Consumer complaint received 2025-09-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
My husband and I were victims of fraud regarding the misuse of our Citibank XXXX. Instead of helping us, Citibank canceled the card, indicated that we were the perpetrators instead of victims, and refused to issue us new cards. 
We have had a Citibank XXXX for over 10 years. 
We never missed a payment or delayed a payment We always paid our balance in full for this card and all our debts which is why we have an excellent credit rating. 

The online theft of our Citibank credit card number was reported to us on XX/XX/XXXX by email and on XX/XX/XXXX and XX/XX/year>, I had extensive conversations with both Citibank Customer Service and Citibank Fraud Department. Both departments were very unhelpful and just kept transferring me back and forth. I was told because our account was closed, there was nothing they could do. This is absolute nonsense as Im sure you are aware. 

On XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that our account had been closed due to one or more late or returned payments. On XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that we were issued a new card number ending in XXXX, however, no card would be issued and the account was closed. None of the information I provided over long phone conversations with Citibank representatives on XX/XX/XXXX was recorded by either of the departments. I had to beg the Fraud Department to record details of the fraud. Attached to this letter are those details. 

WE ARE VICTIMS OF FRAUD AND CITIBANK UNWILLINGNESS TO APPROPRIATELY RECORD AND ACT ON OUR REPORTED FRAUD ISSUE. 
WE REPORTED THIS SITUATION TO CITIBANK AS SOON AS WE LEARNED OF IT ON XX/XX/XXXX. We made a large payment to cover both the legitimate and fraudulent charges. A payment which was accepted on XX/XX/XXXX and brought our balance to XXXX. 
The criminal tried to use a fake XXXX XXXX  account to make payments with our Citibank card. WE HAVE NEVER HAD AN ACCOUNT OR ANY BUSINESS WITH XXXX XXXX. A quick check would have revealed that. 
The criminal opened a wallet with XXXX or XXXX with our Citibank account number. WE HAVE NEVER HAD A PHONE WALLET WITH ANY SUCH SERVICE. 
Certified letters were sent to Citibank. No response from them to date. 

We are finished with useless phone calls to Citibank to try to resolve this issue. We are contacting you because we believe that Citibanks inability and unwillingness to take and act on our report of fraud is purposeful. We also wonder if being senior citizens with an excellent payment record influenced Citibanks unwarranted and unfathomable behavior. Citibank does not assign a case or reference number to the report and their representatives do not record information supplied by us so it could be shared by various departments. In fact, they did not want the information they kept saying the account was closed and there was nothing which could be done.

We have made a police report to the XXXX XXXX, Maryland Police, report number XXXX. We have put a fraud alert with the three major credit rating agencies. 

FRAUD DETAILS CITIBANK CARD ENDING IN XXXX AND XXXX XX/XX/year>XXXX  : Received emails from Citibank which all said the following, XXXX XXXX. A recent payment of XXXX on your Citi XXXX XXXX XXXX account was returned unpaid by XXXX XXXX. What happened and whats next? XXXX XXXX  determined that the payment wasnt authorized by the owner of the checking or savings account. Contact them right away so a replacement payment can be made. 

( WEVE NEVER HAD NOR DONE ANY BUSINESS WITH XXXX XXXX. ) FRAUD DETAILS CITIBANK CARD ENDING IN XXXX ( RE-ISSUED AS XXXX ) Charges made and attempt to make payment through XXXX XXXX  by the criminal. These charges were returned : These fraudulent charges were : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX In addition two fraudulent credits were not returned or made through the fake XXXX XXXX  account ; XX/XX/XXXX PAY BY PHONE ACH PAYMENT XXXX XX/XX/XXXX PAY BY PHONE ACH PAYMENT XXXX We explained in letters to Citibank that we have never established and have never used phone wallets. 

Citibank has cancelled us as customers for no legitimate reason.

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