Consumer complaint received 2023-05-04
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have multiple cases/claims opened on this fraud dispute. This letter is a response to the decision made on the fraud case currently under investigation for the above referenced account ( Case # XXXX ). My last denial letter from Citibank was dated XX/XX/XXXX. The following is the list of disputed amounts : XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), and XX/XX/XXXX ( {$500.00} ), which seems to not be included with the disputed amounts referenced in Citibank 's denial letter, the total disputed is and should be {$3500.00}. I HAVE TRIED TO CORRECT CITIBANK OF THIS ERROR MULTIPLE TIMES! 
Secondly, it stated that in the letter that the case was denied due to Citibank records indicating that these withdrawals were made from my account using my banking card ; this is a false statement as it shows on my records that these were ACH transactions facilitated to a XXXX XXXX which I have NO RELATION to and is NOT A REAL COMPANY. I first went to the bank to notify Citibank of this fraud on XX/XX/XXXX. Without checking the Saving 's account, the representative from the Citibank branch located on XXXX XXXX XXXX XXXX XXXX, NY only closed the business checking account. Meanwhile the fraudulent activity was allowed to continue to occur with my savings account, which stayed open. Since I did not have access to mobile app ( citibank shut it down due to fraud activity ), I was not allowed to see the fraudulent activity until later when I received the statement dated XX/XX/XXXX. By then it was too late and the fraudster made 7 withdrawals of {$500.00}, totaling {$3500.00}. I went to the bank after receiving XX/XX/XXXX statement ( email the digital copy of statement ), I went to branch immediately and closed the savings account. Once I suspected the fraudulent activity was occurring in the savings account from the XX/XX/XXXX statement, I notified Citibank and closed the account immediately, but it was too late as {$3500.00} was already withdrawn from the account. Under Citibanks direction, I was advised to contact XXXX BANK, which I assume to be the recipient bank. I followed Citibank 's instructions and obtained a letter from them which I forwarded down to your fraud team. 
I am APPAULED by the mishandling of this case, I feel as though Citibank is making an effort to NOT assist me in this matter and I feel I am fighting a battle against the person who stole my money as well Citibank which is supposed to help me during this trying time. I was NEVER given a provisional credit while they were conducting their investigation. I really hope you can help me rectify this situation with Citibank so that I can be credited the money that was stolen from me. I look forward to your response. 
The following are dates that I remember including letters via mail, in-person visits to various Citibank branches XXXX and telephone calls made to Citibanks fraud/dispute department. 
XX/XX/XXXX I received a letter in mail notifying me of suspicious activity to my business checking, this was related to the XX/XX/XXXX check On XX/XX/XXXX I went to the branch and found out that someone tried to write a fraudulent check, which was stopped by Citibank. They closed account and opened a new checking account. 
XXXX. I got another notification a week later with another fraudulent alert from citibank. I went into the Citibank branch located in XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX The customer rep closed the recently opened CHECKING ACCOUNT and OPENED ANOTHER ONE. Customer rep from XXXX XXXX XXXX did NOT check the Savings Account, which had fraudulent activity also because it was not checked we did not close it and it remained opened. Since I did not have access to mobile app I was not allowed to see the fraudulent activity until later when I received the statement dated XX/XX/XXXX. By then it was too late and the fraudster made 7 withdrawals of {$500.00}, totaling {$3500.00}. 
XX/XX/XXXX I went to the bank after receiving XX/XX/XXXX statement ( email the digital copy of statement ), I went to branch immediately and closed down the savings. 
XX/XX/XXXX XXXX form Citibank to reach out to merchant, which I contacted with no resolution. XXXX XXXX XX/XX/XXXX First denial letter with Case ( XXXX ) dated XX/XX/XXXX XX/XX/XXXX - Went to a different branch with a helpful customer representative who notarized a letter I drafted and faxed letter to Citibanks Executive Department . 
XXXX A representative from the executive Department called and collected more information regarding this case. Filed and submitted an official complaint Referral Form to the FBI XXXX XXXX XXXX XXXX XX/XX/XXXX Letter from Citibank with another Denial ( please see letter ) ( case XXXX ) XX/XX/XXXX Spoke to fraud dispute department from Citibank and opened up a new case after denial letter dated XX/XX/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 explanation