Consumer complaint received 2026-06-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
CFPB COMPLAINT ID XXXX CITI REFERENCE NO. XXXX Updated CFPB Response XX/XX/XXXX Summary of Dispute : I am formally rejecting Citibank 's response to my complaint and requesting a full reopening of this case. Citibank negligently allowed an unauthorized, completely anomalous wire transfer to clear out of my savings account, despite the fact that I called their official fraud line and explicitly reported the transaction as fraudulent while it was still actively listed as " Pending. '' Core Evidence Provided : Historical Proof : Over a nearly six-year account history ( since XX/XX/XXXX ), 100 % of my withdrawals have gone exclusively to three established credit card and checking destinations. This transaction was a massive, uncharacteristic anomaly that should have triggered immediate security holds. Exhibit A ( Phone Log ) : Timestamped proof of my call to Citibanks provided fraud notification number. Exhibit B ( Account Portal ) : A timestamped screenshot proving the transaction was still " Pending '' at the exact time of that call. Citibank failed to act on timely notice in direct violation of UCC 4A-211, UCC 4A-204 , and Regulation E ( 12 CFR 1005.6 ). Please see my attached document, " Formal_Rejection_Statement.pdf '', for a legally anchored breakdown of the bank 's liability, a formal request for call transcripts, and a demand for a refund of my stolen funds. 1st Letter : ( 2nd letter XX/XX/XXXX follows ) XX/XX/XXXX Citibank : XXXX RE : FORMAL DISPUTE OF UNAUTHORIZED WIRE TRANSFER ( REGULATION E ) Dispute Reference Number : XXXX To the Citibank Fraud and Dispute Team, I am writing to formally dispute an unauthorized wire transfer that was processed from my Citibank savings account without my knowledge, permission, or consent. This transaction constitutes an unauthorized electronic fund transfer under the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693g, and Federal Reserve Regulation E, 12 C.F.R. 1005.6. I. Disputed Transaction Details Date of Transaction : XX/XX/XXXX, XXXX XXXX ET Transaction Amount : {$25000.00} ( Inclusive of wire fees ) Recipient Name/Entity : XXXX XXXX Recipient Account/Routing/Reference : Outgoing Domestic Wire Transfer ONLINE # XXXX XXXX XXXX. Account Takeover and Unauthorized Nature of the Transfer This transaction was completely unauthorized. My credentials and online banking portal were accessed by an unauthorized third party who initiated this transfer. At no point did I execute, approve, or intentionally authorize this wire. Under established federal rulings regarding online banking portals, including New York v. Citibank, N.A., consumerinitiated online transfers fall squarely under the consumer protections of Regulation E. I first noticed this unauthorized activity on XX/XX/XXXX, and immediately notified Citibank customer support/fraud operations at XXXX on XX/XX/XXXX, at XXXX XXXX PDT. Because I have reported this fraud within the statutory timeframes required by 12 C.F.R. 1005.6, my liability is legally limited, and Citibank is required to credit my account for the missing funds. Pursuant to Regulation E ( 12 C.F.R. 1005.11 ), Citibank must now conduct a prompt investigation into this matter. I demand that Citibank : 1. Complete its investigation within the required ten ( 10 ) business days. 2. Provide provisional credit to my savings account if the investigation requires more time. 3. Fully reimburse the total stolen amount of {$25000.00} plus any associated wire fees. 4. Provide me with copies of all documents, logs, IP addresses, and evidence relied upon during your investigation. III. Detailed Timeline of Events XX/XX/XXXX ( XXXX XXXX ) : A series of Citibank emails arrived stating that a payee named XXXXXXXX XXXX had been added to my account, followed by successful enrollment in Funds Transfer Services, and finally, notification that a {$25000.00} transfer had been completed. XX/XX/XXXX ( XXXX XXXX ) : I concurrently received a series of text messages from short-code XXXX ( allegedly XXXX XXXX ) regarding unauthorized account updates and wire activity involving a " XXXX XXXX . '' While I did not interact with these texts, they are attached to provide full technical context of the concurrent cyberactivity. XX/XX/XXXX : During the day I discovered the emails and text messages referenced above. XX/XX/XXXX ( XXXX XXXX PDT ) : I contacted Citibank by phone ( XXXX ) and described the issue. The agent informed me that the pertinent customer service unit was closed for the weekend and instructed me to call back during Monday business hours. The phone number provided was XXXX. XX/XX/XXXX ( XXXX XXXX PDT ) : While I still had online portal access, I captured a screenshot of the transaction showing the wire transfer status was explicitly listed as Pending. XX/XX/XXXX ( XXXX XXXX PDT ) : I called Citibank at the number provided on XX/XX/XXXX ( XXXX ). The representative stated that both my savings and XXXX accounts would be locked and replacement cards issued. Citibank 