Consumer complaint received 2026-06-02 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 complaint regarding two fraudulent checks drawn from my Citibank checking account, XXXX of which has been reimbursed, while the other remains unresolved. The first fraudulent check was in the amount of {$960.00} on XX/XX/year>. This transaction occurred at the Citibank XXXX XXXX XXXX, where a teller named XXXX contacted me to verify whether I authorized a check being presented in person. I clearly stated that I did not approve or authorize the check and that the individual attempting to cash it was not me. The teller also confirmed that the person presented a fake ID. Despite this, the check was still processed and withdrawn from my checking account. After I filed a dispute, Citibank investigated the matter and reimbursed me for this {$960.00} transaction, confirming that fraud had occurred. However, a second withdrawal in the amount of approximately {$1800.00} also on XX/XX/year>2025 remains unresolved. This was also drawn from my Citibank checking account and was not authorized, signed, or received by me in any way. When the teller called me I immediately stated that this was fraud and this was not me, I do not approve it. I then immediately reported this fraud to Citibank and formally disputed the transaction. Despite this, Citibank has continued to deny my claim for months. What is especially concerning is that Citibank contacted me regarding these transactions and asked me to verify whether the checks were legitimate. During those communications, I clearly stated that I did not authorize either transaction and that the individual involved was an imposter. I specifically informed Citibank that the checks were fraudulent at the time they were presented. Even after this direct notification, the transactions were still processed. Although Citibank has already acknowledged fraud occurred by reimbursing the {$960.00} check, they have continued to deny the second fraudulent check from the same period, despite both incidents involving unauthorized access to my account and similar circumstances. I have made numerous attempts over the past year to resolve this issue directly with Citibank, but I have not received a clear explanation for why one fraudulent check was reimbursed while the other, occurring under similar conditions and involving the same type of unauthorized activity, continues to be denied. The amount in dispute is approximately {$1800.00} on XXXX XXXX,2025 as seen in the picture below. I am requesting that Citibank conduct a full and transparent review of this claim, provide all documentation and reasoning supporting its denial, and reimburse the funds associated with this unauthorized transaction. I am submitting this complaint to the Consumer Financial Protection Bureau ( CFPB ) because I have been unable to resolve this matter with Citibank after approximately 8 months of ongoing disputes and communication.

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 explanation