Consumer complaint received 2026-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Complaint Against Citibank Fraud Claim Mishandling & Billing on Fraudulent Transaction I am filing this complaint regarding Citibanks handling of a fraudulent balance transfer transaction and the subsequent mismanagement of my fraud claim. On XX/XX/year>, I used a Citibank promotional balance transfer check in the amount of {$2400.00}, intended to pay my XXXX account. I later confirmed with Citibank that the check was processed on XX/XX/year>. However, the payment never reached my XXXX account. After multiple calls and extensive effort, I requested and received a copy of the check on XX/XX/year>. The check was fraudulently made payable to an unauthorized individual ( XXXX XXXX ) and deposited into a XXXX XXXX XXXXXXXX account. This was not authorized by me under any circumstance. I immediately contacted Citibank and was told by a representative on XX/XX/XXXX that a fraud dispute had been opened, the check would be canceled, and I would be refunded the full amount ( {$2400.00} ) plus the {$120.00} balance transfer fee. I was also told I would not be responsible for the charge. However, I have since learned ( as of XX/XX/year> ) from a Citibank Security Operations representative that the dispute was never actually submitted on XX/XX/XXXX, despite what I was told. It was only submitted on XX/XX/XXXX, XXXXover two weeks later. During this time XXXX XXXX I made over XXXX phone calls attempting to resolve this issue XXXX Citibank repeatedly failed to provide accurate information- I was misled about the status of my fraud dispute - No provisional ( temporary ) credit was applied to my account- I continued to be billed for the fraudulent amount XXXX My account is now marked past due, and I am being asked to make payments on a fraudulent charge I have also filed a police report regarding this fraud ( Report XXXX XXXXXXXX ). Citibanks failure to properly and timely investigate this fraud, combined with providing false information about the dispute status, has caused significant stress and potential harm to my credit. I am requesting the following resolution : XXXX. Immediate refund of the full fraudulent amount ( {$2400.00} ) and associated fees ( {$120.00} ) XXXX. Immediate application of a provisional credit while the investigation is ongoing XXXX. Removal of all late fees, past-due status, and any negative credit reporting related to this issue XXXX. Written confirmation that I am not responsible for this fraudulent transaction XXXX. A full review of Citibanks handling of my case, including why I was misinformed about the dispute being filed This situation has been ongoing for over two months, and Citibank has failed to follow proper procedures for handling fraud claims. I am requesting immediate intervention and resolution. Sincerely, 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