Consumer complaint received 2025-12-22 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a text message from the phone number XXXX ( XXXX ) XXXX stating : CITIBANK : DID YOU SPEND {$470.00} PURCHASE @ XXXX & XXXX. XX/XX/XXXX? Reply YES=1 / NO=2.

I replied 2, indicating the charge was unauthorized. 

On XX/XX/XXXX, I received another text message from the same number stating : CITIBANK : DID YOU SPEND {$500.00} PURCHASE @ XXXXXXXX XXXX XXXX. XX/XX/XXXX? Reply YES=1 / NO=2.

I again replied 2. Shortly thereafter, I received a follow-up message stating : THANKS FOR CONFIRMING. GIVE US A CALL DIRECTLY TO OUR FRAUD DEPARTMENT AT XXXX ( XXXX ) XXXX. DEBIT CARD REMAINS BLOCKED. 

Because these messages closely mirrored legitimate bank fraud alerts, I reasonably believed I was communicating with Citibanks fraud department. I replied that I would call after work and did so at approximately XXXX XXXX. A man identifying himself as XXXX answered and stated it was late and that he would contact me on Monday. 

On XX/XX/XXXX, at approximately XXXX XXXX, XXXX called me and represented himself as a Citibank fraud department employee. He told me that unauthorized wire transfers were actively being attempted on my account and that he was helping prevent criminals from taking my money. 

Believing I was speaking with Citibank, I remained on the phone with him for several hours, from approximately XXXX XXXX  until around XXXX XXXX. During this call, XXXX instructed me not to answer a call to my home phone and to allow it to go to voicemail. A voicemail was left stating the caller was from the bank verifying account activity and providing a reference number. XXXX then asked me for that reference number, which I provided. 

XXXX stated he would call me back within two days. He never did. When I attempted to call the provided phone numbers, no one answered. I then went in person to a Citibank branch, where I was informed that : The phone numbers used, The text messages received, and The individual identifying himself as XXXX were not affiliated with Citibank, and that I had been the victim of fraud. 

Despite clear red flags and fraud indicators, unauthorized wire transfers were allowed to be initiated and processed from my account. I did not authorize these wire transfers in any manner. They were not approved knowingly, willingly, or intentionally. 

Importantly : I do not routinely conduct wire transfers I have no history of sending international wires Fraud alerts were already triggered on my account Citibank failed to apply appropriate wire authentication, confirmation, and out-of-pattern safeguards Under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. Part 1005 ), these transactions qualify as unauthorized electronic fund transfers. Any information obtained through impersonation, deception, or social engineering does not constitute valid authorization under Reg E.

Citibank is required to : Conduct a reasonable, good-faith investigation Provide provisional credit within 10 business days if the investigation is not completed Recredit the account for unauthorized transfers unless the bank can affirmatively prove authorization Failure to do so constitutes a violation of federal consumer protection law.

Legal Escalation and Regulatory Notice If Citibank fails to fully comply with Regulation E requirements, including provisional credit and reimbursement of unauthorized wire transfers, I am prepared to pursue all available remedies. This includes escalation to Citibanks Executive Response Unit, additional complaints to state and federal regulators, and consultation with legal counsel regarding Citibanks failure to prevent, detect, and remediate unauthorized electronic fund transfers.

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