Consumer complaint received 2026-01-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
On XX/XX/XXXX at approximately XXXX, I received a call from Citi Bank asking if I authorized a large amount transaction earlier that day. I told the representative I did not acknowledge this transaction and agreed to freeze the account immediately. After the call, I looked up my bank account and found there were two unauthorized transactions - {$10000.00} branch teller withdrawal at XXXXXXXX XXXX from my checking account, and another {$500.00} ATM withdrawal at XXXX XXXX  at XXXX XXXX XXXX XXXX, XXXX. I then went to look through my emails, and I noticed there was an email sent at XXXXXXXX XXXX the same day stating the debit card replacement request had been approved. Another email came at XXXXXXXX XXXX confirming a branch visit to a XXXX XXXX XXXX at XXXX XXXX XXXX XXXX Fl, XXXX IL XXXX, and a Banker namee XXXX XXXX Shown on the email. I did not request a replacement card, did not visit any Citi branch, and did not authorize anyone to act on my behalf. I only became aware of these emails at approximately XXXXXXXX XXXX after Citi had contacted me. I then called Citi Bank that night and filed two claims- XXXX for {$10000.00} branch withdrawal, and XXXX for {$500.00} ATM withdrawal. Based on the timeline, I believe someone used fake ID to request a debit card replacement at Citi branch, and withdraw money from my account. I am extremely concerned about Citi Bank 's fraud prevention and identity verification procedures, and I don't understand how a debit card replacement was approved, and large amount of {$10000.00} was able to be withdrawed without my presence. I requested a formal investigation and credit back to my account, as I know my money is supposed to be insured. 

{$500.00} claim- Approximately 10 days later, I received rejection of the {$500.00} ATM withdrawal claim. The bank claimed that the transaction required both debit card and PIN, and therefore was considered authorized. I was shocked by this conclusion. If Citi bank conducted a proper investigation, they would have discovered that they have issued a replacement card without my authorization. I never lost my debit card, so the only explanation I can think of is that Citi bank issued a replacement card to another person, possibly allowing a PIN to be changed. Citi has not provided any explanation on how this person obtained or changed the PIN. I then called the bank again, explained the situation again, and requested the investigation findings. I then received another rejection on XX/XX/XXXXXXXX citing the same reasoning, without addressing the unauthorized card replacement. I was so upset as the bank failed on fraud protection, issued a replacement, allowed a {$10000.00} and {$500.00} withdrawal, and now I am the victim to take the consequence. 

{$10000.00} claim -I followed up with the bank couple times over the phone, and every time I was provided different answers. The first time, I was told {$10000.00} would be credited back after 10 business days. After 10 business days, I called again, I was told to sign and mail a written statement before credit could be issued. I then called again a week after mailing the letter, I was told the bank needs 30-60 days to complete investigation and I should receive the result by XX/XX/XXXX. Now it's almost 75 days since I first filed the claim, and the funds have not been returned. I feel so frustrated, exhausted and stressful on this whole claim process by calling the bank again and again. 

I have filed the police report and don't know what else I can do to help me with my money. 

All in all, Citi bank, 1. issued a replacement card without my authorization 2. allowed {$10000.00} in unauthorized withdrawals 3. failed to adequately investigate or explain how this occurred 4. provided inconsistent information every time I called customer service 5. denied reimbursement for transaction that should be protected under consumer banking regulations and deposit insurance.

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