Consumer complaint received 2026-06-10 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: CO

Complaint narrative:
On XX/XX/year>, my Citi bank account shows that there are two unauthorized Teller withdrawal happened in New York with amount {$10000.00} and {$2800.00} respectively, the exact citi bank branch of the incidents are XXXX XXXX XXXXXXXX XXXX, NY XXXX and XXXX XXXX XXXXXXXX XXXX NY XXXX ; additionally theres an unauthorized official check purchase of {$10.00} happened at the first bank branch listed above. The total amount is {$12000.00}. At this time when the incident happened, I was at work in XXXX XXXXXXXX, at XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXXXXXX, CO, XXXX. My boss can prove that Im at work the whole time, and I'm unable to be physically present in New York and made the withdrawals. Several hours after the fraud withdrawal, Citi bank detected the suspicious move and lock my account, I was then notified by email and realized my money was stolen. But I was not notified at all when the money was being withdrawal in NY! After being notified, I called the number on the back of my debit card, and report these fraudulent incidents. The agents replied that they will ship a new card and open a new account after card is received. While waiting for the card, since CitiBank doesn't operate at all in Colorado, I came to a branch in XXXX on XX/XX/year> and they said they'll start the investigation but can not guarantee any success. On the same day, I signed the " Statement of Unauthorized Use '', and the bank 's " Signed Affidavit Request '' is fulfilled. Additionally, I have also filed an Identity Theft report to " Federal Trade Commission ''. Now it's been more than 10 business days, and I haven't received any feedback from CitiBank. It is rediculous that I'm not able to directly speak to the actual CitiBank department investigating my case. It was always XXXX responder and inefficient CitiBank agents transfer me around without reaching the right person. Today, I even got transfered by an agent to an AI responder saying " No one is available to take your call, please call later '', and hang up directly. Hours and hours of waiting was all wasted. What makes me even more angry, during all this interactions with CitiBank agents or bankers, they failed to mention a single word about I'm eligible for the provisional credit within 10 business days if they can not solve the issue! I only found that out today on the CFPB website. After I signed the Affidavit on XX/XX/XXXX, during their so called " inverstigation '' period, I have not received neither feedbacks nor any sort of information request. {$12000.00} in total, nearly ALL my money in the account has been stolen and my life is deeply affected. I'm going to attach a copy of the CitiBank 's " Statement of Unathorized Use '', the actual signed document was already recieved by one of the bankers when I was physically there. The FTC ID Theft Report will also be attached. Thank you, 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 monetary relief