Consumer complaint received 2022-10-06
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dispute email sent to Citibank below that is besides all the different calls I also ready made to Citibank fraud deparment Customer Name : ( XXXX XXXX XXXX XXXX ) Customers address and phone number : XXXX XXXXXXXX XXXX XXXXXXXX, FL XXXX, Phone XXXX or XXXX On XX/XX/XXXX I noticed that multiple debit card fraud took place in my account in a total of over XXXX in fraud debit card transactions from XX/XX/XXXX through XX/XX/XXXX. I opened a dispute case with the Fraud department case number XXXX on XX/XX/XXXX to find out a month later on XX/XX/XXXX that the dispute department did the dispute incorrectly and the person who did the dispute never added all the items that needed to be disputed. I then also found out that only XXXX transactions can be disputed per case and that the dispute department would need to create several new dispute cases to dispute all the items that weren't done incorrectly back on XXXX XXXX Ridiculous. Additionally every time have contacted the dispute department, on top of having to go thru the security of identifying me several times, and needing to example again and again what has taking place once I start to talk to a Dbc fraud department representative and they realize how much work they need to do to create my dispute they keep on hanging up on me. If this continues to happen I will be calling a lawyer to address this ridiculous situation. I have already emailed XXXX  and put a complaint. My original case number back on XX/XX/XXXX is XXXX. Super upsetting. 

From XX/XX/XXXX through XX/XX/XXXX I have spoken to in the fraud department - XXXX, XXXX ( supervisor ) XXXX, Love ref call # XXXX, XXXX XXXX XXXX id # XXXX, XXXX, XXXX, and XXXX XXXX Id # XXXX. XXXX was the only good employee there who was able to identify that issue and how the first person that created the dispute back on XX/XX/XXXX XXXX did not include all the transactions that needed to be disputed. XXXX then told me that he would need to create several dispute cases since the system only allows XXXX transactions sto be disputed at a time and my account had over XXXX of items that needed to be disputed from XX/XX/XXXX to XX/XX/XXXX. XXXX created XXXX additional disputes from XX/XX/XXXX to XX/XX/XXXX Case # XXXX and XX/XX/XXXX to XX/XX/XXXX case number XXXX, but when he started to create the XXXX to XX/XX/XXXX dbc transaction dispute we again got disconnected. I then again had to call Citibank fraud department, go thru again the security questions, again explain everything that had happen to my account since my last dispute on XX/XX/XXXX and where I left at with the last dispute representative, to got representative XXXX than find out that the dispute department system was not working well. I asked to speak to a supervisor and got XXXX id # XXXX who stated she will dispute all items XXXX by XXXX and give me several case numbers for those items. I also asked to expedite the process since I did not want to wait another 90 days from today to get a resolution for my dispute when the 90 days should have started back on XX/XX/XXXX. At this time I am extremely upset and if this is not done correctly I will be looking to hire a lawyer for all the pain I have gone through just to put a dispute correctly in my account. 

Sincerely 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 explanation