Consumer complaint received 2025-09-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I was the victim of fraud by a person posing as a wedding planner. I paid her XXXX XXXX in XXXX payments of XXXX XXXX XXXX XXXX XXXX $ on XXXX XXXX XXXX through my checking account ( debit card ) card ending in XXXX. She never provided the services I paid for. She did not visit the venue I did on my own, made no arrangements she only held zoom calls and several of previous clients warned me shes a scammer where she starts working for someone and middle of promise she stop and hold peoples money she changed her contract and told me 45days later for refund when before it was 10 days, and only created a free RSVP link that she submitted the the bank and a fake website with a fake address I live in Florida I didnt look through the website until I notice it was a fake website the day I submitted the charge back she said she will give my money and lied several of her previous client one lost there home because of XXXX XXXX she never issues a refund and states her account at which is her a scammer she holds money and re-edits documents shes a big big big big scammed look up her company reviews on XXXX XXXX XXXX her company name and look up the horrible horrifiing stories which I later realized I could have done myself the things I paid her for she agreed and told me she will refund me and she never did instead she provided my bank with old messages I told her I wanted a refund she told me find shell give me a refund I asked for XXXX XXXX said no I asked for a check she said no even the venue I paid they gave her the money and she lied and said she doesnt owe me after I told her I caught onto her scam and A very simple site I filed a dispute with Citibank on XX/XX/XXXX I explained that this was fraud and that I had been scammed. Despite this, the bank told me they can not issue a provisional credit. My account is now in the negative, leaving me unable to pay essential bills and expenses. 
I requested information about why the provisional credit was denied, but the bank has not provided me with any documentation or explanation beyond saying they can not issue one. I believe this is a violation of consumer protections under Regulation E, which should cover unauthorized transactions and provide for provisional credit during investigation.

This situation has placed me in extreme severe financial hardship. I trusted my bank to protect me from fraud, but instead I have been left without the money I need for rent, bills, and basic living expenses. She said shell will give me the money and tells the bank she doesnt owe me the place refunded her I dont wana be charged for money that was mine when I asked for my money back after she scammed me and did thing I could of done on my own I work hard for my money and this is very wrong I am requesting that the bank immediately refund these fraudulent charges, or at the very least issue a provisional credit while the investigation continues please!

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