Consumer complaint received 2025-11-28 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Fraudulent Debt Collection Complaint Citi ThankYou Card I am filing this complaint to document repeated and fraudulent debt collection attempts related to my Citi ThankYou Card account.

- * * Long Standing Customer Account * * I have been a customer of Citi for close to 25 years. Citi Thank You was not an actively used card ; I only make a nominal purchase once in a while when the bank sends a letter that an account will be closed unless a transaction is made.

* * Unsolicited Checks * * : Citi ThankYou Card routinely mails unsolicited promotional balance transfer checks to customers, a practice that increases the risk of fraud and misuse. 

- * * Identity Theft Incident * * : My identity was stolen around the end of XX/XX/year> after applying for a renewal drivers license in Texas, which never arrived in the mail. Beginning around XXXX XXXX, someone impersonated me using my personal information at several banks and highend stores. Multiple banks notified me immediately and either prevented fraudulent charges or reversed them once I reported the fraud. A police report was filed by me as a result. 

- * * Citis Failure to Act * * : Citi was the only bank that did not contact me regarding suspicious activity. I discovered that an unauthorized {$1400.00} charge was made to my account on XX/XX/XXXX only in XX/XX/year>, when I received a statement. There was a limit increase request that I did not make and Citi did not verify with me that I learned about at the same time. When I saw an unusual line item on my statement in XXXX, I immediately reported the fraud by phone and disputed the transaction through Citis online portal, providing Citi with police report number and informing Citi that my mailbox had been compromised. Citi informed me that a credit was applied to my account and I could see it online. Citi also changed the address on file and reissued the card, but I received no further communication no mail, email, or calls about the investigation status. 

- * * Escalation to Collections * * : On Saturday, XX/XX/year>, Citi emailed me stating a payment is due today. When I called, I was told no payment was required and advised to just contact Citis security team during business hours on Monday. I contacted security as soon as they reopened on Monday, XX/XX/XXXX. Security indicated they only needed a copy of my driver 's license and suggested that I fax or mail it. The representative refused to provide online portal or email to expedite the resolution. Only when I requested their manager, the manager provided me with the email. I submitted the DL copy immediately, including again the police report number and Citi case number. On XXXX Friday, XX/XX/year>, I started receiving collections calls from Citi. When I attempted to call the XXXX number on the back of the card, the calls were immediately rolled over to collections rather than customer service. 
I spent from XXXX XXXX  to XXXX XXXX  On Friday, XX/XX/XXXX, trying to reach a customer service supervisor, eventually being transferred to a security team supervisor. When I inquired of the name on the fraudulent check, so I can add it to the police investigation, I was told that the charge related to someone writing a Citi check to " Cash. '' And I was also informed that the investigation would take up an additional 60 to 90 days.

- * * Summary * * An unsolicited Citi check was negligently mailed by Citi, intercepted by someone and cashed with no proper verification by Citi. Despite my prompt reporting of fraud and submission of police report information, Citi failed to properly investigate and to communicate with me, they allowed my account to be transferred to collections, and subjected me to repeated calls and delays and fraudulent tactics to close the dispute and demand payment of debt that I did not incur and did not authorize. Citi 's handling of this matter has been negligent and has caused unnecessary stress and harm. I request immediate resolution and urge regulatory authorities to investigate Citis practices.

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