's follow-up confirmation email lacked any specific dispute details or a case tracking number. The accounts were locked and I was unable to access them online. XX/XX/XXXX : I received and activated a replacement XXXX, restoring access to my credit card account. However, no replacement debit card was issued, and online access to my savings account remained unavailable. Late XXXX ( Multiple Dates ) : Over the next few weeks, I made multiple phone calls and sent two emails to Citibank Customer Support trying to restore access to my savings account to verify if the pending wire had posted or been canceled. Representatives repeatedly assured me access would be restored in XXXX hours, but the block remained. XX/XX/XXXX : To regain functionality, I opened a new savings account ( ending in XXXX ). The Citibank Fraud unit advised that data consolidation and historical access would be resolved once a new debit card arrived. XX/XX/XXXX : I received a new debit card and activated it, which restored access to the original savings account transaction history and I was able to confirm that the fraudulent wire transfer had posted. I immediately called the Fraud Division ( XXXX ) to re-verify the dispute and was told to expect telephone and email follow-up. XXXX XXXX XXXX : I filed formal reports with local law enforcement and the FBI IC3. Unverified voicemails from XXXX were received but not returned due to security precautions. To date, no official case updates nor a case number have been provided by Citibank. IV. Supporting Documentation Attached To assist in your investigation and verify the timeline and fraudulent nature of this event, I have attached the following documents : 1. Citibank Savings Account Statement ( with the fraudulent transfer highlighted ). 2. Citibank Correspondence : Copies of the three automated alert emails received on XX/XX/XXXX. a. Email alert b. Email alert c. Email alert 3. Citibank Text Alert : ID Code text for 2 fraudulent sessions, XX/XX/XXXX, at XXXX XXXX and XXXX XXXX PDT. 4. Pending Status Screenshot : Captured on XX/XX/XXXX, at XXXX XXXX PDT. Phone call to Citibank to dispute transaction started at 10:01 PM and lasted 24 minutes. Screenshot was made a few minutes after the call ended. XXXX. Law Enforcement Record : Police Report XXXX submitted to XXXX XXXX Sheriff 's Dept . XX/XX/XXXX. 6. Federal Cybercrime Record : FBI IC3 Complaint # XXXX filed on XX/XX/XXXX. 7. External Text String Screenshot : Fraudulent alert texts received from short-code XXXX. 8. Summary : Citibank XXXX XX/XX/XXXX. 9. Transcript : Citibank XXXX XX/XX/XXXX. 2nd letter XX/XX/XXXX : REOPENED CLAIMS ADDENDUM & FORMAL ESCALATION DATE : XX/XX/XXXX TO : Citigroup Inc. Executive Office / Office of the CEO ( XXXX XXXX ) CC : Consumer Financial Protection Bureau ( CFPB )/ Office of the Comptroller of the Currency ( OCC ) COMPREHENSIVE CASE TRACKING NUMBERS : Banking Support Session No 1 ( Given XX/XX/XXXX ) : XXXX Banking Support Session No 2 ( Given XX/XX/XXXX ) : XXXX Backend Claims Denial Letter No ( Dated XX/XX/XXXX ) : XXXX ATTENTION EXECUTION TEAM : Attached is the comprehensive letter and 9-attachment fraud evidence packet originally compiled on XX/XX/XXXX, and submitted to the Incident Reporting Unit ( XXXX ). This document serves as an immediate escalation to the Executive Suite due to severe operational negligence, administrative contradictions, and an ongoing breach of Regulation E compliance by Citibank. CRITICAL COMPLIANCE ADDS TO THE ENCLOSED PACKET : 1. Failure to Mitigate a " Pending '' Transaction : As documented in Section III and Attachment 4, the claimant contacted Citibank at XXXX XXXX PDT on XX/XX/XXXX, XXXXwhile the fraudulent {$25000.00} wire transfer status was explicitly listed as " Pending. '' Instead of halting the unauthorized debit, Citibank locked the consumer out of his portal for 35 days, failed to execute a wire recall, and allowed the stolen funds to clear. 2. Egregious Administrative Contradictions : XX/XX/XXXX : Citibanks backend claims unit generated a final denial letter ( postmarked XX/XX/XXXX, delivered via XXXX Informed Delivery on XX/XX/XXXX ). See Document 10 attached. XX/XX/XXXX : Completely unaware that a denial had been mailed, front-line Banking Support agents instructed the claimant that the case was being actively " reopened '' and requested this documentation packet. 3. Due Process & Regula tion E Violation : Citibank issued a summary denial on XX/XX/XXXX before receiving or reviewing the 11 pieces of definitive forensic evidence attached here. A bank can not claim to have conducted a good-faith investigation under 12 C.F.R. 1005.11 while actively blocking the consumer 's access to his own transaction history and ignoring submitted police reports. DEMAND FOR RESTITUTION : The claimant demands immediate consolidation of all conflicting claim files and immediate account restitution of {$25000.00}. Parallel complaints containing this full master file have been submitted directly to the CFPB and the OCC.

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