Consumer complaint received 2025-10-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
To whom it may concern, This is a formal escalation regarding XXXX failure to properly handle a fraud case, including the negligent processing of my affidavit of forgery and the mishandling of a fraudulent check issued in my name. 

I am XXXX XXXX XXXX, and I have filed a complaint with the Consumer Financial Protection Bureau ( CFPB ), case number XXXX  [ INSERT CASE NUMBER HERE ]. 

Summary of events : - In XXXX XXXX XXXX XXXX XXXX XXXX, I contacted Citibank to report unauthorized activity and suspected fraud in my account. 
- Shortly afterXXXX XXXX XXXX  Citibank closed my account XXXX XXXX and I was informed that only XXXX XXXX part of my funds XXXX XXXX would be returned via XXXX XXXX check XXXX XXXX, despite no clear explanation of where the rest of the funds went. 
- That check was XXXX XXXX  sent to the wrong address XXXX XXXX not to the address I provided. The check was XXXX XXXX  fraudulently cashed XXXX XXXX by someone else. 
- On XXXX XXXX XXXX XXXX XXXX XXXX, I submitted an XXXX XXXX affidavit of forgery XXXX XXXX at the Citibank branch located at * * XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, with a banker present. The banker placed a phone call to Citibank during the process to confirm the submission. 
- After weeks with no resolution, I returned on XXXX XXXX XXXX XXXX XXXX XXXX and submitted the XXXX XXXX affidavit a second time, this time notarized XXXX XXXX  Again, a Citibank employee called your internal support line to confirm the process. 
- Despite this, I was later told ( repeatedly ) that XXXX XXXX Citibank has no record of my affidavit XXXX XXXX, that the fraud department is not accessible, and that your customer support has XXXX XXXX  no ability to confirm, track, or even view the investigation status. XXXX XXXX XXXX I have a * * recorded call with a XXXX XXXX XXXX XXXX  acknowledging that no one knows where the document is, and that no confirmation or update can be provided. I have been passed between departments for over XXXX  months with no resolution. 

Attached to this message : - My notarized affidavit of forgery - A partial transcript of my call with a Citibank supervisor - Affidavit of forgery from Citibank ( submitted XXXX  ) This behavior represents : - Gross mishandling of fraud procedures- Obstruction of an official forgery complaint - Possible violation of federal consumer protection laws I am requesting the following immediately : XXXX. Written confirmation of receipt of the affidavit of forgery XXXX. XXXX escalation to the XXXX XXXX department XXXX. A written explanation of the current status of my case XXXX. Internal review of XXXX XXXX process failures in this matter All communication is being preserved and monitored by legal counsel. If this is not resolved in a timely manner, further legal and regulatory action will be pursued. 

Sincerely, XXXX XXXX XXXX Attachments : Affidavit, Transcript

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