Consumer complaint received 2025-08-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XXXX I was scammed on my XXXX  account by a scammed emailing me a link to verify order and asking my debit card for sending money Instead the scammer debited me twice the filling amounts : XXXX and XXXX dollars back to back When I realized it I first contacted XXXX and at the same time the fraud department at Citibank by calling number on back of my debit card. At the same time Citibank flagged the second withdrawal and sent me an email for possible fraud. On the phone with Citibank I asked to block the transactions declining them, block the card and send me a new one. I also filed a dispute. The dispute outcome just came back in the mail and Citibank is saying their investigation did conclude that these were regular activities on my account. I am appealing After receiving the decline to dispute the charges by Citibank I contacted by Citibank manager and have an appointment on XX/XX/XXXX. I also filed a police fraud report against scammer Online with the federal trade commission bureau : Report Number XXXX Evidence : From : XXXX XXXX XXXX Date : XX/XX/XXXX at XXXX PDT To : XXXX Subject : appeal to dispute resolution- SCAM-Fwd : Fraud Alert : Your Citibank Debit Card Dear Fraud department I received notification by regular mail that my dispute of the scammed charges I was inflicted on XX/XX/XXXX related to my XXXX account was denied as it was found to be regular charges. I called right away the citibank debit card line to signal the scam and block these 2 back to back charges. While I was on the call with the fraud department, asking to block the card and send me a new one as well as reverse the charges. I received the email below PROVING that this was flagged as NOT being a regular activity on my account by your very services, contradicting the dispute resolution letters you sent me dated XX/XX/XXXX. At the same time on XX/XX/XXXX around XXXX XXXX, we contacted XXXX support line and they confirmed such scams. We were scammed into verifying my bank account To RECEIVE payment from a buyer. instead this so called buyer debited two charges of XXXX and XXXX to my account. I am asking to not pay these charges and I want to appeal as this is clearly a SCAM. I didn't receive any service, I didn't approve the charge per email below, I was on the phone with you guys at the same time to decline both charges. I ask to review the investigation and file a complaint for wrongful decision by citibank investigator. I was not asked to provide any proof. I just received the letters declining my request looking forward to hearing from you Thanks in advance XXXX XXXX XXXX XXXX XXXX XXXX XXXX Forwarded message XXXX XXXX XXXX XXXX XXXX From : Citibank XXXX Date : Mon, XX/XX/XXXX at XXXX Subject : Fraud Alert : Your Citibank Debit Card To : XXXX We noticed suspicious activity on your Citibank Debit Card . ACTION REQUIRED Citi Logo Security Zone XXXX XXXX ATM/Debit Card ending in XXXX Review the recent activity below Hi, XXXX. Let us know immediately if you, or anyone you authorized, used your Citibank Debit Card ending in XXXX for the activity noted below. You may not be able to make transactions on your card until we hear back from you. Amount : {$390.00} Date : XX/XX/XXXX Merchant : XXXX XXXXXXXX Status : Declined Do you recognize the activity above? Yes I recognize all of the above. No I do not recognize one or more of the above. If you need more details on any transaction, login to the Citi Mobile App or Citi Online. Citi is at your side for all your financial needs. Your Citi Team Account Payments & Transfers Support Download the Citi Mobile app. Download on the XXXX XXXX XXXXXXXX XXXX XXXX  on XXXX XXXX XXXX XXXX and the XXXX logo are trademarks of XXXX XXXX, registered in the XXXX and other countries. XXXX XXXX is a service mark of XXXX XXXX, registered in the XXXX and other countries. Android, XXXX XXXX, and the XXXX XXXX  logo are trademarks of XXXX XXXX Citi Logo Privacy Security Security Zone The security zone at the top of this email helps you verify that it was in fact sent by Citi XXXX ABOUT THIS MESSAGE This e-mail is to keep you informed about your Citibank retail accounts, including service updates and other information about your account. If you have any questions, please do not reply to this service e-mail. For account specific inquiries, please call XXXX ( TTY : XXXX ) ; international XXXX, or visit citibankonline.com. You can also direct any queries to : Citibank Client Services, XXXX XXXX XXXX XXXXXXXX XXXX XXXX, TX XXXX XXXX Citibank N.A . Citi, Citi and Arc Design and other marks used herein are service marks of Citigroup Inc. or its affiliates, used and registered throughout the world. Scammed email -- -- -- -- - Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Mon, XX/XX/XXXX at XXXX Subject : Re : Shipping Time Estimate To : XXXX XXXX XXXX I placed an order with you for Custom Sneakers Here 's my order, maybe you can see something about it, because I don't have anything showing : XXXX 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 explanation