Consumer complaint received 2022-12-08
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, my Citibank debit card number and pin was used without my permission. This was the first charge in a serious of multiple fraudulent transactions. My debit card was not lost or stolen, and is still in my possession. The fraudulent charges are as follows : XX/XX/XXXX XXXX XXXX XXXX XXXX, Ca {$8000.00} XX/XX/XXXX XXXX XXXX XXXX XXXX, Ca {$8700.00} XX/XX/XXXX XXXX XXXX XXXX, Ca {$6.00} XX/XX/XXXX XXXX XXXX XXXX XXXX, Ca {$3300.00} XX/XX/XXXX XXXX XXXX XXXX, Ca {$6900.00} XX/XX/XXXX XXXX XXXX XXXX, Ca {$8400.00} XX/XX/XXXX XXXX XXXX XXXX, CT {$6.00} XX/XX/XXXX XXXX XXXX XXXX, Ca {$8100.00} XX/XX/XXXX XXXX XXXX XXXX, Ca {$8100.00} This charge was 2 minutes later XX/XX/XXXX XXXX XXXX XXXX XXXX, Ca {$6.00} returned to the debit card XX/XX/XXXX XXXX XXXX XXXX XXXX, Ca {$6.00} XX/XX/XXXX XXXX XXXX XXXX, CT {$6.00} returned to the debit card On XX/XX/XXXX I noticed the fraudulent transactions when I accessed my bank online. Alarmed, I informed Citibank of the unathorized transaction via telephone. I requested that they shut the card down immediately. This call was on a recorded line. I asked the service agent why I was never notified via text message or phone call about these charges. On XX/XX/XXXX there was {$16000.00} charged in 4 minutes. On XX/XX/XXXX there were 4 charges at 4 seperate XXXX XXXX  that were in different cities. There were charges made at XXXX XXXX in XXXX The agent informed me that my account was not enrolled in Citibank 's fraud protection. They informed me that the charges would be reversed, and they would launch an investigation. 
Five days later on XX/XX/XXXX I recieved a letter from Citibank informing me that they completed thier investigation, and determined I am responsible for {$51000.00}, the entire amount. No explanation was included in the letter. I called Citibank around XX/XX/XXXX to ascertain how they came to this conclusion. The agent informed me that it was the " result of the findings of their investigation. '' I was informed that I can appeal this decision in writing if I am dissatisfied with the outcome. 

On XX/XX/XXXX I recieved a letter from Citibank that they are investigating {$8100.00} of the charges. This contradicts the previous outcome stating I am responsible for the entire amount. I am confused as to why they are choosing only 1 charge instead of the entire amount. 

The electronic transfer funds act protects consumers from fraudulent charges if the bank is made aware within 60 days of the mailing of the bank statements. I alerted Citibank 44 days after the first charge. By law, I am entitled to find out the reason of Citibank 's denial. The reason given was " this was the findings of our investigation. '' Citibank did not enroll me in their fraud protection, and when my account was compromised, they are violating Federal law, and making me responsible for these charges. On XX/XX/XXXX I filed a police report with the XXXX XXXX Police department.

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