Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem making or receiving payments
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
* * Issue : * * Unauthorized wire transfers and improper handling of Regulation XXXX claim by Citibank, including case closure and failure to issue provisional credit * * Complaint : * * This matter relates to Citibank fraud case ( XXXX ) XXXX & XXXX I am reporting unauthorized wire activity and improper handling of my fraud claim by Citibank involving my personal savings account. The following transactions occurred without my authorization : * XX/XX/2026 : Incoming wire transfer of {$22000.00} ( fraudulent deposit not initiated by me or from any of my accounts ) * XX/XX/2026 : Outgoing domestic wire transfer of {$22000.00} * XX/XX/2026 : Outgoing domestic wire transfer of {$22000.00} In addition, Citibank charged wire fees of {$17.00} on both outbound transactions, totaling {$35.00}, despite these transactions being unauthorized. I reported this fraud to Citibank on XX/XX/2026. Citibank opened a fraud investigation and stated that wire recall requests were submitted on XX/XX/2026 ( with reference numbers ). I escalated this matter to XXXX XXXX XXXX XXXX, and on XX/XX/2026, Citibank confirmed that the matter would be handled under Regulation XXXX. However, I have received no meaningful updates regarding whether the receiving bank has responded or whether any funds have been recovered. I made multiple follow-up attempts with XXXX XXXX XXXX XXXX between XX/XX/XXXX and XX/XX/2026, but was unable to obtain meaningful updates regarding recovery efforts or case status. During early follow-up communications, Citibank representatives were unable to confirm whether recall requests had been initiated. Citibank also indicated that a provisional credit decision would be made by XX/XX/2026 ; however, no provisional credit was issued by that date. After this timeframe passed, Citibank closed the original fraud case without issuing provisional credit and without providing any explanation or determination. When I contacted them, I was informed that a new case would be opened and assigned to a different analyst, with no ability to speak to the prior analyst or understand the basis for the closure. This action effectively resets the investigation timeline and delays provisional credit, despite the claim being reported promptly and remaining unresolved. I am concerned that this handling does not comply with requirements for timely investigation and provisional credit for unauthorized transactions. I am requesting that Citibank : XXXX. Clarify why the original claim was closed without a determination or provisional credit XXXX. Confirm that the new case is being treated as a continuation of the original claim and that timelines are not being reset XXXX. Provide confirmation of all recovery actions taken, including communication with the receiving bank XXXX. Issue provisional credit immediately XXXX. Reimburse all unauthorized transactions, including associated wire fees I reported this fraud promptly and have fully cooperated. I am seeking proper handling of this claim and compliance with applicable consumer protection requirements.

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