Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Deposits or withdrawals
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Subject : Urgent : Escalation of High-Value Internal Fraud , Unauthorized CD Closure, and Catastrophic Systemic Security Failure by Citibank To the Consumer Financial Protection Bureau : I am filing this urgent complaint against Citibank for a catastrophic failure of their security infrastructure and highly negligent customer service regarding an ongoing financial cybercrime. An unauthorized third party has successfully breached my account, altered my personal information, and liquidated my Certificate of Deposit ( CD ) without my knowledge or consent. Timeline of Events and Critical Facts : Unauthorized CD Closure : On XX/XX/year>, I logged into my Citi Mobile App and discovered that my high-value Certificate of Deposit ( CD ) had been prematurely closed without my authorization. I was never notified as the primary account owner. When I contacted Citi XXXX service, the phone agent told me that someone made an early withdrawal request through phone on XX/XX/year>. I never made the request as the account owner, nor did I receive a notification. My CD maturity date is XX/XX/year>. Fraudulent Address Modification : Upon reviewing my profile on the Citi Mobile App, I discovered that the cybercriminal had altered my mailing address to a fraudulent location : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I have a photographic screenshot of this fraudulent change as definitive proof. Catastrophic Security Alert Failure : XXXX automated risk and compliance infrastructure suffered a severe systemic failure. I received zero automated email or SMS notifications alerting me that my primary mailing address had been modified. I have thoroughly verified my email registers, active filters, trash, and spam folders ; Citibank completely failed to dispatch any security warnings, directly preventing me from intercepting this grand larceny. Unauthorized Asset Liquidation : Citibank allowed an unidentified caller to pose as me over the telephone and initiate a premature, early withdrawal of my CD funds. Citibank processed this high-value transaction and issued a corporate check. Because of the address desynchronization mentioned above, this fraudulent check is now highly likely en route directly to the criminal 's address. Citibank 's Obstructive Customer Service : When I contacted Citibanks Fraud Department and Customer Service, front-line representatives flatly refused to provide me with a formal Fraud Case Number or Claim Tracking Number, asserting only that an " investigation is open. '' Furthermore, they refused to disclose critical details of the issued check, such as the check number or the tracking/shipping details, stating blind synchronization on their end. By withholding this transaction data, Citibank is actively blocking and sabotaging my local police departments ability to file a felony criminal report. Desired Resolution and Remedies Demanded : I require the CFPB to compel XXXX XXXX XXXX and Compliance Unit to immediately execute the following actions : Place an immediate, ironclad Stop Payment on the fraudulent corporate check issued from my closed CD. Assign an executive fraud investigator to my file and provide me with an official Case/Claim Tracking Number in writing. Conduct an internal audit of the phone recordings and digital audit logs establishing how the suspect bypassed Multi-Factor Authentication ( MFA ) to change my address and close the CD. Full Financial Restitution : Fully restore my Certificate of Deposit to its original state prior to the breach, including the complete return of the principal amount, the reversal of any early withdrawal penalties, and all accrued interest that would have been earned until maturity. Thank you for your immediate intervention in protecting a consumer from an active, high-value banking security breach.

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