Consumer complaint received 2026-03-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
For my CitiBank Account number ending in : XXXX, Member Since XXXX. Subject : Formal Dispute of Fraudulent Charges and Request for Full Reimbursement ( 12 Months ) Consumer Financial Protection Bureau Re : Formal Complaint Against Citibank Failure to Properly Investigate and Reimburse Fraudulent Charges To Whom It May Concern, I am submitting this complaint regarding Citibanks refusal to fully reimburse fraudulent charges made to my credit card account over a twelve ( 12 ) month period. Over the past year, unauthorized transactions from XXXX and XXXX were charged to my account using a virtual card number linked to my credit card. I did not authorize these transactions. I rarely use this card physically ( approximately three times per year ), which is one reason I did not initially suspect fraud. An unknown individual gained unauthorized access to my Citi online account and changed my security settings, including : Changing my phone number to an international number in XXXX Disabling or redirecting transaction alerts Altering account notification preferences Because of these unauthorized changes, I did not receive any transaction alerts or fraud notifications. On XX/XX/XXXX, I received an email stating that my XX/XX/XXXX payment had been returned. This alerted me to review my account. My bank verified that my payment had been properly withdrawn and paid on time. It appears the fraudster attempted to divert or interfere with my payment through an ACH transaction. I immediately reported the fraud to Citibank. However, Citibank informed me they would only credit three ( 3 ) months of fraudulent charges and refused to reimburse the remaining nine ( 9 ) months, despite clear evidence that : My account was compromised. My contact and alert information was altered without my authorization. I was prevented from receiving fraud alerts. The fraudulent activity involved a virtual account number I did not create or authorize. I believe Citibank failed to maintain adequate account security controls and failed to properly investigate the full scope of this fraud. Under the Fair Credit Billing Act ( FCBA ), I am requesting full removal of all unauthorized charges and all related interest and fees for the entire twelve-month period. The financial impact includes unauthorized charges plus interest that accumulated due to these fraudulent transactions. I respectfully request that the CFPB investigate this matter and require Citibank to : Reimburse all fraudulent charges for the full twelve months Remove all related interest and fees Provide documentation showing how my account security settings were changed Provide evidence of their investigation I have attached supporting documentation, including payment verification, account statements, and records of my fraud report to Citibank. Thank you for your attention to this matter.

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