Consumer complaint received 2025-02-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Complaint to the CFPB Against Citibank for Violations of Consumer Protection Laws I. INTRODUCTION This complaint arises from Citibanks refusal to provide proper access to my account and their failure to investigate and address fraud that I attempted to report. Citibanks actions have resulted in financial harm, emotional distress, and a denial of my rights as a consumer under federal law. I request that the CFPB investigate these violations and hold Citibank accountable. 

II. STATEMENT OF FACTS On XX/XX/XXXX, I attempted to log in to my Citibank account through the online platform. Despite entering the correct username and password that I personally created and having my card PIN readily available, I was blocked from accessing my account. 
I was instructed to call customer service to resolve the issue. Over the course of 5-6 hours spent on calls, I was informed that an access code was required to verify my identity.

Citibank stated that this access code could only be sent via U.S. mail, even though I provided my cell phone number and explicitly requested that the code be sent via text.

Despite previous assurances from Citibank that a code would be sent by mail, no such code ever arrived.

Citibanks refusal to use modern communication methods ( e.g., text or email ) to deliver the access code constitutes an unreasonable barrier to account access.

As a result of these actions, I am unable to : Make timely payments on my account.

Report fraudulent activity on my account.

III. LEGAL VIOLATIONS Citibanks actions constitute violations of federal laws, including but not limited to the following : A. Violation of the Fair Credit Billing Act ( FCBA ) The FCBA, under 15 U.S.C. 1666, provides consumers the right to dispute billing errors, including unauthorized or fraudulent charges.

By blocking my account access and refusing to accept my fraud report, Citibank has violated my rights under the FCBA.

B. Violation of the Electronic Fund Transfer Act ( EFTA ) The EFTA, under 15 U.S.C. 1693f, requires financial institutions to investigate and resolve claims of unauthorized transactions.

Citibanks refusal to provide access to my account has prevented me from reporting and resolving fraudulent activity, thereby violating the EFTA.

C. Violation of the Consumer Financial Protection Act ( CFPA ) The CFPA prohibits unfair, deceptive, or abusive acts or practices ( UDAAP ) under 12 U.S.C. 5531.

Citibanks repeated failure to send access codes and its unreasonable requirement for account verification through mail constitutes an unfair and abusive practice that has caused significant harm.

D. Breach of Duty of Good Faith and Fair Dealing By failing to provide me with reasonable access to my account, Citibank has breached its implied duty of good faith and fair dealing in its contractual obligations.

IV. DAMAGES As a result of Citibanks actions, I have suffered the following damages : Financial Harm : Late fees and potential interest rate increases due to my inability to make timely payments.

Estimated financial damages : {$5000.00}.

Emotional Distress : Hours of frustration and mental anguish caused by Citibanks unreasonable account access policies.

Estimated damages : {$10000.00}.

Punitive Damages : Given the willful and reckless nature of Citibanks actions, punitive damages should be awarded to deter future violations.

Requested punitive damages : {$50000.00}.

Legal Fees and Costs : Under applicable federal laws, I request reimbursement of legal fees and costs incurred as a result of Citibanks violations.

V. PRAYER FOR RELIEF I respectfully request that the CFPB take the following actions : Investigate Citibanks practices related to account access and fraud reporting.

Order Citibank to : Immediately provide me with access to my account.

Allow me to report fraudulent activity and investigate such claims as required by law.

Implement modern and reasonable methods ( e.g., text or email ) for delivering access codes to customers.

Impose penalties on Citibank for its violations of the FCBA, EFTA, and CFPA.

Provide me with appropriate compensation for financial harm, emotional distress, and punitive damages as outlined above. 

VI. REFERENCES TO CASE LAW XXXX XXXX XXXXXXXX XXXX XXXX  XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) : Recognizing liability under the FCBA for failing to resolve billing disputes and address fraud promptly. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : Highlighting the importance of consumer protection from unfair and abusive practices under the XXXX. 

XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) : Establishing the duty of financial institutions to act in good faith when dealing with customers. 

XXXX. CONCLUSION Citibank has acted in clear violation of federal consumer protection laws, causing harm to my financial standing and emotional well-being. I request that the CFPB take immediate action to hold Citibank accountable and ensure compliance with applicable laws. 

Respectfully submitted, 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