I had no official identification, and directed me to speak with the Fraud Dept. I attempted to present my replacement Drivers License, XXXX Police Report and employee ID to establish my identity. XXXX dismissed these items, and quickly and abruptly insisted that I speak with the Fraud dept. She escorted me to a conference where she phoned the Fraud dept and handed the phone receiver to me.

After listening to the circumstances about the lost wallet and suspected fraud, the Fraud Dept Citi Rep. reviewed my account and asked if I recognized several transactions, which I did not. She stated that my account was compromised and that a new Citi bankcard would be delivered through the XXXX overnight services. 

On XX/XX/XXXX, I did not report to work and waited for the Citi bankcard to arrive. It was important to me to immediately reactivate my Citibank card in order to pay bills and to purchase groceries. To my dismay, the Citibank card was not delivered within the 24 hours that was promised by the Fraud Dept Rep. Instead, it arrived during the following afternoon on Saturday, XX/XX/XXXX. Upon receipt, I immediately attempted to activate it, but it did not work. I was unable to visit the XXXX XXXX for assistance as the banking hours had already ended. Therefore, I was placed in the position of borrowing cash over the weekend to pay bills and to buy groceries. 

On XXXX XXXX, I took another day from work and reported to the XXXX Citibank Branch. I presented the Citibank bankcard and explained that I could not activate it. The Personal Banker, XXXX XXXX, asked me to insert the card into the card reader, but it did not activate. XXXX reviewed my account and provided 4 digits which she indicated were attached to my new checking account. I was confused? I was unaware of a new checking account. XXXX explained that the Fraud or Customer Dept had created the checking account over the weekend. I asked XXXX details about the fraudulent transactions, but she indicated that she could not discuss the specifics due to the restrictions on the account. Her response intrigued me on the basis that she had already provided the last 4 digits of this mysterious newly created checking account. 

I was escorted to a conference room. XXXX phoned the Fraud dept and explained to me that the Fraud Depts role is to review unauthorized transactions. The Fraud Citibank Representative was very difficult to understand due to the background chatter and the individuals accent. I discontinued the conversation and phoned back in the hopes of speaking with a Citibank Rep that I could better understand. During this conversation, I could understand a little better, but not much. The CitibankFraud Rep confirmed that the account had been compromised and had been closed to prevent further fraud. I was completely devastated to hear this news! As I reflected, I reviewed all the steps I had taken to avoid the fraud from occurring with my checking account. 1 ) I phoned Citibank immediately and notified the Citi Rep of possible fraud when I realized I lost my wallet. 2 ) I took the day off from work and waited all day for the Citi bankcard 3 ) I presented my replacement Drivers License as evidence of my identity. How could this have happened? I informed XXXX that XXXX practices were not supportive of me and contributed to the scammers successful access into my checking account, resulting in the fraudulent transactions and my inability to handle my financial responsibilities. 

On XX/XX/XXXX, I visited the Citibank XXXX XXXX to follow up with the Manager, XXXX XXXX , in the hopes of an exception to the policy and the acceptance of my replacement Drivers License. She was adamant that there was nothing she could do. I reiterated that I had taken all the necessary steps to prevent the unauthorized access of my checking account. XXXX response was that it is the Fraud Depts responsibility to place the restriction and that there must have been some miscommunication. I let XXXX know that I have been with Citibank for 37 years and that I should qualify for an exception to the requirement to present the official Drivers License, and therefore, to allow the replacement. There was no empathy or support. I left, but I was determined to get clear answers on why this problem occurred. 

In the meantime, I received a Citi mobile app notification that the 2nd Citibank card was scheduled to be delivered. Soon after the Fraud Dept notification, I was informed by XXXX from the XXXX Branch that the 2nd Citibank card would not be valid due to its attachment to the compromised checking account. The XXXX XXXXXXXX driver sent a text notification that the Citi package was delivered at XXXX. I arrived home at XXXX to discover that the package with the 2nd Citi bankcard was missing. Because the scammer continued to have access to my Citi mobile account, he/she received Citi app updates and was aware of the delivery. The scammer staked out in front of my address and intercepted the 2nd Citi bankcard. It became clear to me that the Fraud Dept had not blocked the scammer from receiving mobile updates. 

On XX/XX/XXXX, I followed up to request an additional meeting with XXXX to express my displeasure with the way things were being mishandled. I phoned the XXXX XXXX and spoke with XXXX XXXX who scheduled the meeting to take place on Friday XXXX XXXX at XXXX. Later that day, I realized that I had a schedule conflict at XXXX. I visited the XXXX XXXX CitiBank website to reschedule for XXXX on Friday. 

In addition, I received another XXXX  XXXX notification that a XXXX XXXX XXXX package would be delivered before XXXX. To prevent the scammer from intercepting this package, I waited in front of my condo and connected with the XXXX XXXXXXXX driver to receive the package. I opened it but did not recognize/understand its purpose.I promptly drove to the XXXX XXXX for assistance. XXXX explained that the item was a code which would enable access to the Cit bankcard. Needless to say, the code was inactive due its attachment to the invalid Citi bankcard which had been stolen the previous day. 

On XX/XX/XXXX, I phoned the Fraud Dept to gain more information about my account status. The Fraud Dept Rep informed me that I could not be verified and that the information I provided did not match. I explained that I lost my wallet and that my account had been compromised. The Fraud Dept Rep repeatedly denied my request for the account status and stated that I would need to wait to receive my official Drivers License. I was thoroughly devastated. I thought about the audacity of the Citibank Rep to block me from details surrounding the account while the scammer continued to purchase items and fraudulently accessed my checking account funds to withdraw money. 

I took the afternoon off from work on Friday XX/XX/XXXX to meet with the XXXX XXXX XXXX at XXXX. XXXX met me at the Citibank entrance to let me know that she was in a meeting and unavailable to meet with me. I explained to her that I scheduled a XXXX appt. She responded that she had been trying to call me. I was shocked that she would not accommodate me! XXXX stated that her records showed XXXX and she tried to reach out to me. I replied that I had confirmation. I also expressed that I did not receive a phone call from her. She responded that she could be available the next day. Despite my confusion, I agreed to meet with her at XXXX on Sat. XX/XX/XXXX. 


Upon my arrival on Saturday morning, I expressed my extreme dissatisfaction with Citibanks procedures and practices. She appeared unconcerned about my frustration and maintained that it was the Fraud Depts responsibility to restrict the account. I let her know that it was her role to support a customer who took all the necessary steps to prevent fraud. 

The United States is experiencing a government shutdown. The inaction and inattention of the Citibank XXXX XXXX, the Fraud Dept and the Citi Customer Service Dept is utterly unacceptable. During these unprecedented times, I urge Citibank to reconsider outdated, anti-customer and unfriendly customer service procedures. Needless to say, new measures are needed at Citibank to prevent scammers from accessing bank accounts. Citibank needs to provide employees training on fraud threats, security protocols, customer service and awareness. 


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 monetary relief