Consumer complaint received 2019-03-05
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:
Dates of Transactions : XX/XX/XXXX at XXXX ( {$2000.00} ), XX/XX/XXXX at XXXX ( {$2000.00} ) XX/XX/XXXX at XXXX ( {$1000.00} ) XX/XX/XXXX Debit card was used at a XXXX Oil in the amount of {$13.00} XX/XX/XXXX : at XXXX ( {$2000.00} ), at XXXX ( {$1000.00} ), at XXXX ( {$2000.00} ) Unauthorized Checks deposited : XXXX and XXXX On XX/XX/XXXX around XXXX I was riding on the city bus from the mall to get home and as I exited the bus and started walking, I realized that my wallet and my phone were missing. I tried to get the attention of the driver to stop but it was too late to do anything so I asked to borrow the nearest persons phone to call the police. The police that arrived informed me that there was nothing he could follow up with due to the fact it happened on the bus and it had left. I was told id have to get a replacement for my phone and any possessions that needed to be replaced so I filed a claim with my phone company first to get a new phone as soon as possible and waited a couple days to login in the XXXX mobile to report my card stolen. This is the first time Ive dealt with fraud and I didnt know how to go about getting the situation handled at first because I was in shock that it had actually happened to me. I made the wrong judgment call by not reporting my card lost as soon as it happened but like I had stated before to the bank, I recalled locking my bank card on the XXXX XXXX XXXX and XXXX think my account was gon na get touched. Ive had my account since XX/XX/XXXX and even though I do normally withdraw money out here and there, I still end up with a good amount of money left in my account with no intent to mess that up. I have never went to the ATM to withdraw no more than at least XXXX out my account, and my bank statements show the activities that the bank keeps stating is consistent activity that usually occurs when I know whats been used and how Ive handled my money. What I dont understand is how the suspect/suspects were able to access my money and deposit two checks on numerous day when the bank shouldve been block the transactions at the first signs of any unusual activity. I know my rights as a customer at a bank that I trusted to look out for their customers and its unfair that Its getting resolved in this way. I feel like its not being taken in consideration enough just because my PIN and other information was used, which I stated the reasons why my account wouldve gotten accessed. When I made a claim with the bank the first time around they informed me they were gon na help me resolve the matter and credit my account while investigating the situation, but ended up with the result that it was cancelled because they couldnt get in contact even though, I provided the representative with my new number when I made the claim and had It updated. Ive been getting mislead by the bank for a month and some days now, with the understanding that they were going to help but the bank isnt going out the way to conduct thorough investigation. Im a victim of fraud thats wrongly being accused and held accountable for transactions that the banks trying to make me be accountable for, and Ive had to make at least 6 claims that got either denied or cancelled with deceitful results. I have checks with my signature and the signature of the checks that were deposited in my account for proof and I even went out my way to get any other documentation needed to clear my name to get the matter cleared up only to get the outcome that I received. I was told by one to many representatives or supervisors from the bank that I was to get my money credited and the matter resolved and even waited a couple days just so they could deny the claim again. Fraud happens to many people in a whole lot of ways that I could understand why suspicion of the account holder would come to question, and a lot of victims get blamed and have to suffer the consequences because the banks or companies refuse to cooperate and do the extensive research needed or they just dont want to care enough to go out the way. I dont know how the suspects involved couldve gotten ahold of any other information needed to access my account but the reasons I told the bank, and I informed the bank numerous times that my phone and wallet were taken and had reasonable information in it that theyd most likely get ahold of to get the access needed. I have XXXX so I struggle with short-term memory and I write my information in my phone and in my wallet but it doesnt mean Im negligent or gave permission for anyone to touch my money in my account. I refuse to give up the matter and let the people actually involved get away. I want the people/person caught and to get prosecuted for the inconvenience caused because its just not right that I have to suffer like this. The bank is being inconsiderate in not thinking how Im being affected from this by just jumping to conclusions. Any footages from the places that any of the transactions stated occurred can be used to get more out of the investigations being done. Im asking that my frustration be understood as I have been borrowing money to get by and have had to push all my bills back. Ive patiently cooperated with the bank but Im also frustrated from waiting numerous times on getting this matter appropriately resolved.

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