Consumer complaint received 2026-01-23 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: CA

Complaint narrative:
I am submitting this complaint to formally report a serious fraud incident involving my Citibank account ending in XXXX, in which I was coerced under false pretenses into withdrawing and transferring {$21000.00}. This loss was not the result of ordinary consumer error, but rather a series of systemic failures by Citibank in safeguarding my account, responding to clear fraud indicators, and following required security and teller protocols. 

On XX/XX/year>, I began receiving spoofed phone calls that appeared to originate directly from Citibanks fraud department. These callers possessed highly specific personal and account information that I never provided to theminformation that should have been accessible only to Citibank. When I attempted to verify the calls by dialing the number on the back of my debit card, the call was routed back to these same individuals. On XX/XX/year>, when I attempted to call Citibank again, I received an automated message stating that Citibank could not take my call at that time. 

Under the belief that I was assisting Citibank with an internal fraud investigation, I was instructed to go to the Citibank branch located at XXXX XXXX XXXX, XXXX  XXXX, CA, on the morning of XX/XX/year>, to attempt withdrawals. At that time, my account had already been flagged for suspicious activity for approximately 48 hours. My debit card had been locked, there had been unauthorized attempts to change my online access credentials, suspicious payees had been added, and unusual login activity had occurred from multiple new devices.

Despite these clear and significant fraud indicators, the branch teller and branch manager allowed me to withdraw large sums of money without meaningful questioning, escalation, or enhanced verification. The teller even instructed me to re-enter information in response to an automated Citibank email prompt instead of halting the transaction. The manager ultimately approved the withdrawal despite the high-risk nature of the activity and the multiple red flags already present on my account.

Immediately after the withdrawal, I was coerced into handing over the funds to individuals outside the branch, including a man driving a XXXX XXXX XXXX, who claimed to be with Citibank. I was falsely told that my account had already been reimbursed and that I would see the funds restored once my new debit card arrived. Following this, multiple wire transfers were initiated to an unknown individual, effectively emptying the remaining funds in my account.

Citibanks failures continued even after I reported the fraud. When I called to block my account, Citibank only locked my debit card and left my checking account active. As a result, on XX/XX/year>, multiple loans were attempted to be opened using my account. I had to call again on XX/XX/year>, to have the entire account properly locked. Additionally, I received delayed fraud alerts due to spoofing and interception tactics, leaving me without timely or effective warning from Citibank during a critical period.

This incident reflects multiple institutional failures by Citibank, including : 1 ) Failure to protect customer data, as the perpetrators possessed detailed internal account information I never disclosed.

2 ) Failure to stop suspicious account activity, despite numerous security alerts, unauthorized access attempts, and a locked debit card.

3 ) Failure of teller and branch management protocols, by approving high-risk withdrawals without appropriate verification or escalation.

4 ) Failure in account closure procedures, allowing continued exploitation even after fraud was reported.

5 ) Delayed and ineffective fraud notification systems, which left me exposed during an active fraud event.

Citibanks expansion of telebanking and digital services carries an increased responsibility to protect consumers and proactively warn them of emerging fraud risks. In my case, critical guidance and protections were either absent or delayed until after the financial harm had already occurred. This failure represents not only a breach of trust, but a serious breakdown in consumer financial protection that warrants regulatory intervention.

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