Consumer complaint received 2026-02-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding unauthorized withdrawals connected to my Citi XXXX Preferred card ending in XXXX that were taken from my XXXX  checking account. Citi initially acknowledged the issue over the phone and agreed to reimburse the funds, but later reversed its position despite bank verification confirming the money was removed. 

The unauthorized withdrawals were for {$120.00} each and occurred on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I visually confirmed the recurring withdrawal on XX/XX/XXXX while reviewing my banking app. This was the first time I noticed the pattern. I immediately contacted Citi to question why these recurring payments were being taken. Citi representatives stated they had no explanation and verbally assured me I would be reimbursed. 

On XX/XX/XXXX I called again to confirm reimbursement and was again verbally assured the refunds would be processed. 

I also contacted XXXX XXXX XXXX to report the situation. They conducted their own investigation and ruled in my favor, confirming that the transactions did in fact leave my account. Due to the severity of the situation, XXXX closed my compromised checking account and issued me a new account number for protection. 

On XX/XX/XXXX I contacted Citi to provide my updated banking information so reimbursement could be processed. I was told the refund would take 35 business days. 

On XX/XX/XXXX, after no reimbursement was received, I called Citi again and was informed Citi had changed its position and would not reimburse the funds, claiming the payments never processed and that they owed me nothing. This directly contradicted prior verbal confirmations. 

I was forced to file a fraud dispute on XX/XX/XXXX. 

During a follow-up call, Citi claimed I authorized the payments over the phone on XX/XX/XXXX and stated they had recordings to support this claim. This statement is false. My bank has verified the transactions were withdrawn from my account, and Citis earlier statements acknowledged responsibility. Citi now claims they never received the payments despite clear banking records showing the funds were removed and never returned.

This situation caused significant financial stress, time loss, and emotional hardship. I spent multiple weeks making repeated calls, following Citis instructions, updating banking details, and attempting to resolve a problem that was not of my making. I was treated as though I was dishonest while trying to recover unauthorized funds. The tone and handling of the matter by customer service was unprofessional and escalated what should have been a straightforward fraud issue into a prolonged dispute.

A fair resolution would include : Immediate reimbursement of the {$610.00} in unauthorized withdrawals Additional compensation for the excessive time spent on the phone, administrative burden, and emotional stress caused by the situation A formal written clarification acknowledging the error and closing the dispute I am not seeking excessive damages. I am requesting reasonable compensation that reflects the inconvenience, disruption, and distress caused by Citis handling of this matter.

I hope Citi will resolve this promptly and professionally without the need for further escalation. 

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