Consumer complaint received 2026-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XXXXTo Whom It May Concern,XXXXI am submitting a formal complaint regarding unauthorized transactions and the handling of my fraud claim by Citibank concerning my business accountXXXXAt the beginning of XXXX, upon reviewing my business bank account, I discovered four transactions that I did not authorize. The charges were in the amounts of:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAll four transactions appeared to be related to travel expenses, including flights and hotels, which I did not purchase.XXXXI immediately contacted Citibank to report the fraud. During that call, I requested that my business debit card be canceled and that the unauthorized charges be refunded. I was informed by a Citibank representative that the matter would be investigated and that I would receive refunds within a few days.\nAfter several days, I received refunds for three of the four transactions. However, the charge of $XXXX was not refunded. I contacted Citibank again to inquire about the missing refund. I was told that the transaction was still under review and that I should follow up at the beginning of XXXX, as the investigation process could take additional time.\nTwo days ago, I contacted Citibank once more, as I had still not received the $XXXX refund. During this call, I was informed that the claim for this specific transaction had been denied. No clear explanation or justification was provided for this decision.\nThroughout this process, I have experienced significant difficulty communicating with Citibank. Each call has involved excessive wait times, often close to an hour, and I have been unable to obtain clear answers or meaningful assistance regarding my case. \nAdditionally, during my phone interactions with Citibank, the representative was uncooperative and did not demonstrate any genuine effort to assist me. The overall attitude conveyed a lack of concern for me as a customer and created a distinctly negative experience. Rather than providing reassurance or support, the interaction left me with the clear impression that the bank does not prioritize its customers well-being or financial security. This lack of engagement and accountability has significantly undermined my confidence in the bank.\nThis situation is extremely frustrating and concerning. As a customer with a business account, I entrust my bank with safeguarding my funds, especially in cases of fraud. The lack of transparency, inconsistent handling of identical unauthorized transactions, and denial of reimbursement without explanation raise serious concerns about Citibanks handling of fraud claims and consumer protection obligations. \nI respectfully request that your office review this matter and assist in facilitating a fair resolution. Specifically, I am seeking:\nReimbursement of the $XXXX unauthorized charge.\nThank you for your attention to this matter. I look forward to your assistance in resolving this issue.XXXXSincerely,XXXX XXXX XXXX XXXX XXXX XXXX XXXX (Business Account Number - XXXX)XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 explanation