Consumer complaint received 2025-10-02 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.

Complaint narrative:
On XX/XX/year>, I became the victim of a fraudulent transaction through my Citibank checking account. I respectfully submit this complaint due to Citibanks refusal to reimburse the funds and its failure to adequately address the matter in its internal investigation. 

Chronology of Events : At approximately XXXX XXXX  ( XXXX ) of XX/XX/year>, I received an email from Citibank notifying me that a new international phone number had been associated with my account. 

Only minutes later, I received a second email confirming that a new wire transfer recipient had been successfully added to my account. I did not authorize this action and immediately removed this recipient through online banking. 

At XXXX XXXX  ( XXXX ), I received a third email stating that a domestic wire transfer for USD XXXX had been executed from my account. This transfer was not authorized by me. The notification itself included the instruction : If you didnt make this transfer, please call us at XXXX. 

Immediately after the first email, I attempted to communicate with an Citibank 's agent to inform the situation and then to stop de transfer. Online banking did not provide any function to cancel or freeze the operation. I also tried repeatedly to reach Citibank by phone, but the automated system did not offer any option to directly report fraud or theft. 
At XXXX XXXX  ) XXXX ) only 17 minutes after the fraudulent transfer was executed I finally reached a Citibank agent. I explained that the transfer had not been made by me, requested that it be stopped immediately, and asked that my account be blocked for security. After placing me on hold for several minutes, the agent informed me that the transfer had already been completed and the funds were at another bank, making reversal impossible. My account was then blocked, but only after a 58-minute call, and CASE XXXX was assigned. 

In the following weeks, I called Citibank on multiple occasions to ask about the status of the investigation. Each time, I was told that I needed to wait, that my case was under review, and that there was no need for me to call again. 

On XX/XX/year>, I received a letter from Citibank dated XX/XX/year>, in which the bank denied my claim, stating : the payment order was accepted as your authenticated request. 


Key Points to Highlight : Immediate Action : I acted diligently and in good faith, contacting Citibank only 17 minutes after the transaction was notified. Despite this, the bank failed to stop the transfer. 

Deficient Systems : Online banking provided no way to cancel the transaction, and the phone system provided no option to directly report fraud, delaying my ability to reach a human agent.

Inconsistent Security Standards : In prior legitimate transfers initiated by me, Citibank delayed or blocked the operationsometimes for days and for significantly smaller amountsuntil I confirmed the transaction. Yet, in this case, a much larger fraudulent transfer was processed instantly and without any verification. 

Contradictory Dates : Citibanks denial letter refers to the transfer being posted on XX/XX/year>, three days after the actual fraudulent transfer occurred on XX/XX/XXXX, which I reported immediately. This discrepancy raises concerns about the accuracy of their internal review. 

Generic Denial Reason : On XX/XX/year>, I received a denial letter ( dated XX/XX/year>XXXX  ), stating only that the payment order was accepted as your authenticated request and therefore the claim could not be honored. This reasoning ignores the very nature of fraud : stolen credentials may pass system authentication, but they do not represent true customer authorization. Citibanks response did not address any of the specific facts of the case. 

Conclusion : Citibank failed to provide effective mechanisms to prevent or stop fraud, despite my immediate notification. The banks rejection of my claim was based on a generic statement, without addressing the substance of my arguments or the inconsistencies in their own processes. I respectfully request that the CFPB review this matter and require Citibank to reimburse the full amount of USD XXXX, as the loss resulted from deficiencies in Citibanks fraud prevention and customer protection protocols, not from any negligence on my part.

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 explanation