Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
On XX/XX/XXXX, I received a text message from Citibank asking if I was attempting to charge {$150.00} at XXXX. I immediately responded 2 for NO. I then received an automated call instructing me to contact the fraud department, which I did. During that call, I clearly advised the representative that there were three unauthorized charges on XX/XX/XXXX : {$6.00} {$120.00} {$19.00} About a week later, I received a letter stating that I was credited only {$6.00}. When I called on XX/XX/XXXX, I was informed that the original representative had only submitted a dispute for the {$6.00} charge and failed to include the other two charges. I then had to spend an additional 30 minutes on the phone initiating another dispute due to that representatives error. To make matters worse, the second dispute was denied. These transactions were point-of-sale charges in Texas. I live in Florida, and my debit card has been in my possession the entire time. It makes absolutely no sense that charges completed in Texas would be deemed authorized when I was physically in Florida with my card. I spent over an hour on the phone requesting to speak to a manager. Two separate requests were made, and no manager returned my call. On XX/XX/XXXX, I submitted an appeal after speaking with a supervisor named XXXX. I then visited my local branch, where a representative, XXXX, contacted the fraud department on my behalf and confirmed that an appeal was open. She again explained that I reside in Florida while these transactions occurred in Texas. Today, I received another letter denying my claim based on the statements : You informed us that your Citibank Debit Card has not been out of your possession. Both your Citibank Debit Card and Personal Identification Number ( PIN ) were required to perform the transaction ( s ). Again, I live in Florida and the transactions occurred in Texas. In addition to the dispute mishandling, I experienced further issues when my replacement debit card could not be activated, requiring yet another card to be issued. Even that replacement required a phone call to activate. I went into a local branch where a manager personally contacted the fraud department. At their request, I provided proof that I was physically in Florida at the time the charges were made, including XXXX XXXX footage from my home. The branch manager confirmed that this verified I was not present where the charges occurred. Based on that verification, a new claim was opened. However, on XX/XX/XXXX, I received another denial citing the same reasoning as the original dispute without addressing the documented proof provided in person at the branch. This is unacceptable. I have complied with every request, provided clear evidence, and cooperated fully. I am formally requesting : Immediate reimbursement of the fraudulent charges. A written explanation detailing why the verified evidence was disregarded. A full review of how this claim was handled. If this matter is not resolved promptly, I will be closing both my account and my husbands account with Citibank. Additionally, I am prepared to escalate this complaint to the appropriate regulatory agencies.

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 monetary relief