Consumer complaint received 2025-12-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Complaint Against Citibank Loss of Online Account Access and Possible Data Integrity Failure I am submitting this complaint to report a serious and unresolved issue involving my Citibank online banking access that began in approximately XX/XX/year> and remains unresolved as of today. 

Since XX/XX/year>, I have been completely unable to access my Citibank account through both the Citi mobile app and the desktop website. Every login attempt consistently returns the same error message : Our system is experiencing temporary delays. Please try later. 

This message has appeared continuously for several months and is clearly not the result of a temporary outage. 

On XX/XX/year>, I again attempted to access my account via my laptop and encountered the same error. I contacted Citibank customer service and was informed that my online banking profile no longer exists in their system. I was told that Citibank can not reestablish my original online account, does not know why it disappeared, and that the only option offered is to re-register as a new online user, which would result in the loss of my historical online data.

I find this explanation inadequate and concerning for the following reasons : I have been a long-standing Citibank customer with uninterrupted online access prior to XX/XX/year>. 

I did not request deletion, closure, or changes to my online account.

I received no notification from Citibank about the removal, corruption, or loss of my online profile.

Citibank has stated they do not know why my online account disappeared, yet they also claim they can not restore it.

The error message presented to customers is misleading and obscures the true nature of the issue.

When I asked whether this issue could be related to a data breach or system failure, Citibank stated there was no breach affecting my account. However, I have independently found public reporting of a Citibank data breach occurring in XX/XX/year>, which closely coincides with the timing of when my online access stopped functioning. This raises concerns about data integrity, account record handling, and transparency.

To be clear : My bank accounts themselves still exist, but my digital access and online account profile have effectively vanished Citibank has been unable or unwilling to provide a technical explanation I am being asked to accept permanent loss of online history without justification or remediation I am requesting that the FTC review whether Citibanks handling of this issue constitutes : An unfair or deceptive practice A failure to safeguard consumer account access and digital records A failure to provide accurate information regarding potential system or data incidents Inadequate remediation for loss of consumer online account access I am seeking regulatory review to ensure accountability, transparency, and appropriate corrective action. 

Thank you for your attention to this matter.

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