Consumer complaint received 2026-04-28 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: IL

Complaint narrative:
I am filing a formal complaint regarding {$30000.00} in unauthorized in-person cash withdrawals from my Citibank account on XX/XX/XXXX and XX/XX/year>, at branch locations in XXXX XXXX XXXX XXXX. I did not authorize, initiate, or participate in these transactions. 1. Transaction Summary XXXX in-person cash withdrawals were processed as follows : * XX/XX/year> : {$25000.00} * XX/XX/year> : {$5000.00} These transactions occurred at Citibank branches in XXXX XXXX and required in-person identity verification. I was not present in XXXX at the time these transactions occurred. 2. Immediate Response and Account Action On XX/XX/year>, upon discovering the unauthorized withdrawals, I immediately : * Froze my account * Contacted Citibank fraud department * Filed a fraud claim and obtained a case number On the same day, I also filed a police report with XXXX XXXX Sheriffs Office and received an official case number. 3. Law Enforcement Follow-Up * XX/XX/year> : Initial police report filed in Illinois * XX/XX/year> : After communication with Citibank, I was informed the case should be treated as identity theft and was advised to also file with XXXX * XX/XX/XXXX onward : I made repeated good-faith attempts to contact XXXX but was unable to obtain a jurisdiction-specific report number due to inter-agency routing limitations outside of my control * XX/XX/year> : I followed up in person with my local police department, confirmed the case status, and obtained officer contact information for verification purposes 4. Supporting Evidence of Physical Presence I have supporting evidence indicating I was physically present in Illinois during the relevant time period, including : * Employer attendance records confirming work presence on XX/XX/XXXX and XX/XX/year> * Workplace records and security/surveillance systems confirming physical presence ( available for verification if required ) * Illinois-based transaction and purchase records on both dates * Timestamped photographs with location metadata confirming my presence in Illinois during the relevant period 5. Bank Investigation and Surveillance Request Given that the transactions were in-person branch cash withdrawals, I requested access to the relevant branch surveillance footage from Citibank locations in XXXX XXXX to assist in verifying the identity of the individual who conducted the withdrawals. Citibank has not yet provided the surveillance footage and indicated that the request is subject to internal review and approval and remains pending. This footage is directly relevant to confirming the identity of the individual who completed the transactions. 6. Claim Handling Concerns Despite immediate reporting and full cooperation, Citibank has : * Not issued provisional credit * Continued to delay resolution of the fraud claim * Required a XXXX XXXX police report number despite jurisdictional limitations outside of my control * Not yet provided the requested surveillance footage 7. Request for Resolution I respectfully request that CFPB require Citibank to : * Refund the full {$30000.00} in unauthorized withdrawals * Conduct a full review of branch-level identity verification procedures related to these transactions * Review teller logs, transaction records, and associated surveillance footage * Provide or internally review surveillance footage without further delay * Not delay resolution based on jurisdictional police report requirements that are outside of my control * Provide a written explanation of how these in-person withdrawals were processed Conclusion This case involves unauthorized in-person cash withdrawals with supporting evidence indicating I was not physically present at the transaction locations and did not authorize the withdrawals. I acted immediately upon discovery, reported the matter to both the bank and law enforcement, and have fully cooperated throughout the process. Despite this, the claim remains unresolved without provisional credit. I respectfully request expedited review and full reimbursement of the disputed funds. Sincerely, XXXX XXXX ( XXXX ) XXXX XXXX Last XXXX digits of account: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