Consumer complaint received 2023-03-25
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a new Citibank Savings Account on XX/XX/XXXX, via the online application process ( see the confirmation email attached ). 

I did not receive my debit card in the mail so I contacted Citi to inquire about the pin for my account, as it was supposed to arrive in a separate mailing and it never came to my mailbox. I was also unable to link my new savings account to my existing Citi credit card account, so I could not access my account online to make my initial deposit into this payment account. Citi agreed to resend my debit card on XX/XX/XXXX ( see attached email confirmation ). 

I called Citi again on XX/XX/XXXX, at XXXX XXXX to inquire again about the missing pin and they were able to assist me in setting one up over the phone. I had received my physical debit cards in the mail to my home USPS address on this day and so I finally linked my new savings account to my existing Citi credit card account and made my initial payment deposit of {$1200.00} online. 

My deposit was shown on my Citi Savings Bank Statement as being placed by a Teller at XXXXXXXX XXXX on XX/XX/XXXX, for my previous day 's online deposit ( See attached bank statement ). 

On XX/XX/XXXX I received two emails from Citibank stating that my debit card was now unlocked and activated ( see attached emails ). 

On XX/XX/XXXX, my statement shows that a cash withdrawal was made from my savings account at XXXXXXXX XXXX for the exact same amount as my initial deposit- {$1200.00} ( See attached bank statement ). I did not make this withdrawal and was unaware it had happened until I checked on my account online two days later to discover it. 

When I found the withdrawal online on XX/XX/XXXX, I was still in possession of both of my debit cards and had still never received the pin letter via USPS. I called Citi at XXXX XXXX and spoke for 32 minutes to report this fraudulent event and try to resolve it. I was told that an investigation would be started and it may take up to 10 business days until I hear back from Citibank with any update. 

I called Citi again on XX/XX/XXXX and spoke for 27 minutes because I had not received any communication from them online, via email or through USPS. The Citi agent I spoke to found that my zip code was incorrect in their system ( showing XXXX ) instead of my actual zip of XXXX. He corrected this and requested that a letter immediately be resent to me from Citibank via USPS, informing me that I must sign it within 10 days to confirm that I want to pursue this fraud investigation and that I am being completely honest in my statements. An email with my confirmed zip code address is attached. 

I did receive the letter from Citibank via USPS, immediately signed the paperwork on XX/XX/XXXX, and returned the stamped mailing to Citibank in the next day 's XXXX mail pickup from my home. See attached Statement of Unauthorized Use ( accidentally dated XX/XX/XXXX instead of XX/XX/XXXX ). 

On XX/XX/XXXX, I received a letter from Citibank dated XX/XX/XXXX, stating that my claim was declined and found not to be fraudulent. ( See attached letter ).

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