Consumer complaint received 2026-03-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I am filing a complaint against Citibank regarding a fraudulent credit card account opened in my name without my knowledge, authorization, or consent. I am currently being held responsible for a balance of {$19000.00} on this account. I did not open this account, I have never used it, I did not authorize any transactions, and I had no knowledge of its existence until I began receiving email notifications in XXXX. My household has maintained a single legitimate Citi credit card account for over twenty years, always in good standing and paid in full monthly. All billing for that account has historically been handled through mailed statements. I never received any mailed statements, credit cards, or official notices related to this fraudulent account. In XXXX, I began receiving email alerts indicating a balance owed on an unfamiliar account. When this was reported to Citi, I was repeatedly told that the existing account was in good standing. Later, a Citi representative stated that there may be another account in my name, which is incorrect. On XX/XX/XXXX, I received correspondence referencing an investigation into a charge made on XX/XX/XXXX, at a retailer in XXXX, North Carolina for {$420.00}. I have never been to that location, do not possess a card associated with this account, and have not traveled outside my local area in many years. I reported this as fraud and made multiple attempts to resolve the issue with Citi. I contacted Citi XXXX Services regarding reference number XXXX and spoke with multiple representatives. I clearly stated that I did not open the account, did not receive any cards or statements, and did not authorize any charges. On XX/XX/XXXX, I attempted to submit a completed fraud affidavit packet and supporting documentation. I spoke with four different Citi representatives, all of whom refused to provide instructions on where to send my documentation. As a result, I was unable to properly submit my fraud claim through Citi. There are also contradictions in Citis handling of this matter. On XX/XX/XXXX, I received correspondence related to a prior CFPB case confirming that Citi acknowledged the account was fraudulently established and under investigation. However, in a separate letter dated XX/XX/XXXX, Citi claimed I was responsible for the charges, stating that cards and statements were mailed to me and that I failed to act. These statements are false. I never received any cards or statements and acted promptly when I became aware of the issue. Due to Citis failure to resolve this matter, I filed a police report, submitted an FTC identity theft report, disputed the account with all three credit bureaus, and placed a credit freeze. Despite this, the fraudulent account remains unresolved. This situation has caused significant and unjustified damage to my credit and financial standing.

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