Consumer complaint received 2025-12-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
Re : Improper Closure of Prepaid Account, Failure to Investigate Fraud, Demand for Refund, Account Reinstatement, and Credit Report Correction ________________________________________ To Whom It May Concern, I am submitting a complaint regarding Citibank , N.A . ( Citi ) and its improper closure of my prepaid card account, failure to investigate documented fraud disputes, unlawful retention of my {$200.00} prepaid funds, and any negative reporting to credit bureaus resulting from these actions. 
My prepaid account was funded with a {$200.00} security deposit consisting entirely of my own funds. Unauthorized and fraudulent transactions occurred on the account, which directly caused overages. I timely disputed these transactions as fraud. 
Despite my timely disputes, Citibank closed the account without completing a fraud investigation, without issuing written findings, and without refunding either the disputed transactions or the remaining prepaid balance. I was informed that Citibank would not discuss the matter because the account had been closed. 
Closing the account and retaining my funds does not relieve Citibank of its legal obligations under federal and state law to : Investigate fraud Correct billing discrepancies Return prepaid consumer funds Ensure accurate reporting to credit reporting agencies ________________________________________ Federal Law Violations Citibanks actions violate multiple provisions of federal law : XXXX. Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693f Requires investigation of alleged errors, including unauthorized electronic fund transfers, and correction by restoring consumer funds when unauthorized activity is confirmed. 
XXXX. 15 U.S.C. 1693g Limits consumer liability for unauthorized electronic transactions and prohibits assigning losses to consumers without completing a lawful investigation. 
XXXX. Regulation E, 12 C.F.R. 1005.11 Requires good-faith error investigation, written notice of findings, and correction of errors, including recrediting consumer accounts. 
XXXX. CFPB Prepaid Accounts Rule, 12 C.F.R. 1005.18 Extends Regulation E protections to prepaid accounts, including error resolution rights, protection of prepaid funds, and prohibition against forfeiture of funds due to disputed transactions. 
XXXX. Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( b ) Requires accurate reporting to credit bureaus. Any negative information reported related to this account closure or disputed transactions must be corrected or deleted once Citibank is notified.

________________________________________ Indiana Law Violations Citibanks actions also violate Indiana law : 1. Indiana Code 24-5-0.5-3 ( Deceptive Consumer Sales Act ) Prohibits deceptive acts in consumer transactions, including retaining prepaid funds without justification. 
XXXX. Indiana Code 24-5-0.5-4 Provides a private right of action for consumers harmed by deceptive practices. 
XXXX. Indiana Code 24-4.5-1-301 ( Uniform Consumer Credit Code Unconscionability ) Prohibits unconscionable acts such as closing an account and retaining funds arising from fraud without due investigation. 
XXXX. Indiana Code 26-2-7-5 Requires financial institutions to handle consumer funds lawfully and prohibits conversion or unlawful retention of customer property.

Retention of my prepaid funds, refusal to investigate fraudulent transactions, and any negative credit reporting constitute conversion, unjust enrichment, deceptive conduct, and inaccurate reporting under Indiana law. 
________________________________________ Resolution Sought I demand that Citibank : XXXX. Correct all discrepancies caused by fraudulent transactions XXXX. Refund all unauthorized/fraudulent transaction amounts XXXX. Return my {$200.00} prepaid security deposit immediately XXXX. Reinstate my prepaid account or provide a functionally equivalent replacement account XXXX. Correct any inaccurate reporting to all credit bureaus related to this account XXXX. Provide written confirmation of completed fraud investigation results I request that Citibank respond and resolve these issues within XXXX days of receipt. 
If Citibank fails to comply, I will pursue complaints with the Consumer Financial Protection Bureau, the Indiana Attorney General, and take action in Indiana small claims court, including statutory damages, costs, and equitable relief. 
Attachments ( if possible ) : Prepaid card statements showing the {$200.00} deposit Copies of dispute confirmations Any Citi messages indicating account closure 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