Consumer complaint received 2026-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a formal complaint regarding a {$3000.00} internal bank transfer dated XX/XX/year> at approximately XXXX XXXX, which was later falsely reported as unauthorized by the sender. As a result, the funds were removed from my account XXXX and my account relationship was terminated. This transaction was voluntary and part of a peer-to-peer crypto trade conducted directly between myself and the sender. Chronology of events : XX/XX/year> XXXX XXXX : Sender initiated an internal transfer of {$3000.00} from his account to mine ( same bank ). The sender identified himself as XXXX XXXX XXXX, and the transaction ID is XXXX. I also have video call evidence with him surrounding the transaction, further confirming direct communication and identity verification. After the trade, he later claimed the transaction was unauthorized and denied involvement. In messages, he first stated that he did not have a Citi account, and later changed his story claiming the account was hacked. These statements are inconsistent with each other and with the transaction records. The phone number used for communication, video calls, and messages is the same number associated with the transaction before and after the trade. He directed me to contact his attorney ( XXXX ( XXXX ) XXXX XXXX XXXX ) regarding the dispute. I followed up, but his claimed attorney stated they do not represent anyone by that name or case number # XXXX. I possess screenshots of the transaction confirmation from his device, message history from XXXX confirming the trade, direct communications before and after the transaction, video call evidence, and call records. This pattern is consistent with a double-spend scam, where a buyer completes payment, receives the asset, and then falsely reports the transfer as unauthorized to reverse the transaction. I believe : 1. The transfer was voluntarily initiated and confirmed by the sender. 2. Direct communications and video evidence corroborate the legitimacy of the trade. 3. Inconsistent statements about account ownership and hacking undermine the credibility of the unauthorized claim. 4. Device authentication and login data should confirm legitimate access at the time of transfer. 5. The claim appears to have been made after completion of the transaction. Without providing me an opportunity to present evidence during the investigation, the bank reversed the funds and closed my account, stating remaining funds would be held for 60 days. I respectfully request : A full review of the banks fraud determination process. Confirmation that device authentication, video evidence, and login verification were reviewed. Clarification as to whether account closure was directly related to this dispute. A fair evaluation of the documentation and evidence I possess. I am prepared to provide all screenshots, communication logs, timestamps, video evidence, and supporting documentation upon request. Thank you for your review. Sincerely, XXXX XXXX

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 non-monetary relief