Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
I am submitting this as a formal written dispute, legal notice of my consumer rights, and demand for corrective action regarding Citibanks handling of my account takeover fraud and the decision to close my account and retain my funds for 3060 days. 

I am a visually impaired customer. My wallet, cellphone, and identifying information were stolen, and the thief used the stolen phone and information ( including access to my email and authentication channels ) to take over my Citibank account. The thief then initiated unauthorized electronic transfers into another account using my stolen credentials and information stored in the stolen phone/wallet. I did not authorize, participate in, or benefit from any of these transactions. 

Citibanks actionsinitiating closure, restricting my access to funds, and doing so without providing a meaningful opportunity to be heard or accommodatedhave created severe hardship and raise serious compliance concerns. 



1 ) My Position ( Non-Participation + Identity Theft ) The transactions at issue were unauthorized and resulted from identity theft and account takeover.

i dispute any implication that I engaged in fraud or misuse.

The fraud occurred because my phone and wallet were stolen and my digital access was compromised.

2 ) Consumer Rights & Laws Implicated A ) Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR Part 1005 ) The unauthorized transfers described are electronic fund transfers and are governed by the EFTA/Reg E framework, which provides rights including : The right to dispute unauthorized EFTs and errors and receive a good-faith investigation. 
The right to receive a timely investigation and written results. 
The right to provisional credit in many cases if the institution can not complete its investigation within the required timeframe after notice, subject to the regulations conditions. 
The right to have the bank follow formal error-resolution procedures rather than imposing punitive restrictions on a fraud victim. 

Citibanks approachclosing my account and withholding my funds broadly while unauthorized activity is ongoingappears inconsistent with the spirit and protections of Reg E for victims of account takeover. 

B ) Americans with Disabilities Act ( ADA ) and Disability Access / Non-Discrimination Principles As a visually impaired customer, I am entitled to equal access and non-discriminatory treatment in services offered to the public. When a disability-related barrier existshere, the theft of my phone and identity materials ( which are essential to my accessible banking and communication ) a covered entity must provide reasonable modifications/ accommodations to ensure equal access where required.

Closing my account and restricting funds without an individualized process, without accessible communication options, and without a meaningful opportunity to present my situation and documentation is discriminatory in impact and denies fair access. 

C ) Fair Credit Reporting Act ( FCRA ) if any negative reporting occurs If Citibank reports information related to these disputed transactions or account closure in a manner that harms my consumer reports or banking records, I dispute the accuracy of any implication of fault. Under the FCRA, furnishers have obligations related to accuracy and investigation of disputes once notified. 

D ) XXXXtate Law / Commercial Rules ( as applicable ) To the extent any transfers are characterized by Citibank as wires or other bank-to-bank transfers, additional legal frameworks may apply ( including state commercial codes and applicable bank transfer rules ). Regardless of classification, the underlying facts remain : these transfers were driven by account takeover using stolen property and compromised credentials. 

XXXX ) Discriminatory Closure + Lack of Due Process Citibank initiated account closure and imposed a long funds hold without giving me a fair chance to speak for myself, provide documentation, or request accommodations suited to my visual impairment. Treating a disabled identity-theft victim as a liability to eliminaterather than a customer to protectconstitutes discriminatory treatment and an unreasonable outcome.

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