Consumer complaint received 2025-09-24 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.

Complaint narrative:
Dear CFPB Representatives, I am writing to submit a new formal complaint, as a continuation of the previously submitted complaint with number XXXX. Following the negative response received from Citibank regarding the funds in my business account, I filed a new complaint with Citibank, which was assigned Case XXXX XXXX. Despite this, I have not received a satisfactory response regarding the transactions from my business account. 

Although the bank responded positively and returned the transactions made from my personal account, they have never provided a satisfactory response regarding the transactions made from my business account, even though all the transactions being reported are identical in nature, some carried out via XXXX and others via direct transfers, and all directed to the same recipient : the single account from which the fraud was committed, belonging to XXXX XXXX  XXXX. It is unacceptable that the bank considers it valid to return the funds from my personal account, while for my business account they refuse to return the funds for the USD XXXX XXXX transaction, applying inconsistent criteria to operations that are absolutely equivalent. Additionally, the USD XXXX direct transfer has never received any response from the bank. 

Furthermore, the bank has informed me of the closure of both accounts without any valid reason, which has caused further harm and significant loss of time, requiring me to open new accounts and complete a large number of procedures with different institutions where Citibank was previously used as a debit account, adding to all the prior time-consuming procedures caused by the fraud. 

Details of the Transactions Being Reported Business Account Date Amount ( USD ) Method Transaction Number Recipient Status XX/XX/year> XXXX XXXX INSTANT PAYMENT DEBIT XXXX XXXX XXXX  XXXX Bank refused to return funds XX/XX/year> XXXX Direct Transfer INSTANT PAYMENT DEBIT XXXX XXXX XXXX  XXXX No response from bank Expected Satisfactory Response from the Bank A satisfactory resolution from Citibank would include : Full return of the funds from both transactions. 

Refraining from closing my accounts, as account closure causes additional time loss and operational disruption. 

Recognition and compensation for the interest and penalties I have incurred as a result of these fraudulent transactions. 

Demands In addition to the above, I demand : Identification of the bank and account of the recipient of the funds, XXXX XXXX  XXXX, so that I can expand the complaint with the police and the CFPB, and provide the information to my attorney in case a satisfactory response is not received. 

A thorough investigation of how it was possible to access my accounts ( XXXX and direct transfers ) and the implementation of preventive measures to ensure that similar situations do not occur in the future. 

Documents to Attach Screenshots of the unauthorized transactions. 

Communications with Citibank and XXXX regarding the transactions. 

Evidence of the closure of both accounts, including the official communication from the bank notifying the closures. 

Copy of the previous complaint XXXX. 

Copy of the new Citibank complaint XXXX XXXX. 

Any previous correspondence related to the case, including claims filed with the bank. 

I request that this complaint be handled urgently and as a priority, given the economic, operational, and time-related harm it has caused me, and I reiterate that I do not wish to continue any relationship with Citibank. 

Sincerely, XXXX XXXX XXXX

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