Checking or savings account -- Managing an account -- Complaint #17839024
Complaint Overview
Complaint ID: 17839024
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
State: California
ZIP Code: 93314
Date Received: 2025-11-23T12:00:00-05:00
Date Sent to Company: 2025-11-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Citibank wrongfully seized my SSI benefits and denied my fraud claim based only on card/PIN use Complaint : Citibank denied my fraud dispute and seized my protected SSI and SSP benefits to cover a negative balance caused by fraudulent activity. Their only justification was that my stolen debit card and stolen PIN were used. They concluded I was at fault, even though I reported that my card was not in my possession at the time of the transactions. Citibanks report falsely states that I had the card in my possession, which is untrue. My debit card was stolen, and the person who stole it also accessed my PIN number as I, admiringly made a stupid choice, but I have it written on the card. Im forgetful and have multiple cards for various things and keeping up with PIN numbers is hard. This individual deposited a fraudulent check and then performed additional unauthorized transactions. I do not know who did it. I did not authorize any of these actions. Under Regulation E, the bank must treat unauthorized card and PIN use as fraud, even if the PIN was written down or compromised. Negligence does not eliminate federal fraud protections. Citibank has provided no proof that I personally conducted or authorized the transactions. They have not provided ATM video footage, teller verification, or any evidence showing that I had the card during the fraudulent activity. Their finding is based solely on the fact that the PIN was used, which is not sufficient under federal law to deny a fraud claim. Additionally, my only income is SSI and SSP. These benefits are federally protected under 42 U.S.C. 407 ( a ) and 31 C.F.R. Part 212, and can not legally be taken by a bank to cover debts, overdrafts, or disputed transactions. Despite this, Citibank seized my entire Social Security deposit to cover the alleged negative balance, leaving me with no income for the month. I am requesting that the CFPB : 1. Require Citibank to restore my seized SSI/SSP benefits, which are exempt from collection or setoff. 2. Order Citibank to reopen the fraud investigation, as it was improperly closed based only on PIN use, without evidence. XXXX. Require Citibank to provide actual documentation proving their claim that I had the card in my possession, which I did not. 4. Prevent Citibank from using future federal benefits to satisfy this alleged debt. 5. Remove the negative balance caused by transactions made with my stolen card and PIN. Citibanks investigation is incomplete, inaccurate, and does not comply with federal regulations. I need immediate assistance recovering my protected income and having this fraud properly investigated. Thank you for your help.
Frequently Asked Questions
What is Complaint #17839024 about?
Complaint #17839024 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-11-23T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.