Consumer complaint received 2025-11-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I had alerted Citibank in late XXXXearly XXXX of fraudulent activity on my debit/checking account in the amount of {$2000.00} and {$280.00}, which posted in XX/XX/year>. I received a letter last week, XX/XX/XXXX that Citi investigated this and found me liable for the charges. This is unbelievable to me, and I feel like my money is being stolen from the place that is supposed to be keeping it safe. The evidence submitted back to me after the investigation from Citibank shows me that the charged occurred at a XXXX  location in XXXX XXXX. I did not authorize these transactions, I did not receive any goods or services related to them, and I did not benefit from them in any way. 
Their denial letter stated that I am responsible for these charges based on evidence consisting of a XXXX  shipment from XXXX XXXX XXXXXXXX XXXX XXXX in XXXX, XXXX, shipped to XXXXXXXX XXXX XXXX  in XXXX, California. I have no connection to these individuals, companies, or locations. I was not in California or XXXX at any time. Nothing about these transactions is associated with me, my location, or my behavior. 
The only connection they referenced is that the card number and account number used was mine. If my card information was stolen or their computer was hacked, that is exactly what would be used. This does not prove I made or authorized the purchases. If this is the only connection to me, it solidifies even more that my information was stolen. 
Their investigation did not clarify : Whether the transactions were completed online or in person Whether an actual physical card was used and swiped If this was done online, what IP address, device ID, or geolocation was associated with these transactions Whether the merchant provided signature verification ( my name signed ) or identity validation ( my drivers license shown ) that connects these transactions to me How someone in XXXX ID obtained my card information The proof of delivery included as evidence proves only that someone else received the goods. The name XXXX XXXX in XXXX, CA is not associated with me in any way. I do not know this person, and I did not receive any packages. The presence of a delivery to a third party in another state confirms fraud, not my liability. 

The situation is consistent with identity theft. A U.S. credit card number being used from a XXXX  location in XXXX, XXXX to ship high-value goods to a completely unrelated person in California is XXXX classic pattern of stolen card information and shipper fraud. That this was not flagged as suspicious is concerning. It is even more concerning that Citibank investigated this and found that I am responsible. 

This is the second major fraud event in two years. This is the second time I have reported significant unauthorized activity on my Citi account. Both times : I reported the charges promptly I did not receive proactive fraud alerts from Citibank This undermines my confidence in Citis fraud-prevention and customer-protection processes. 

Citi has provided no evidence showing that I made these transactions, that I received any goods, that I was in the locations involved, or that that these charged were authorized by me. 
I am requesting that Citi reopen and reinvestigate this dispute and provide all evidence used in your determination, including : Merchant logs IP addresses/device IDs Geolocation data Online order data Signature or card-present verification Im requesting that Citibank reverse all related charges, finance fees, and interest and correct my account balance immediately.

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