Consumer complaint received 2023-03-01
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:
Today, XX/XX/2023, I tried to use my Citibank Debit Card and it was declined. I proceeded to contact Citibank Customer Service and was informed that my debit card had been blocked to due fraudulent activity. The transaction in question was in the amount of {$140.00} and was made on XX/XX/2023 on XXXX, a store I shop at atleast 1-3 times per week. I regularly even make purchases on XXXX for amounts higher than {$140.00}. At no point was I contacted by Citibank to verify whether I authorized/made the transaction and further, the money was still withdrawn from my account. If Citibank suspected this was fraud why was I not contacted to be notified of the issue and reimbursed for the amount in question under citibanks fraud protection? Further, why did it take Citibank almost 3 weeks to flag a payment as fraudulent? If my card was in fact being used by someone other than me, they would have had ample time by this point to drain my accounts or use my card for other purchases. Again, Citibank never contacted me to confirm whether I authorized the payment, which in fact I did and I would have told them that had they brought the situation to my attention.

The only solution Citibank offered me was to expedite sending me a new card as they stated that my card can not be unblocked once it has been locked. They said as a temporary solution I could go to a Citibank branch and get a temporary card, which does not even work for online purchases.

I informed Citibank, this was not a satisfactory option. I was out running errands when my card was declined and did not have my ID on me so the closest Citibank branch refused to issue me cash. Citibank is literally preventing me from accessing my own money because of the error they made and the clear incompetence of their fraud team.

Further, getting a new debit card is a massive inconvenience. How am I supposed to pay for online transactions until the card arrives? And once it does, I then have to update my payment information with all of vendors/businesses I use on a regular basis.

To make matters worse, this is the second time I have had to replace my card in a month, due to another error on Citibanks side. At the end of XX/XX/2023, Citibank blocked my accounts and only when I called to resolve the issue, informed me that they would be closing all my citibank accounts and terminating their banking relationship with me. This followed after I had opened additional accounts with them a few weeks prior and the paperwork somehow wasnt filed correctly. It took hours of calls and meeting with staff at my local branch to resolve the matter and for citibank to reopen my accounts and issue me a new debit card. 

While it hasnt happened recently I have also had my card declined on multiple other occassions for suspicious activity on small transactions and have had to spend time on the phone with them in order to be able to use my card again. 

Citibank used to be a great financial institution and I have been a client of theirs for 14 years, but their business practices and customer service has severely declined in quality over the past few years. I will most like take my business elsewhere as I am no longer willing to work with an institution that blocks me from accessing my own money and makes the whole banking process arduous and frustrating.

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 non-monetary relief