Consumer complaint received 2018-11-13
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
An authorized signer on my checking account had their debit card number and PIN number stolen. On XX/XX/XXXX we noticed four unauthorized cash withdrawals from our checking account, even though we have possession of the debit card. The transactions are listed here : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY for {$200.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY for {$41.00} XX/XX/XXXX XXXX Citibank ATM XXXX XXXX XXXX XXXX, NY for {$60.00} XX/XX/XXXX XXXX Citibank ATM XXXX XXXX XXXX XXXX, NY for {$80.00} On XX/XX/XXXX I confirmed with my authorized signer that these transactions were not authorized and I called Citibank to report all four transactions as fraud. They told me they needed to create an inquiry for all four transactions and they would need at least 10 business days to notify me of a decision on the inquiry. I waited 10 business days and on XX/XX/XXXX I called to inquire about the status of the inquiry. The representative informed me that they needed more time to make a decision about the transactions made on the XXXX and that the transactions made on the XXXX were removed from the inquiry by another representative with a note saying that it was some sort of mistake. I was then forced to create another inquiry on XX/XX/XXXX about the two transactions that occurred on the XXXX and asked to wait another 10 business days for a response. 

I tried explaining in my follow up call that these transactions could not have been performed by my authorized signer because they have never been to the locations in the disputed transactions. I also stated that on XX/XX/XXXX my authorized signer had possession of the debit card and that they had made a purchase at XXXX in XXXX, NY on XXXX XXXX at XXXX AM for {$10.00}, and exactly 22 minutes later the first unauthorized transaction occurred in XXXX, NY. This alone was proof of fraud. 

My authorized signer followed up again on XX/XX/XXXX about both inquiries and we were informed that the first claim was denied because their card and PIN number was used at the locations. Again my signer tried explaining that the card must have been copied because we currently have possession of the debit card. They offered my signer a chance to appeal and to provide more documentation but no money was refunded. They also informed my signer that I had already made a second inquiry for the other transactions and that they needed to wait a few more days for a response on those transactions. 

Also, during my original call on XX/XX/XXXX an unauthorized cash withdrawal was made for {$80.00} at XXXX XXXX at a Citibank ATM on XXXX XXXX XXXX XXXX, NY. The Citibank fraud department contacted my authorized signer about this transaction only and they confirmed with her that she didn't make the transaction and this single transaction was refunded. They then expedited her a new debit card.

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