Consumer complaint received 2020-04-09
Company: CITIBANK, N.A.
State: IL
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:
I have multiple issues on different dates with different amounts. a family member made a unauthorized purchase with XXXX with my bank debit card XXXX for {$54.00}, i immediately contacted the bank i have an account with on XX/XX/2020 and informed them of the charge and explained to them i did not authorize debit card transaction. the lady i spoke with in the dispute department was rude and told me that i will have to fill out documents explaining the dispute in detail. XX/XX/2020 i received a credit of XXXX from my bank citi bank and have yet to receive documents in the mail regarding dispute. as of XX/XX/2020 i received a letter stating my dispute has been opened and they are starting investigation. fast forward i received a letter in the mail dated XX/XX/2020 that there was insufficient evidence to conclude that the the charge was unauthorized and the bank debited my account and overdrafted my bank account. i never received the documents that was supposed to be sent explaining my dispute. when i contacted the bank, they stated i can appeal i asked the how does the process works as far as an investigation, whats the steps and the process no one could give me an answer - i asked what information was given from merchant to conclude the investigation- from my undertanding an unauthorized charge is fraudulent so what is the process how did the bank come to that conclusion, once again no one could give me an answer. i was just told to file an appeal and i would get a response in 48hrs from the time appeal was received. i faxed over documents XX/XX/2020 and called the bank XX/XX/2020 for a status of my appeal, the rep was confused and stated they dont have any doc from me via fax - i confirmed fax number and case number rep confirmed it was correct and placed me on hold and then rep stated they have received it i will be getting a response later that day or on XX/XX/2020 -- as of XX/XX/2020 i contacted them again -- no one could locate my documents and transferred me to a manager named pXXXX she pretty much talked to me like i was dumb and not knowledgeable and stated it takes 10 business days from the date they received documents and stated they don't have any docs from me -- i explained to her i have a confirmation letter that the fax was sent @ XX/XX/2020 XXXX XXXX. she stated that the reason the dispute didn't go in my favor is because the merchant never responded to them and then i asked her at that point the dispute should have went in my favor. so i asked her how does the process go if i'm the consumer and i'm calling you to tell you i didn't make this transaction that should be the end of the discussion just send me a new card and freeze my account if you have to her response was well you only have a debit card with us and those charges are treated differently while i had her on the line i had another dispute in progress with a different merchant for the date of XX/XX/2020 which i believe should be fraud. i had an arrangement with XXXX 3rd party collection agency that was cancelled as of XX/XX/2020 due to me being laid off due to covid19 and that i never received anything in writing from the company with the dates and dollar amounts as discussed, i called XX/XX/2020 to to cancel arrangement and i was told they will cancel all future pending payments. XX/XX/2020 a payment of XXXX was debited out of my account from the merchant i tried to reach out to the merchant that day and i couldn't speak to anyone i believe they are shut down due to covid 19 i called my bank that day to dispute charge. fast forward to XX/XX/2020 while i had XXXX on the line she stated that i authorized transaction by giving my card info, i explained to her again that i did not authorize that payment as of XX/XX/2020 on a recorded line and the payment was not supposed to be debited XX/XX/2020 i felt like a criminal being charged a crime when im a consumer. i told XXXX that citi was supposed to keep my money safe at this point what is the purpose of having a bank account with citi bank if every time i dispute a charge i get treated as if i'm the one who is commiting crimes. she stated yea i know its confusing and again you only have a debit card with us you don't have a real bank i stated i have a checking account number as well and she then told me that i will have to fill out docs that would be sent to my home. i asked her are you sure they will be sent out because i never received the documents for the dispute i'm appealing now. she stated how i could print the docs myself and fax them and that it could take up to 180 days. i feel like i commited a crime when i'm the victim and the dispute department needs to treat people as if they were wanted to be treated

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