Consumer complaint received 2026-04-09 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CITIBANK, N.A.
State: MO

Complaint narrative:
I am submitting this response to formally address and rebut the companys explanation provided regarding my complaint. While I acknowledge receipt of Citis correspondence and appreciate the partial actions taken, the response remains incomplete, raises additional concerns, and fails to fully resolve the issues presented in my complaint. First, I recognize that Citi has acknowledged that one of the accounts ( ending in XXXX ) was determined to be fraudulent and that I am not responsible for it. According to their letter, Citi has notified the credit reporting agencies to remove this account from my credit profile. While this action is appropriate and necessary, it also reinforces the validity of my identity theft claim and demonstrates that fraudulent activity has occurred within accounts associated with my personal information. However, despite this acknowledgment, Citis response does not go far enough to address the broader scope of my complaint. Specifically, there are additional accounts ( ending in XXXX, XXXX, and XXXX ) that I have also identified as fraudulent, and Citi has stated that these accounts are still under investigation and may take up to 90 days to complete. While I understand that investigations require time, this extended timeline raises concerns, particularly given that identity theft has already been confirmed on at least one account. The existence of one confirmed fraudulent account should trigger heightened scrutiny and immediate protective measures for all related accounts. Instead, Citi has opted to delay resolution for the remaining accounts, leaving inaccurate and potentially damaging information on my credit report during the investigation period. This continued reporting creates ongoing consumer harm and undermines the purpose of filing a dispute and identity theft report. Additionally, Citis response does not clearly state whether the disputed accounts are being suppressed, blocked, or marked as disputed during the investigation. Under the Fair Credit Reporting Act ( FCRA ), when a consumer submits a valid identity theft report, the credit reporting agencies and furnishers are required to block the reporting of fraudulent information. The response provided does not confirm that this requirement has been met for the remaining disputed accounts. Another major issue is the lack of detailed validation and transparency in Citis response. While Citi states that an investigation is ongoing, there is no explanation of what specific steps are being taken to verify the accounts in question. There is no disclosure of : The method of verification being used The systems or databases being reviewed Whether original account-level documentation is being examined The identity of the personnel conducting the investigation Without this information, it is impossible to determine whether the investigation meets the standard of a reasonable reinvestigation under FCRA 611 ( a ). Furthermore, Citis response does not address the core issue of authorization. The key question in this matter is whether I knowingly and willingly entered into the agreements associated with these accounts. To resolve this issue, Citi must provide clear and convincing documentation demonstrating that I authorized the accounts. This includes : Signed applications or contracts Proof of identity verification at the time of account opening Records of account activity tied to my verified identity To date, no such documentation has been provided. Instead, the response focuses on procedural steps rather than substantive evidence. This approach does not resolve the dispute and does not meet the burden of proof required to justify continued reporting. Another concern is the ongoing impact of these accounts on my credit profile. Even though Citi states that I am not required to pay the disputed amounts during the investigation, the presence of these accounts on my credit report continues to negatively affect my credit score and financial standing. This creates a situation where I am being harmed by information that has not been fully verified. A fair and reasonable approach would be to immediately suppress or remove all disputed accounts from my credit report pending the outcome of the investigation. This would prevent further harm while ensuring that the investigation is conducted thoroughly and fairly. Additionally, Citis response does not address whether the disputed accounts have been properly flagged as disputed by consumer on my credit report. This is a critical requirement under FCRA 623 ( a ) ( 3 ), as it ensures that any third party reviewing my credit file is aware that the accuracy of the information is being challenged. Failure to include this designation results in misleading reporting and further consumer harm. Another significant issue is the lack of an audit trail or documentation the history of these accounts. I have requested detailed information regarding : The origin of the accounts The dates they were opened and reported Any transfers or assignments of the accounts Internal logs showing account activity and updates Citis response does not provide any of this information. Without a complete audit trail, there is no way to verify the accuracy of the reporting or to determine whether proper procedures were followed. It is also important to note that identity theft cases require a higher standard of investigation. Once fraud has been identified, companies are expected to take proactive steps to prevent further harm, including reviewing related accounts, enhancing verification procedures, and ensuring that all affected information is corrected promptly. Citis response does not demonstrate that these steps have been taken. The delay of up to 90 days for the investigation is particularly concerning. While some investigations may require additional time, this extended timeframe is not justified in light of the confirmed fraud. Prolonged investigations allow inaccurate information to remain on a consumers credit report, causing ongoing harm and undermining confidence in the dispute process. Furthermore, Citis response does not address whether any internal errors or systemic issues may have contributed to the fraudulent accounts. Understanding how the fraud occurred is essential to preventing similar issues in the future. However, no information has been provided the root cause of the problem or the steps being taken to address it. Another critical issue is the lack of coordination between Citi and the credit reporting agencies. While Citi states that it has notified the agencies to remove one account, there is no confirmation that this removal has been completed or that all relevant agencies have been updated. I am requesting written confirmation that : The fraudulent account has been removed from all credit reporting agencies All related data has been deleted, not merely suppressed No residual negative information remains associated with the account Additionally, I am requesting confirmation that the remaining disputed accounts will be handled in the same manner if they are determined to be fraudulent. In terms of resolution, the current response does not provide a clear path forward. It leaves multiple accounts unresolved, lacks transparency, and allows potentially inaccurate information to continue being reported. This is not an acceptable outcome. To resolve this matter fairly, I am requesting the following actions : Immediate removal or suppression of all disputed accounts pending investigation Full validation of all accounts with original documentation proving authorization Detailed disclosure of the method of verification used in the investigation Confirmation that all disputed accounts are marked as disputed by consumer Provision of a complete audit trail for each account Written confirmation that the confirmed fraudulent account has been permanently removed from all credit reporting agencies Expedited investigation of the remaining accounts, with a timeline shorter than 90 days Immediate removal of any accounts that can not be fully validated Assurance that no deleted accounts will be reinserted without proper certification and notification Written confirmation of all actions taken and final outcomes This request is reasonable, lawful, and necessary to ensure that my credit report is accurate and that my rights as a consumer are protected. In closing, while I appreciate Citis acknowledgment of fraud on one account, the response as a whole is incomplete and does not resolve the broader issues. The presence of additional disputed accounts, the lack of transparency in the investigation process, and the continued reporting of potentially inaccurate information all contribute to ongoing harm. I am requesting that this matter be reviewed more thoroughly and that the actions outlined above be taken promptly. I am committed to resolving this issue in good faith and expect the same level of diligence, transparency, and accountability from Citi. Until all disputed accounts are fully investigated and resolved with proper documentation, this matter can not be considered closed.

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