Consumer complaint received 2025-09-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
To the Citi Incident Reporting Unit : I, XXXX XXXX, am formally reporting that my personal and financial information has been stolen and used without my consent by an individual named XXXX XXXX, phone number XXXX. I did not open or authorize any accounts, transactions, or activity linked to my personal information. This constitutes identity theft, and all activity on the disputed account was performed without my knowledge or authorization. 

I have previously submitted accurate and notarized documentation multiple times, yet my claims have been denied, and I am now at my third appeal. Citi has repeatedly stated that the account information matches the profile on file ; however, this is factually incorrect, as the address associated with the disputed activity XXXX XXXX XXXX XXXX is abandoned and was not under my control. I have never resided there during the period in question and did not authorize anyone, including XXXX XXXX, to use my personal information. 

I have filed an FTC Identity Theft Report regarding this matter. The report documents that the fraudulent activity was conducted without my authorization, and it provides official recognition that this constitutes identity theft. I have attached a copy of this report along with all supporting notarized documentation. 

It appears that XXXX XXXX obtained my personal information through internet solicitation, purchase, hacking, or other fraudulent means. Any attempts to treat the disputed account or activity as legitimate would be improper and unlawful, as the actions were unauthorized and constitute clear identity theft. I request that Citi take into account the fraudulent nature of these actions when reviewing my appeals. 

The denial of my claims appears to be based on automated internal systems and third-party fraud tools, including : Device and browser fingerprinting ( XXXX, XXXX, XXXX  ) IP address and geolocation tracking ( XXXX, XXXX ) Behavioral biometrics ( XXXX  ) Identity verification and document checks ( XXXX, XXXX  ) Transaction monitoring and risk scoring platforms ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX ) These systems may have incorrectly associated the abandoned address, email, or other profile data with my identity, resulting in wrongful denial of my claims. 

I am formally requesting that Citi take the following actions immediately : Conduct a full and thorough investigation into the fraudulent activity associated with my personal information. 

Review and reverse any account restrictions, closures, or bans that resulted from this identity theft.

Consider all supporting documentation I have provided, including notarized documents and the FTC Identity Theft Report. 

Provide a detailed explanation of the evidence, tools, and reasoning used to deny my previous appeals. 

Permanently delete any personal information associated with the fraudulent account and any other data collected as a result of this unauthorized activity. 

Escalate this case to ensure that the individual responsible for this identity theft is held accountable and that my personal information and accounts are fully protected from further misuse. 

This is a serious case of identity theft, and I urge Citi to take immediate action to investigate, correct wrongful denials, delete all personal information associated with the fraudulent account, and restore my access. I am prepared to provide any additional documentation required to support my claims and to ensure a complete and fair review of this matter. 

Thank you for your immediate attention to this urgent matter. 

Sincerely, 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