Consumer complaint received 2026-07-01 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: MD

Complaint narrative:
I still am not allowed access to my own account online and they refuse to allow me to sign up for my own virtual new card online because they are crazy and I need access to my account and I need to be able to order a new card myself! I was sent an account alert from Citibank that XXXX charges were processed on my debit card from the same vendor at the exactly the same time around XXXX XXXX on the XXXX. I immediately went into my Citibank account realized that the fraud the charges were not authorized and I canceled my card. My current existing debit card ending in XXXX immediately. I then clicked on the link that they offered asking me if I had charges that I needed to dispute and it told me to call the company to call Citibank customer service. I called Citibank customer service and I was on hold for more than an hour and still hadnt been connected to someone to file the disputes so I hung up. I went onto the Citibank website and I requested a new card to replace the one that I had just canceled because it was stolen and I was given a virtual card that said it was going to be shipped within XXXX hours and the virtual card number. The last XXXX digits were XXXX. I then called Citibank back about XXXX hours later to process the disputes and I did that. I let them know that both of the charges at that time one was {$25.00} in with {$33.00}. Were not authorized in anyway that I did not have any memberships to the vendor that I did not get anything receive anything from that vendor and did not authorize the charges at all. I did tell them that I used the vendor who provided rental pools XXXX years prior, but that I had not done any business with them since and that there was no memberships. There was no memberships involved that there was nothing that would give them a reason to charge me those amounts. They refuse to credit me right away and still have but I submitted this issue anyway, and they told me it could take up to 90 days for the investigation to be complete. I know that its illegal that they have not credited me for the XXXX charges because it is of the law that they have to give me a credit for those XXXX charges if their investigation is going to take longer than 10 days. They told me it was gon na take longer than 90 days and they still refused to credit me those XXXX amounts even though I confirmed everything I didnt interview. I canceled my card, etc. The next day after I had done all this of these things I went to look at my Citibank account and my account flashed an alert telling me that I needed to enter in my debit card information because I just gotten a new one to confirm my myself or else I wouldnt have access to my online banking account. I put in the information for the new card that I just ordered the XXXX ending in XXXX into where they asked for it and hit submit and they said that I entered the wrong information. I didnt understand why so I did it again and XXXX was told that I entered the wrong information. I went on my way, and I tried to do a virtual visit with a Citibank representative from the branch who told me that they couldnt help me in anyway that I had to contact the customer service through the XXXX number. That is extremely difficult because nobody answers the phone who speaks XXXX and it takes almost an hour to get through to someone so I called customer service again at this point it was yesterday which is XXXX full days after I ordered the new card and I havent been allowed access to my bank account since and I talked to customer service over the phone who told me that they canceled the card I ordered because they said that it was a lie, but they said that it was because I had submitted disputes. I didnt submit dispute for that card. I submitted dispute and had the previous card canceled the card that I got the new XXXX hadnt even been shipped to me yet I didnt even turn it on nothing I tried to ask them and they just kept telling me that thats what happened. They refused to allow me to be transferred to fraud cause I needed to understand who canceled the new card. I just ordered cause I thought there might be fraud from somebody else and they refused to transfer me. They would not give me any information. The entire phone call took an hour. The representative lied to me in the beginning. He told me that a card had already been sent out to me, but couldnt confirm the numbers then finally by the end he told me that I was only going to be allowed access to my own account when I receive the new card that I processed through him and was sent to me in the mail which could be a week from now. I said I I dont know why you canceled the new card. I just asked for XXXX days ago, but I can process my own card again get a new XXXX so I can get the virtual information upfront online myself. They said that I was not allowed to do that that I had to order the new card through them they couldnt give me the numbers upfront and then I would have to wait to be allowed to have access to my own bank account or my money or

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