Consumer complaint received 2025-01-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/XXXX, a representative from Citibank called me and asked if I was the one opening an account with them and I said no. The lady I spoke with said she would close the account and I then put credit freezes and fraud alerts in place with the three credit bureaus of XXXX, XXXX, and XXXX. Additionally, I filed an identity theft report with the FTC. But on XX/XX/XXXX, I received statements from Citibank including a debit card and for a personal loan. I called to inform them that this wasn't done with my authorization and that I was a victim of identity theft and that the checking account, debit card, and personal loan opened up in my name were done so fraudulently. They asked for a signed and notarized affidavit regarding the identity theft, a copy of my license, and a copy of a utility bill to serve as proof of address all of which I provided promptly. A week later they sent a letter stating that they could not verify the fraud and they apparently told XXXX to close the dispute I had opened up with the credit bureaus regarding the personal loan showing up on my credit file. At the suggestion of the XXXX rep I filed a police report which I also sent to Citibank immediately. Following FTC and police guidance I also requested the original application materials from Citibank which they are required by law to provide to me but so far have not. I sent Citibank all the documentation they requested via email and direct paper mail. Their reps are difficult to understand and keep giving me the run around when I try to get this situation resolved. I keep asking what they need from me to prove that I did not open these accounts, loan, and debit card... but they just tell me they can not provide me any information and to wait for the mail but nothing has come in the mail. I do not have a Citibank within a XXXX miles from me and I would never bank with them as I only bank with my one local bank as I have been doing for 30 years now. I have no need for a loan either and have a good job. Additionally, I am a nearly XXXX XXXX XXXX woman who was just widowed 6 months ago and this is causing undue stress. I do not know how my data was breached but I told both Citibank and the police I am more than happy to work with them to catch the criminal who stole my identity. Apparently Citibank also has separate fraud departments for personal loan versus checking account/debit card and they do not speak to one another so only after speaking to the XXXX rep of theirs who informed me of this did I get two separate case numbers. The reps are not letting me speak with a supervisor or an investigator either and they either hang up on me or keep forwarding me on to someone else who also can not help me. I would not be surprised if they were running some sort of internal criminal ring. 

Additionally, during this same time, XXXX XXXX called to inform me that someone tried to take out a credit card in my name and once confirming that was indeed fraud only simply told me to place fraud alerts with the credit bureaus which I already did. Similarly, XXXX XXXX sent me a letter stating that someone tried to open an account with them in my name which I once again confirmed was fraud. These two banks did their due diligence to verify my identity but for some reason Citibank did not. Although I am not sure why they called me and after I said it was fraud they still went ahead and opened up the account/debit card/loan. This seems suspicious to me. Citibank has terrible customer service and they are not working to promptly rectify a situation their own lack of diligence has now caused. Please help light a fire under them to rectify this fraud.

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