Consumer complaint received 2026-02-26 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/year> around XXXX XXXX I became aware of a text message I received on my phone at XXXX XXXX. It stated that a {$2000.00} payment to a XXXX XXXX is being processed by XXXX. I promptly ( XXXX and XXXX ) Citibank Customer Service to report that I did not request of authorize this transaction. Unfortunately Citibank 's XXXX computer system was down for maintenance and were expected to be unavailable for XXXX hours. I finally was able to call them at XXXX on XX/XX/year>. Citibank promptly shut down my account and advised me to visit a branch in the morning and open a new account. I did that on XX/XX/year>. My old account was " restricted '' and a new account was opened. Citibank opened a fraud complain report XXXX. A few days later in my spam folder I found an email from Citibank time stamped XX/XX/year> at XXXX XXXX that showed that on that day there were XXXX attempts of withdrawing by Online/Mobile Transfer. A {$500.00} transfer by an XXXX XXXX ( unknown to me ) was Declined by the bank and a {$2000.00} Online/Mobile Transfer by XXXX XXXX XXXX XXXX by the bank. Although I requested that Citibank 's XXXX XXXX XXXX unit update m promptly by phone or email, I heard nothing until XX/XX/year>, when I received a mailed XXXX letter dated XX/XX/year>. In the letter they stated that their records show that I made the transaction from my account using XXXX, asing my Citibank Online credentials. The letter stated that I had the right tp request copies of the information used in the investigation. On XX/XX/year> I called Citibank and protested their findings, requested copies of their information. They opened a second investigation, XXXX. I also wrote and sent them a letter stating my appeal, stated the facts of the transaction and requested the following information : 1. A complete copy of all documentation and evidence relied upon in your investigation. 2. The IP address, device fingerprint, and geo-location data associated with the login and transaction. 3. Details of any two-factor authentication used, including method and timestamp. 4. Any behavioral analysis used to determine that the transaction was consistent with my account history. 5. Confirmation that this appeal is being reviewed under the requirements of Regulation E of the Electronic Fund Transfer Act. My letter was posted on XX/XX/year>. It was mailed via XXXX, because Citibank Fraud unit claimed they do not have email, electronic messaging of FAX capability. On XX/XX/year> I called Citibank XXXX XXXX and requested an update. They told me that on that date a response letter was created and will be mailed to me. They verbally informed me that my claim is denied again, for the same reason. I requested again to continue the investigation and requested that the furnish me with the requested information stated in my letter. Instead of agreeing to send me the requested information, they opened yet another investigation XXXX. They also tried to distance themselves from the XXXX transaction by stating XXXX is an independent service company. That may well be true, but XXXX is a service function available on the Citibank Mobile app, implying Citibank 's warranty for the service. Other similar services, like XXXX or XXXX do not appear on the Citibank app.

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