Consumer complaint received 2023-07-05
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am contacting this company, Citibank, N.A., regarding a claim issue that has not been resolved for over three weeks now. The issue at hand has been fraud in the amount of {$2300.00} that occurred on XX/XX/2023 and XXXX I noticed that the fraud took place I contacted Citi, Citi advised XXXX wait until the transaction has posted and then contact them back so they can open the fraud claim. I then waited and contacted Citi. The agent I spoke with was very condescending and sounded like she was accusing me of lying. She kept emphasizing that the police will be involved but I told. her they were already involved as a report was filed. Nevertheless, the claim got filed. Days later the claim got denied, even though I provided valid information and what was asked for.I then had to appeal the claim. The agent I spoke with asked for a police report at which I told. 
her it should have already been included, she said it was not and asked for it and I asked if there is a way for me to send over the documentation she said no there is no way, she would just need police report number and department name / contact. I gave that to her and she advised not to worry my funds will be retrieved. I then called again, and the agent stated they needed documentation I told the agent what the previous agent said, and they said that is not true and they have a fax number for the documentation. For one, I am already being lied too and mislead and being condescended for reporting this fraud. I then sent the documentation over to the fax and then waited. Days later again I was told the claim was denied no one was able to provide why as I have stated I sent over what I was asked for and then the agent told me that the documentation was not attached to the case that is why it was denied. For the THIRD time, another case has been open. I have escalated this issue to XXXX, CFPB and Citibank headquarters. Again no one is doing anything gives generic responses. That is {$2300.00} of my money that has not been retrieved like I was told. I have been in communication with the financial crimes bureau and the county police at which they have stated the bank IS responsible for reimbursement. I am not the only consumer of this bank that they do this to.They state they protect against fraud, and you are not liable for unauthorized charges but then turn around and do not adhere or recover for you. The company on this date, XX/XX/2023, responded to my complaint on CFPB but with again another generic and late response which stated a third claim was opened on XX/XX/2023 and they are working on it. This response was late and not at all the solution to anything as the third claim was denied on XX/XX/2023 so that again was not true. I was advised by the governing financial institution that I can proceed to escalate this situation legally as I have attempted all matters to resolve this issue and Citi is not giving any resolution. All documentation and communication will be provided. Arbitration has been filed, if this matter gets resolved arbitration will be withdrawn.

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