Consumer complaint received 2022-05-04
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
My citibank checking account has tens if not hundreds of potentially fraudulent 'weird ' transactions with a description that is similar but not identical to the autopay transactions for my citi credit card with the total value being in the thousands. However, those payments do not show up on my credit card. the genuine autopay payments ( which do show up on my CC ) occur on the XXXX of the month, the 'weird ' transactions show up approximately on the XXXX of the month. 
-- -- -- -- -- -- -- real autopay XXXX  payment description : [ XX/XX/XXXX - XXXX XXXX Debit - CITI AUTOPAY PAYMENT XXXX ] fake autopay XXXX  payment description : [ XX/XX/XXXX - XXXX XXXX  Debit - CITI AUTOPAY PAYMENT <long number redacted> XXXX ] -- -- -- -- -- -- -- - There is a similar transaction approximately once a month going back as far as my bank records allow. I called Citibank ( XXXX ) on XX/XX/XXXX and spoke to a representative who told me the 'weird ' transactions were likely a secondary payment to my credit card and that i'd need to talk to a representative for citicard to get more info. I was then transferred to the creditcard help line where the represenative indicated that the transaction didn't show up for my account and that i'd need to investigate it with a represenative from the citibank side of things and transfered me to citibank. I then spoke with a citibank represenative who was also unable to give any more information and elevated me to a supervisor. After explaining the situation the citibank supervisor wanted to do a 3 way call with a citicard representative, after holding once again, the citibank supervisor informed me that he spoke to the citicard representative who was able to find the payments. The supervisor connected me with the citicard representative and hung up. After asking the citicard representative to walk me through the payments they found, it turns out they did not have a record of the transactions. The representative then stated they were unable to get the supervisor back on the line but asked me if I wanted to dispute those transactions and start an investigation so I listed them all off going back until XX/XX/XXXX, the representative said they would submit them for investigation and I hung up. Then at XXXX I called citicard again in order to verify that there was a record of the dispute/investigation. The representative said that there was both no record of any investigation and no record of my calls despite speaking with multi representatives at citibank and citicard and my original call was to citybank. After once again explaining the full situation, I walked through the 'weird ' transactions in order to submit them for an investigation, this time I obtained both a dispute reference number and a reference number for the call. 
-- -- -- -- -- - List of transactions going back to XX/XX/XXXX ( where my ability to review transactions gets cut off ) [ XX/XX/XXXX - {$410.00} ] [ XX/XX/XXXX - {$84.00} ] [ XX/XX/XXXX - {$1700.00} ] [ XX/XX/XXXX - {$590.00} ] [ XX/XX/XXXX - {$340.00} ] [ XX/XX/XXXX - {$320.00} ] [ XX/XX/XXXX - {$42.00} ] [ XX/XX/XXXX - {$480.00} ] [ XX/XX/XXXX - {$99.00} ] [ XX/XX/XXXX - {$460.00} ] [ XX/XX/XXXX - {$93.00} ]

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