Consumer complaint received 2026-01-22 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.

Complaint narrative:
Failure to Respond and Regulatory Non-Compliance by Citibank.

This complaint concerns Citibank, N.A.s failure to comply with its own stated investigation timelines, failure to respond to formal written appeals, and evasive and contradictory conduct following the reopening of a fraud investigation related to an unauthorized wire transfer from my checking account.

This complaint is not a duplicate of my prior CFPB submission. It addresses new facts and conduct that occurred after Citibank formally reopened the investigation, including the banks failure to issue any determination within the timeframe it represented to federal regulators.// Background On XX/XX/year>, I reported an unauthorized domestic wire transfer of USD XXXX from my Citibank checking account ( Case No. XXXX ). I reported the fraud within 17 minutes of notification and fully cooperated with Citibanks investigation.

Citibank initially denied my claim with a generic explanation stating only that the transaction was authenticated, without addressing the substance of the fraud, the timing of my report, or any investigative findings. The bank did not provide any supporting documentation.

Following complaints filed with the CFPB and the FDIC, Citibank issued a written response to regulators stating that it had reopened the investigation and that the appeal was assigned to an investigator on XX/XX/year>, with a commitment to provide a response within up to 30 calendar days.// Failure to Comply After Reopening the Case.

That 30-day period has now fully elapsed, and as of today : 1. I have received no written response, findings, or determination from Citibank ; 2. I have received no communication by email, U.S. mail, or any other channel ; 3. Citibank has not explained any delay nor requested additional information.// This is particularly concerning because Citibank was explicitly informed that international mail to XXXX may take up to 60 days. To avoid delay, I formally requested email delivery and provided a U.S. mailing address, yet the bank still failed to respond through any channel.// Failure to Respond to Formal Appeals and Information Requests.

In addition, Citibank has never responded to my formal written communications : 1. On XX/XX/year>, Citibank received my first formal letter appealing the denial and requesting documentation regarding the investigation. 

2. On XX/XX/year>, Citibank received a second formal letter reiterating the appeal and again requesting information.// Evasive and Contradictory Conduct.

Citibanks conduct throughout this matter has been evasive and contradictory : The bank acknowledged that the wire transfer was posted three days later, on XX/XX/year>, yet claims no intervention was possible despite my immediate report.

It stated that a recall was initiated but has provided no documentation or evidence of recovery efforts.

It reopened the case and committed to a response timeline, then failed to comply with it entirely.

This pattern raises serious concerns about the adequacy, transparency, and good-faith nature of Citibanks investigation and regulatory responses.

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