Consumer complaint received 2025-02-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Please consumer financial bureau wish you were coming to you and I regards to the amazing experience we have a city besidely that's not even the closest thing to the case not only will we kept out of our accounts It kept but tell knowledge of what exactly was going on with our account but we were framed and treated as criminals My mother remind you has had a relationship with anything for 30 plus years and has never been treated so low like she has been made to feel when she calls in or I do Our names in the joint account are. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Email XXXX Phone number XXXX XXXX the XXXX XXXX  Account and routing numbers XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXXXXXX Subject : Urgent Complaint Regarding Fraudulent Transactions and Mishandling of Joint Checking Account by Citibank Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Citibank regarding severe breaches in security and the mishandling of a joint checking account under the names of XXXX and XXXX XXXX. Between the months of XXXX and XXXX, our account was compromised three separate times, leading to significant financial distress, emotional turmoil, and a dire impact on our well-being. 

Despite our best efforts to secure our account, an unknown individual or individuals gained access to our banking information in ways that remain unclear. We do not know if a skimmer was involved, but my personal information, including my name and Social Security number, was found on the dark web. Additionally, a persistent, unidentified phone number repeatedly bypassed Citibanks security measures and gained access to our banking details. This number was never authorized or verified by us, yet it was inexplicably allowed to override all security protocols, linking a digital wallet to our account without our consent. 

As a result, multiple unauthorized transactions took place, many of which we could not see or did not recognize. Adding to our distress, important banking mail that should have been delivered was either intercepted or never arrived, leaving us unaware of crucial account activities. The financial losses we suffered were devastating. Our rent went unpaid, putting us at risk of eviction, and our car is now facing repossession. The emotional and financial toll of these violations has left us in a state of extreme hardship, especially through the holiday season. 

What is most infuriating is that Citibank has treated us as if we are the ones responsible for this fraud, rather than being victims of a severe security lapse on their part. Instead of following standard security proceduressuch as requiring in-person verification for major account changes, as they have done with us in the pastthey allowed this unauthorized individual to repeatedly access our funds remotely. If we, as account holders, were required to verify our identity in person, why was this same standard not applied to the fraudster who accessed our account multiple times? 

We feel that Citibank has spread falsehoods regarding this situation and has failed to take accountability for their lack of proper security enforcement. Their failure to protect our account has caused immeasurable financial strain and emotional distress, leaving us in a position where we could not even access our own hard-earned money. Instead of helping to rectify the issue, Citibank has only added to our stress by dismissing our concerns and failing to properly investigate how these breaches occurred. 

At this point, we are left with no other choice but to seek intervention. We request that the Consumer Financial Protection Bureau launch an investigation into Citibanks handling of this matter, including their failure to prevent repeated unauthorized access, their inadequate security measures, and their unfair treatment of us as victims of fraud. We demand a full review of the fraudulent transactions, proper restitution for the financial damages suffered, and an explanation as to how and why this repeated breach was allowed to occur. 

The emotional and financial impact of this ordeal has been devastating. We have lost faith in Citibanks ability to safeguard our funds, and as a result, we are considering terminating our relationship with the bank. However, before doing so, we need answers and accountability. We trust that the Consumer Financial Protection Bureau will take this matter seriously and ensure that Citibank is held responsible for their negligence. 

Thank you for your time and attention to this matter. I look forward to your prompt response. 

Not treated sincerely yet sincerely from XXXX and 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