Consumer complaint received 2020-02-24
Company: CITIBANK, N.A.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Who it may Concern : Hello members of the Consumer Financial Protection Bureau. It is with a heavy heart that I would like to formally put in a complaint against Citibank. Citibank essentially stole my money and refuses to give it back. 

On XX/XX/XXXX, an unauthorized charge appeared on my transaction activity. It stated this : - {$1000.00} Debit Card Purchase XX/XX/XXXX XXXX # XXXX CITIBANK , N.A . XXXX XXXX  SD XXXX Immediately I knew this was a mistake. I never use my debit card to purchase anything, so I called Citibank to dispute. 

On XX/XX/XXXX, I put in a claim to dispute this transaction. They said that the investigation can take up to 90 days, but they will provide me with a {$1000.00} provisional credit during the process. Citibank then sends me a letter stating that if the investigation does not rule in my favor, then they will give me a 5 day grace period before they remove the money. If it rules in my favor, then I would just keep the {$1000.00}. Please see the attachment DOC1.ProvisionalCredit.pdf. 

As mentioned, on Friday XX/XX/XXXX I put in a claim. The fraud investigative unit is closed during the weekend, so I expected the investigation to start the next business day. On Monday XXXX, XXXX XXXX, 3 days later, the claim was already closed. They debited the {$1000.00} out of my account, did not provide any letters on why it was closed and the reasoning behind it. When they debited my account, it made my account negative - {$990.00}. 

Since XX/XX/XXXX, Ive been calling Citibank and asked them to provide me letters. I wanted a detailed explanation on why the investigation was closed and why it was closed not in my favor. When I asked them, they did not have an answer for me. In the notes of Citibank, it just appears as Other Debit with no notes. 

This has been escalated to the highest it an go at Citibank, and they still refused to give me the money back. They stated that the transaction in question was used to pay a Citibank Credit Card ( which I do not own one ) or it was used to pay a Citibank Loan ( which I do not have ). 

They said that they were going to email the merchant directly and will wait for a response. I wanted all the detailed merchant information so that I can contact them myself and dispute the transaction. They refused to give me that information as well. 

While I was disputing this, I also received a THREATENING letter from Citibank stating they will report me to Consumer Reporting Agencies if I didnt put money back in there within 15 days. I was scared that this was going to affect my chances of getting business financing in the future. I felt bullied to pay this. Please review the highlighted portion of the second page on attachment DOC2.ThreateningLetter.pdf. 

After I put the money back into the account, and after I sent in 2 appeals, Im still getting no where with them and I feel like I just gave them {$1000.00} that I can not afford to lose. 

Citibank has broken their promises with me. They closed the claim without an investigation and went back on their word on the provisional credit. Then they bullied me into putting more money into the account. Furthermore, they made a number of promises that they will send me a letter within 10 days regarding this. The 10 day mark came and went many times as I called and requested it many times. 

I really need your help. I do not know what steps to take next. They are not getting back with me and it has been over 2 months since the claim was closed. 

Please help me. I will provide my Citibank information below. 

Executive Response/Dispute Unit XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Fax : XXXX Citibank Reference Number : 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