Consumer complaint received 2025-09-06 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:
I am submitting this formal complaint to report Citibanks mishandling of a prolonged fraud case against my Citigold checking account and its failure to comply with consumer protection standards and its own fraud protocols. On XX/XX/XXXX, I received a fraud alert for a {$160.00} charge at XXXX XXXX. I immediately denied the transaction, and Citibank blocked it, canceled my debit card, and issued a replacement. I assumed the incident was isolated and that Citibanks systems were functioning properly. However, when I reviewed my account, I discovered a pattern of fraudulent activity spanning XX/XX/XXXX, through XX/XX/XXXX. Numerous unauthorized charges were processed in Pennsylvania and XXXX XXXXstates where I do not live, bank, or traveltotaling thousands of dollars. More than {$14000.00} remains unreimbursed. On XX/XX/XXXX, I disputed the charges by phone and was assured the matter would be investigated and that provisional credits would be issued within XXXX to XXXX business days. That promise was never honored. Instead, I faced delays, evasions, and contradictory explanations. Seeking resolution, I met with XXXX XXXX XXXX, XXXX XXXX  XXXX at the XXXX XXXXXXXX XXXX. He said he would escalate the matter but later informed me Citibank would not reimburse the charges because more than XXXX days had passed and the matter had become regulatory. He claimed this was confirmed by another XXXX, XXXX XXXX. Afterward, XXXX XXXX ignored my attempts to follow up. XXXX XXXX, who presents himself as a Vice President at the XXXX XXXX and XXXX XXXX branches, acted similarly. He first assured me that similar cases had been resolved in customers favor, yet later admitted he had never heard of a XXXX cutoff for reporting fraud. These conflicting statements highlight the lack of clarity and accountability in Citibanks handling of my case. When I opened my Citigold account, I deposited {>= $1,000,000}. Neither XXXX XXXX nor XXXX XXXX disclosed any XXXX reporting requirement for fraud claims. For senior representatives onboarding high-value accounts, this omission is unacceptable. A financial institution of Citibanks stature should not abandon clients based on undisclosed contractual language, particularly when the fraud is documented and indisputable. The problem is compounded by Citibanks repeated encouragement to switch to electronic statements. While convenient, electronic delivery eliminates the reminders provided by paper statements, making it easier for fraudulent charges to go unnoticed. It is disingenuous for Citibank to promote this practice while also hiding behind a rigid XXXX deadline that disadvantages customers. Citibank refunded some charges within the XXXX window but refused to address those outside it. This selective treatment is unjust. Its systems also failed to flag nearly eight months of repeated, out-of-state activity inconsistent with my banking patterns. That failure, combined with the lack of notification, represents a systemic breakdown in the protections Citibank advertises to its clients. I request a full investigation into Citibanks failure to detect and notify me of this fraud, and I ask that the bank be required to reopen the claim and reimburse the outstanding {$14000.00}. Its failure to act promptly and consistently, and its refusal to follow its own procedures, is in direct violation of consumer protection expectations under federal law, specifically Regulation E of the Electronic Fund Transfer Act. I trust this matter will be investigated thoroughly and resolved with the seriousness that a Citigold client deserves. Citibank claims that clients who maintain {$250000.00} or more will be treated with extreme care and safety. My experience has proven otherwise.

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