Consumer complaint received 2025-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX XXXX XXXX Subject : Complaint Against Citibank Mishandled Fraud Dispute and Regulation E Violations Dear CFPB Examiner, I am submitting this complaint against Citibank regarding its mishandling of my fraud dispute and failure to comply with requirements under the Electronic Fund Transfer Act ( Regulation E ).

On XX/XX/year>, I reported {$5000.00} in unauthorized debit card transactions on my account ending in XXXX. Citibank assigned claim numbers XXXX and XXXX. Despite my timely report, sworn affidavit, and a police report ( Case No. XXXX ), Citibank denied my claim within 48 hours, failed to provide provisional credit, and has not produced evidence relied upon for its decision. I was also treated unfairly and prejudicially when my sworn statements were ignored.

Enclosed with this cover letter are : 1. Affidavit of Unauthorized Transactions 2. Police Report ( Case No. XXXX ) 3. Citibank denial communications 4. Final Demand Letter and Follow-Up Notice 5. Fraud Timeline Log Requested Relief : - Immediate reversal of Citibanks denial and reimbursement of {$5000.00} - Production of all investigative materials relied upon for denial - Confirmation that no negative reporting will occur while the dispute is pending - Corrective measures to ensure Citibank complies with Regulation E Thank you for your attention to this matter. I respectfully request your intervention to ensure Citibank is held accountable under federal law. 
Sincerely, XXXX XXXX Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX Phone : XXXX Email : XXXX Subject / Complaint Summary : Citibank Mishandled Fraud Dispute, Regulation E Violation, and Discriminatory Treatment Complaint Narrative ( to paste in CFPB portal ) : I am filing this complaint against Citibank for mishandling my fraud dispute and failing to comply with the Electronic Fund Transfer Act ( Regulation E ). 
On XX/XX/year>, I reported {$5000.00} in unauthorized debit card transactions on my account ending in XXXX. Citibank assigned claim numbers XXXX and XXXX. 
Despite timely reporting, providing a sworn affidavit, and filing a police report ( Case No. XXXX ), Citibank : Denied my claim in 48 hours without conducting a proper investigation, relying solely on the assertion that the card and PIN were present and that transactions occurred near my domicile.

Never contacted me to confirm facts or gather additional information, despite asking during the initial report if I had authorized or given anyone permission ( I answered No ). Ignored my sworn statement and police report, effectively calling me dishonest without evidence. I consider this treatment discriminatory and prejudicial. Failed to provide provisional credit as required by 12 CFR 1005.11, since more than 10 business days have passed. Has not provided the evidence relied upon for denying my claim. Violations of Regulation E include : Failure to properly investigate denial in 48 hours without collecting evidence. Failure to provide provisional credit no credit issued after 10 business days. Failure to provide documentation relied upon for denial. Discriminatory treatment disregarding my sworn affidavit and police report, while assuming guilt. Harm : I remain out {$5000.00}, suffering severe financial hardship and emotional distress, while being denied legal protections under Regulation E.

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