Consumer complaint received 2025-05-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, FL XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington, DC XXXX Subject : Complaint Against Citibank for Repeated Incorrect Fraud Alerts Dear Sir or Madam, I am writing to file a formal complaint against Citibank regarding their persistent and erroneous flagging of my legitimate credit card transactions as fraudulent, which has caused significant inconvenience and disruption to my daily financial activities. Despite repeated attempts to resolve this issue directly with Citibank, the problem remains unresolved, and I am seeking your assistance to address this matter. 
Details of the Issue : I hold a credit card with Citibank account ending in XXXX. Over the pasXXXX XXXX XXXX  XXXX fraud detection system has repeatedly flagged my legitimate transactions as fraudulent, resulting in declined purchases, temporary account locks, and the need to contact their customer service multiple times daily. We were stranded in XXXX with no other way to pay for several days! These transactions are not fraudulent and include routine purchases such as online shopping, grocery purchases, in store purchases, car service payments, restaurants, XXXX, plane tickets etc. 
Each time, I must call XXXX fraud department ( XXXX ) to verify my identity and clear the flags, a process that is time-consuming and has not resulted in a permanent resolution. Despite my efforts to inform Citibank that these are legitimate transactions and to request adjustments to their fraud detection settings, the issue persists, causing ongoing frustration and financial inconvenience. This pattern aligns with broader complaints about Citibanks fraud detection system, as noted in public reviews and legal actions, such as the New York Attorney Generals lawsuit against Citibank for inadequate fraud protection and response ( XX/XX/XXXX ). 
Impact : The repeated false fraud alerts have disrupted my ability to use my credit card reliably, caused embarrassment during declined transactions, and wasted significant time on calls with XXXX customer service, and most importantly left us literally stranded in XXXX for days!!! citi has been unable to provide a lasting solution. This has also undermined my trust in XXXX ability to manage my account effectively. 
Attempts to Resolve : I have contacted XXXX fraud department multiple times XXXX times just today XXXX XXXX Not to mention the number of times XXXX XXXX, XXXX and XXXX from XXXX to report the issue and request a fix. I have asked for adjustments to their fraud detection system to prevent these false flags, but no effective action has been taken. The representatives have been unable to explain why my legitimate transactions are consistently flagged or provide a permanent resolution. I also want to add XXXX cant understand half of them. They barely speak XXXX, and their accents are impossible to understand them. 
Requested Resolution : I respectfully request that the CFPB investigate XXXX fraud detection practices and compel them to : 1. Immediately adjust the fraud detection settings on my account to stop flagging legitimate transactions.

2. Implement systemic changes to their fraud detection system to prevent false positives for all customers.

3. Provide written confirmation that the issue has been resolved and outline steps to prevent recurrence.

4. Compensate me for the time and inconvenience caused by their failure to address this issue promptly. 
Supporting Information : Account Type : Citibank XXXX Credit Card ending in XXXX Approximate Dates of Incidents : ongoing since XX/XX/XXXX with heavy issues in XX/XX/XXXX numerous Contact Attempts : Multiple calls to XXXX Additional Documentation : I can provide copies of transaction records, call logs, or other relevant evidence upon request. 
I believe XXXX failure to address this issue violates consumer protection standards, including those under the Electronic Fund Transfer Act, as highlighted in recent legal actions against them. I appreciate your attention to this matter and look forward to your assistance in resolving it. Please contact me at [ your phone number ] or [ your email address ] for any additional information. 
Thank you for your time and consideration. 
Sincerely, XXXX and 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