Consumer complaint received 2020-11-24
Company: CITIBANK, N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This text is a complaint about the activity by Citibank Client Services ( CCS ) from XXXX XXXX, Texas. This Citibank unit is attempting to commit a fraud for {$2000.00}. The transaction of {$2000.00} was added to our account, despite an overwhelming evidence that it did not take place. Even though XXXX employees have full access to Citibank records and to bank regulations, they provided fake information and disregarded Citibank regulations explained in the Citibank XXXX XXXX. 
On XX/XX/2020, Citibank has added an unauthorized and illegal transaction for {$2000.00} to our regular checking account. The transaction was not authorized by us and it is illegal because our account had only {$30.00} deposit without an overdraft protection. Furthermore, the transaction looks very suspicious, namely it is a cash withdrawal at ATM ( but without providing any ATM location ) and it is connected to the global transfer ( described by a date and 4-digits matching our previous transfer ). Despite an overwhelming evidence that this transaction could not and did not take place, the XXXX office ignores these facts and sent us fake and misleading data. 
Let me explain in detail. The transaction was added in our bank record on XX/XX/2020. Our evidence, out of bank records, proves that the cash withdrawal at ATM was impossible for at least XXXX reasons. First, we ( my wife and I ) do not have active banking cards. Second, our regular checking account had on that day only {$30.00} ( bank security system should have blocked this transaction ). Third, the Citibank has a daily limit of {$1000.00} ( triggering automatic blockade ). How it is possible that suddenly all these protective mechanisms failed on XX/XX/2020? The conclusion is rather simple as this is a fake transaction and it never took place! 
The final evidence was provided by the Citi XXXX XXXX office. The employee from this office, named XXXX, confirmed to us that there was never any international transfer made from our account on XX/XX/2020 ( see attached transcript ). To make sure we asked XXXX to check twice, and she confirmed that neither international nor other type of transfer occurred on XX/XX/2020. Since Citibank does not have any records of XXXX XXXX on that day, the transaction never took place, and no real money was involved. 
We asked the XXXX office for the evidence of transfer on XX/XX/2020. Surprisingly, the employee sent us a response on XX/XX/2020 including a copy of our global transfer of {$2000.00} made by us two days earlier on XX/XX/2020. This transaction on XX/XX/2020 was made with money we transferred from another bank, and it was supported by three documents ( an email to confirm our identity, a request for transfer, and then a receipt of transfer ). The XXXX office simply ignores facts as explained by XXXX. 
We also asked the XXXX about the cash withdrawal from ATM. The XXXX response dated XX/XX/2020 was as follow : Our records indicate that these withdrawals were made from your account with your Citibank Banking Card. In an explanation, the Citibank claims that Both your Citibank Card and Personal Identification Number were required to perform these withdrawals. Furthermore, the bank explains that The activity appears to be consistent with your normal banking activity. Again, the XXXX  completely ignores the fact that our cards were never activated, and therefore they could never be used. How this is possible that crucial facts such as inactive cards, lack of transfer, lack of funds, inappropriate bank security are totally ignored by the XXXX  office? Do they know that fabricating fake data is highly illegal?

We also politely indicated to XXXX  office at the Citibank XXXX explained in the Citibank XXXX XXXX of the following rules : if you think that a transfer or withdrawal shown on your periodic statement is incorrect, or if you believe an unauthorized transfer or withdrawal has taken place, including those made by card code, or other means, contact us as soon as you can. By contacting us you will not be liable for unauthorized transfers or withdrawals. We informed the bank on XX/XX/2020 about this unauthorized/illegal transaction of XX/XX/2020. Our cards or any other information were not stolen. The most important fact is that we did not have active cards. The manual says that the bank is not allowed to overdraft an account over the deposited amount and we had only {$30.00}. We also did not have any overdraft protection.

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