Consumer complaint received 2026-01-27 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: FL

Complaint narrative:
Dear Citibank Claims, Fraud Resolution, and Customer Protection Department, My name is XXXX XXXX XXXX, and I am submitting this correspondence as a formal, urgent, and documented submission of supporting evidence for the reconsideration and further review of the following fraud cases : XXXX XXXX XXXX XXXX Account Number : XXXX Contact Phone Number : ( XXXX ) XXXX I respectfully request supervisory review and the application of Citibanks customer protection policies, as the disputed transactions associated with these cases are the direct result of criminal theft and fraud. 
This matter is extremely time-sensitive. The continued presence of these unauthorized charges has exposed my account to negative balances, fees, penalties, and potential adverse account actions, including restriction or closure. I did not authorize, participate in, or benefit from any of the transactions in question. Any adverse action taken against my account would result in serious and unjust financial harm caused solely by criminal activity beyond my control. 
Summary of the Theft and Resulting Fraud On XX/XX/2025, I was the victim of a violent criminal theft during which my wallet and mobile phone were stolen. During this incident, I also suffered a gunshot wound and was XXXX  as a result. At the time of the theft, my Citibank debit card and XXXX XXXX wallet were accessible through the stolen mobile device. 
Due to the severity of my injuries and my XXXX, I was physically XXXX  and unable to immediately monitor my accounts or engage in the dispute process. This medical emergency directly caused the delay in reporting and disputing the fraudulent transactions. 
Once I was medically able, I contacted law enforcement and obtained an official police report documenting the theft and violent assault. This report is enclosed again with this submission for verification and documentation. 
During the initial review process, critical facts were not fully documented, including the theft of my mobile phone and the existence of the police report. As a result, fraudulent transactions particularly those conducted via XXXX XXXX and other mobile-based purchases were incorrectly classified as authorized. 
I state clearly and unequivocally that all disputed transactions occurred after the theft, at a time when I did not have possession, custody, or control of my debit card or mobile device. It was therefore factually and legally impossible for me to authorize, approve, or prevent these transactions. 
I respectfully request that the enclosed evidence be reviewed in full and applied to the above-referenced cases in accordance with Citibanks fraud protection obligations and applicable consumer protection regulations. 
Thank you for your prompt attention to this serious and urgent matter. 
Sincerely, XXXX 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 explanation