Consumer complaint received 2020-01-06
Company: CITIBANK, N.A.
State: NY
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:
On XX/XX/XXXX I was contacted by Citi Fraud Department alerting me to possible fraudulent activity on my account I was asked when the last time I used my Debit/ATM card to which I replied that I used it on XX/XX/XXXX to withdraw cash from a Citi ATM in XXXX NY. 
I was then asked if the card was in possession to which I replied that I assumed it was as I usually place it in a compartment in my car. I was not nearby my card and therefore could not go an check if the card was indeed there. I asked the representative if the fraudulent transactions were done using the actual card and the representative replied that it was not necessarily the case. We went over the transactions ( listed below ), and when I stated I did not recognize them, the representative said that the chares will be redeposited onto my account. My card was disactivated and I requested a replacement card with a compete new number to be mailed out to me immediately. 
On XX/XX/XXXX, I was contacted again by the Citi Fraud Dept. and I was stunned when she accused me of having the card in my possession. I stated to the representative that I could not find my card anywhere and went on to look for it again while she was still on the line. She insisted that these purchases were made using the actual card and I told her that the card either was stolen or I lot it after withdrawing the cash on XX/XX/XXXX. I went on to explain that I rarely make purchases using the debit card, let alone in such frequency as when the fraudulent activity took place. I added that I was at work, in XXXX XXXX, NY at the time of purchases in question. The rude representative was extremely impatient and said that the fraud department was going to make a determination within 10 days. 
I walked over to the branch in XXXX, where I last used my card and asked the manger how I could get a hold of the ATM machine footage to see if I might have let the card in the slot and someone had picked it up. The manager said he was not allowed to release such footage due to confidentiality issues and added that the Fraud department could make such request. I contacted the Fraud dept and was told that such requests aren't made and that they weren't authorized to do so and that it was up to the branch manager 's discretion to release such material. 
I was stunned to learn that Citi withdrew the money back out of my account to pay the vendors involved in the fraudulent activity following the determination that I had the card in my possession at the time of transactions and therefore I was to be held accountable for the charges. I contacted the Fraud department yet again, explaining that I did not have the card in my possession and that they should ask request footage of the chip swap from the vendors, but they brushed it off. 
On XX/XX/XXXX, I spoke to the Fraud department, asking to speak to a supervisor but I was told I had to send an appeal letter I order t reopen the case as it has already been resolved, and not in my favor. 
I will send the appeal letter but I am filing complaint against Citi, with the CFPB, as I do believe that I have been mistreated by the bank of which I have been a client for over 20 years. I expect my bank to protected my funds but unfortunately has failed to do so. 
The following are the unauthorized transactions that Citi paid to the vendors : $ XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) $ XXXX XXXX XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) $ XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XX/XX/XXXX ) $ XXXX XXXX XXXX XXXX NY ( XX/XX/XXXX ) The following charges were redeposited onto my account on XX/XX/XXXX following initial conversation with Citi fraud rep but are ALL pending withdrawal by Citi back to vendors XXXX $ XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX $ XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX ( XX/XX/XXXX )

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 monetary relief