Consumer complaint received 2017-05-11
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The most unpleasant, unfair experience with my financial institution,  Citibank. I n early  XXXX   XXXX  i received my bank statements for  XXXX  and  XXXX   XXXX . I noticed multiple charges on my statements that did not make any sense to me, on  XXXX   XXXX ,  XXXX  i went into my loc al Citibank bra nch and went over my statement periods that were mailed to me with the branch  manager a t the time which was  XXXX   XXXX , and we filed a fraudulent claim with the fraud department. I was told by th e manager that  the fraud service unit will be contacting me  XXXX   XXXX ,  XXXX  between the hours of  XXXX . Never received a call so went back to the branch about  2 w eeks later to talk to the  manager a nd see what is going on and he wasnt there. went in again about a week later and he was there, when i spoke to him and explained that the fraud service unit has not tried calling me nor did they call on the day they said they would, his response to me was " they must be working on the investigation they will contact you if they need anything. '' I said  ok.   Two  months later i get a call from a lady saying my account was ovedrdrawn a few  hundred do llars and the account is going to be closed while talking to her i explained that i have a fraudulent claim in action right now how can that be? She looks up my information and tells me " i dont see there being a fraudulent claim filed. '' With working and moving and helping out my sick father, many months passed me by.   Went back to the branch  XXXX   XXXX ,  XXXX  and explained to the ne w manager what happened and we went over my statement periods that  i was claiming and the total added up to {$29000.00}. Immediately  Branch manager and I started filing my fraud cl aim right away. Then the person from the fraud department says he will contact me the next day, he never did. He contacted me 2 days later which was  XXXX   XXXX ,  XXXX . He tells me that the cu rrent manager of the bank now said there was close to {$64000.00} dollars  fraudulent taken and i explained there was not that much fraudulent taken, i was asked how much did you come up with and i said around {$29000.00}.  XXXX   XXXX ,  XXXX   manager said we  need to open up an account for you so they have somewhere to start dumping the money into, so we opened up a simple savings account, few days later that account was closed not to my knowledge nor the branch managers knowledge. Now the fraud department tells branch  manager on the pho ne that we are going to send him a check in the mail for the amount of {$16000.00} dollars. Waited and checked the mail for  2 w eeks and nothing, left messages for fraud dept. no return calls. Went back to the branch again and ha d manager get hold of fraud department and they said  its out of our hands, have to take it up with the dispursement department so now i leave this guy multiple messges finally calls me back and tells me there is no check being mailed to you do to the amount of time that passed, i explained i originally filed my claim back when i was suppose to but nothing was done on citibanks end when i was made to believe there was and then the first  manager all of sudden is no longer working for citibank something doe snt smell right. The last letter i got from citibank was received on  XXXX   XXXX ,  XXXX  and it states after final adjustments were made you will be due an amount of {$200.00} and that will be mailed to you in a form of a check. we now consider this investigation complete. I was never informed about being able to have an Ombudsman associate help out with my claim. The branch that is giving some of the problems located at  Citibank   XXXX   XXXX   XXXX   XXXX , Ca  XXXX  People involved are : Citibanks  First Branch manager   XXXX   XXXX   Citibanks cu rrent  Branch manager   XXXX   XXXX   XXXX  Citibanks disbursement department  XXXX   XXXX   Citibanks fraud de partment  XXXX   XXXX   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