Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: NH

Complaint narrative:
I am filing a complaint regarding Citibanks handling of unauthorized debit card transactions and what appears to be a misclassification of previously reported fraudulent transactions in order to restart the investigation timeline required under Regulation E. On XX/XX/XXXX, I reported five unauthorized debit card transactions associated with a debit cards that had never been used. The cards had never been entered online, stored digitally, or used for any purchases. Purchases made to my card XX/XX/XXXX : {$42.00}, {$75.00}, & {$82.00} Purchases made to my spouse 's card : {$42.00}, & {$67.00} Citibank confirmed the fraud claim and issued a replacement card. During subsequent calls with customer service, representatives explained that duplicate transactions appearing in my account were the same five fraudulent charges displaying in both pending and posted status. However, the funds were never returned to my account. Recently, I received a written notice from Citibank stating that my fraud claim had been resolved because the transactions were never posted. This statement is inaccurate. The five fraudulent charges remain posted to my account. When I contacted Citibank again, I was told that the charges currently on my account are new transactions separate from the original claim. This explanation is inconsistent with the account history. The transactions they are now calling new were posted on XX/XX/XXXX using debit cards that Citibank confirmed had already been cancelled on XX/XX/XXXX. Therefore, these can not be new transactions. Citibank representatives acknowledged that they could see this timing inconsistency on their screens but still required me to file a new fraud claim. This effectively restarts the investigation timeline and delays the provisional credit required under Regulation E. Because these transactions are the same fraudulent charges originally reported on XX/XX/XXXX, the provisional credit deadline associated with the original claim has already passed. Citibanks actions appear to improperly reset the investigation timeline rather than resolve the original dispute. At this time : The fraudulent transactions remain posted to my account. Provisional credit has not been provided within the timeframe required under Regulation E. Citibank is requiring duplicate claims for the same transactions. I am requesting that Citibank : 1. Immediately issue provisional credit for the disputed transactions in compliance with Regulation E. 2. Correct the claim classification so that the original XX/XX/XXXX fraud report governs the investigation timeline. 3. Provide a written explanation of why transactions on cancelled cards dated XX/XX/XXXX were classified as new transactions. 4. Documentation of how an unused, non-activated card was compromised. 5. Formal review of potential data exposure on Citis end. This situation has required extensive calls and multiple claims to resolve what appears to be the same fraudulent transactions originally reported.

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 monetary relief