Consumer complaint received 2021-06-12
Company: CITIBANK, N.A.
State: CA
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:
I received an alert of a XXXX gas station charge with my debit card. I marked no for not authorized and immediately called citibank. I was told the charge went through and my account was pending. I asked what was the purpose of sending an alert if they were going to pay it regardless that i had marked not authorized and immediately sent the alert right back. I was told it would take 10 days to 30-90 days for investigation. Now they alerted me so its obvious they thought there was fraud. I had card blocked and new one sent and requested to speak with a supervisor about getting my money posted back to my account as i needed the money as promised to my landlord. I spoke with a supervisor who told me the same thing as the fraud rep. I explained to the supervisor that citibank failed me in protecting my acct because they paid after i sent no on alert and they obviously thought there was fraud because they sent the alert. I was also told the alert automatically blocks card to prevent further fraud. I asked the supervisor how does citibank allow a XXXX gasoline charge without the person using a pin #. His response was, " I Live in the XXXX and we dont have to use a pin # to get gas and they have an option to use a debit as credit ''. Im thinking if you dont know the importance of a pin # transaction then you truly didnt understand my point as here in Calif, i have never been able to use my debit card at a gas station without inputting a pin and surely not for XXXX. I immediately asked to be transferred to a manager, he says ok but then i request to be transferred to a U.S.manager. Now why does Citibank thinks its okay to send U.S. customers to XXXX phone lines if the banking system is differnt there. I was instead sent to the customer service escalation team, eventhough i requested a manager. After speaking with him, i asked a fraud question that he could not answer. I then asked him if i was speaking to the fraud dept., why as a representative of the escalations team, would he take a call transferred from the fraud dept if he couldnt answer questions related to fraud, what a waste of now 1 1/2 hours in. So he then says do i want to block card. I said the first lady that took my call told me she was blocking the card and sending me one in the mail..i asked if i could pick up in bank and she said no, it has to be mailed. Well she never blocked card and never ordered new card. So the rep in escalation did this. I asked the escalation rep at least 10 times for a manager and he stated his manager prefers not to speak with clients but that he would take my number and have a manager call me in 48hrs. Funny how in the XXXX i was being transferred immediately to a manager but then i asked for one in the U.S. but now speaking to the U.S. citibank, i was refused a manager. Different policies for different countries but i didnt open my acct in the XXXX and policies should be the same. He then proceeded with questions in regards to me filing an investigation and asked will i be willing to make a police report. I told him the police report needs to be on Citibank at this point. He then ends the conversation with, someone from the escalations dept will return ur call. Seriously? You just told me 20 minutes ago my call would be sent to a manager. This bank failed me on numerous issues here and i even asked if they could credit my acct the XXXX so i could pay my rent as i have direct deposit and they could get there money back after investigating. I even told them to send someone to the gas station and look at the video as it wasnt me. He refused and refused to let me speak with a manager. I will close my acct with this circus of clowns!

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