Consumer complaint received 2022-01-22
Company: CITIBANK, N.A.
State: IL
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:
This is in relation to my dispute number XXXX filed with Citibank on XX/XX/XXXX for 23 unauthorized transactions, totaling {$2200.00} made between XX/XX/XXXX and XX/XX/XXXX on a lost/stolen Citibank debit card. The transactions were reported to Citibank on XX/XX/XXXX XXXX CT, within 10 mins of learning about the transactions from a Citibank text alert at XXXX CT. Full details of the timeline below. 

I received a physical letter from Citibank dt. XX/XX/XXXX informing me that I am responsible for all the transactions. I have since made three attempts to follow up on this case over Citibank service numbers ( provided in the communications ) on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and have not received any additional details. Continuing this effort, I am hereby requesting the team via this fax message to re-open the case and review the information again. In addition, please include in the investigation two other unauthorized transactions on the same card, which were posted on my account on XX/XX/XXXX ( details in the timeline below ), bringing the total number of unauthorized transactions on the lost/stolen debit card to 25, totaling {$2300.00}. 

Full timeline of events around dispute number XXXX, reported by XXXX XXXX XX/XX/XXXX, XXXX CT - I received a text message from Citibank checking whether I made a transaction on my Citi Debit card on XXXX. I immediately replied No and realized that my wallet had likely been lost/stolen. I had not realized this loss till that point, since I use my debit card only for withdrawing cash and primarily rely on XXXX XXXX for any credit card transactions. Both these facts can be verified on my statements. I checked the account linked with debit card to find 22 unauthorized transactions posted on the account and 1 pending transaction all made on XXXX ( which does not require a PIN ) using my lost debit card between XX/XX/XXXX and XX/XX/XXXX. 

XX/XX/XXXX, XXXX CT - I called Citi Fraud Dept XXXX on XXXX ( per instructions in the aforementioned text message ) to report the loss of my card and the unauthorized transactions. I identified all 23 transactions for {$2200.00} ( including the pending transaction for {$130.00} ), was provided the dispute number XXXX and was informed that a new card would be dispatched. 

Nov 22-23 2021 - Even after reporting the loss of the debit card, the aforementioned pending {$130.00} transaction posted on my account linked to Debit card, in addition to two other transactions ( also using debit card on XXXX ) bringing the total to 25 fraudulent transactions and {$2300.00} stolen from my account. 

XX/XX/XXXX ( Can not the recall exact date ) - I found the physical letter from Citibank dt. XX/XX/XXXX indicating that you are responsible for the charge ( s ). This letter was addressed to XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX, which was my previous address, which has since been updated on my account. 

XX/XX/XXXX XXXX CT - I called XXXX ( per instructions provided in the letter dt. XX/XX/XXXX ), and after 44 minutes, was told on a recorded line that the detailed report of the investigation will be sent to me via physical mail as well as the secure message center on my Citi account. 

XX/XX/XXXX - In order to explore additional avenues to address the unauthorized charges, I filed a report with the XXXX police department ( report number - XXXX ) with my best guess of when and where the card may have been lost/stolen, along with details of my conversation with Citibank about the {$2200.00} worth in unauthorized debit card transactions. 

XX/XX/XXXX XXXX CT - Since I had not received any of the documents I was promised on XX/XX/XXXX, I called XXXX ( same Citibank call center as XX/XX/XXXX ) and after 42 mins was told on a recorded line, that the systems were undergoing maintenance and you should call back later or fax the fraud team on XXXX for details. 

XX/XX/XXXX XXXX CT - I called back to XXXX ( per XX/XX/XXXX text message ), and after 40 mins, was told on a recorded line, that the systems were undergoing maintenance and you should call back after XXXX ET on XX/XX/XXXX or fax the fraud team on XXXX for further investigation. 

XX/XX/XXXX - Sent a fax message with full details of the fraudulent transactions, along with two new transactions mentioned above that happened after the original report on XX/XX/XXXX, requesting them to re-open the case/ Requested resolution I believe I am protected from being liable for the whole amount under the Fair Credit Billing Act ( FCBA ) and the Electronic Fund Transfer Act ( EFTA ), considering : - I reported all transactions as well as the loss of my debit card within 10 mins of realizing/learning about the transactions on XX/XX/XXXX ( please see full timeline below )- All transactions were made on a lost/stolen debit card on an online channel that does not require the use of a PIN- I have since continued to follow up on this investigation through various channels including three phone calls to Citibank and a XXXX Police department report XXXX and dt. XX/XX/XXXX. 
Per these protections, I believe my liability should be limited to {$50.00} ( for cases reported within 2 business days after you learn about the loss or theft ). I request Citibank to return a minimum of {$2200.00} ( total unauthorized value less {$50.00} ) to the checking account at the earliest. I also request that any communication be made via phone call and secure messaging on Citibank, in addition to being sent over physical mail to current address on my account ( also mentioned in my signature below )

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