Consumer complaint received 2026-04-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: CITIBANK, N.A.

Complaint narrative:
XXXX. Fraudulent Account Discovered Date : XX/XX/year>2026 I received a notification that a Citibank credit account had been opened in my name without my authorization. This was my first indication of identity theft. -- - XXXX. First Report to Citibank Told Account Was Closed Date : XX/XX/year>2026 Event : I contacted Citibank immediately to report the identity theft. Citibanks statements : The representative informed me the fraudulent account was closed. No written confirmation was provided. No investigation or case number was provided. Documentation : Call log Second report to Citibank-Told Account Was Closed Date : XX/XX/scrub>, 2026 Event : I contacted Citibank immediately to report that I got a notification through XXXX that the account was still open. Citibanks statements : The representative informed me the fraudulent account was showing closed on their end. No written confirmation was provided. No investigation or case number was provided. Call log Recording -- - XXXX Credit Monitoring Alert Shows Account Still Open Date : XX/XX/scrub> 2026 My creditmonitoring service ( XXXX ) notified me that the fraudulent Citibank account was still showing as open, contradicting what Citibank told me the previous day. XXXX XXXX XXXX XXXX Call to Citibank Contradictory Information Date : XX/XX/scrub> 2026 Event : I called Citibank again to clarify why the account still appeared open. Citibanks statements : I was again told the account was closed. The representative could not explain why it still appeared open on my credit monitoring. I was told they could not provide written confirmation of closure. I was told they could not provide an investigation number. I was told they could not provide the account number associated with the fraudulent application, even though I did not feel safe giving my SSN again. I was told the fraud/security team does not work weekends and I would need to wait. Documentation : Call log Recordings XXXX XXXX XXXX Attempts to Obtain Documentation Date : XXXX XXXX 2026 Event : I requested written confirmation and basic fraudcase information. Citibanks responses : They stated they can not provide written confirmation that the account is closed. They stated they can not provide the account number. They stated they can not provide an investigation or case number. They stated they can not provide a timeline for when the closure will be reported to the credit bureaus. Impact : I can not verify that the account is actually closed. I can not dispute the account with credit bureaus without documentation. The lack of transparency and contradictory information is causing significant stress and uncertainty. XXXX. Current Status As of : XXXX, 2026 The fraudulent Citibank account still appears open on my creditmonitoring service. Citibank has provided no written confirmation of closure. Citibank has provided no investigation number. Citibank has provided no timeline for reporting the closure to credit bureaus. Citibank has provided contradictory verbal statements on multiple calls. I have recordings and call logs documenting these inconsistencies. Summary of Concerns Citibank has not provided documentation required for identitytheft victims. Citibank has not confirmed the fraudulent accounts closure in writing. Citibank has not confirmed reporting to credit bureaus. Citibank has refused to provide an investigation number or account number. Citibank has given contradictory information on multiple calls. The fraudulent account continues to appear open, affecting my credit and causing ongoing distress.

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 non-monetary relief