Consumer complaint received 2023-08-08
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:
To Whom it may concern regarding CitiBank Case # XXXX, Claim Number XXXX On XX/XX/2023, {$4800.00} dollars was withdrawn from our checking account without our consent. After calling Citibank as to how this had happened, it appears someone had walked into the Citibank in XXXX NY, a place neither myself or my wife had ever been, and withdrew the funds from our account via the teller. An investigation was launched we received a letter stating that the claim had been denied. 

We appealed the decision. I first went to the 1st police precient in XXXX were we live and was told that since the theft happened in XXXX and is a grand larceny case my best bet was to file a police report there. I went to the XXXX police department and filed a police report and then to the Citibank in XXXX to talk to the manager. He said it was good we filed the report because now we can subpoena the footage and the card reader device to see the card used. My card never left my wallet. 

I spoke to the fraud investigation dept again letting them know I had filed a police report with which I had emailed to XXXX. I had to keep making investigators aware of the emailed report since they never know anything about it. The agent I spoke to found the email and asurred me if would be sent to the agent investigating our claim. 

My take on what has happened. 

My card was going to expire at the end of XX/XX/2023, a new card was most likely sent in the mail but we had moved so the new card went the old address and was intercepted by a fraudster. How they were able to gain my pin I dont know, I can only ascertain they were able to reset it Online or via a phone call with Citibank XXXX Bottom Line they were able to reset the pin via CitiBank The agent I spoke to this time said this was new and good information and that he would pass it along to the investigator and I would here back via a phone call. I never heard back... so I called and was told we have been denied again for the same reason. 

I again called to appeal and added subsequent information that could be applied to the investigation and again was given lip service about the new and relevant information that could help and I would receive a phone call within 24 to 48 hours never receiving a phone call. 

7 days later I received the same letter of denial only with a different date on it. its very obvious that no further investigation was ever done or is ever done. 


I have come to find out that Citi has a terrible reputation on reimbursing their customers that get scammed. We have been with Citibank for almost 30 years and have put millions into the bank via our paychecks and a home equity loan. 

The next step for us is to get a court ordered subpoena for the video footage and card reader from the XXXX NY CitiBank branch via the attorney general of NY State. 

CitiBank Case # XXXX, Claim Number XXXX Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX # XXXXXXXX XXXX XXXX, NY 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 explanation