Consumer complaint received 2022-01-17
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have attempted to resolve this with their fraud and disputes departments and their executive committee to no avail. 

They refused based on the fact that I indicated that my debit card never left my personal possession as though they had never heard of hacking or remote capture of card information and because the withdrawals matched the patterns and amounts of my customary withdrawals ( even though Ive never been to either place in my adult lifetime and XXXX ( not to be confused with the XXXX census designated area where I actually stopped, an is over XXXX miles from XXXX ). They ended by stating unequivocally - and rather arrogantly - that their chip could not be counterfeited, but even a cursory search indicates that this is disingenuous. I am sure that they must be aware of XXXX Cloning and other ways their cards can be compromised. Most of all I am insulted by the implication that as a customer of over 10 years I would file a fraudulent claim for {$350.00}. 


Dear Citibank : I wish to protest and appeal your decision to decline restitution for the fraudulent transactions Citibank allowed to take place on my account. 

I dispute Citibanks decision to release the funds, flag the transactions as suspicious, and then notify me of said transactions, after the fact. In the past, Citibank has declined such transactions, then verified with me that they were authorized attempts. I believe the latter would have been the reasonable and prudent course of action in this case. 

The chain of events is as follows : On XX/XX/2021 I was on my way home from a day-trip to XXXX XXXX XXXX I stopped in XXXX. I withdrew {$60.00} from an ATM there. I believe this is where my card information may have been somehow captured : XX/XX/2021 ( AUTHORIZED ) Cash Withdrawal XXXX # XXXX Non Citi ATM XXXX  XXXX XXXX Transaction Date XX/XX/2021 XXXX PM XXXX Posted On XX/XX/2021 Transaction Type ATM Withdrawal - {$63.00} {$630.00} I returned home on the evening of the same day. I DID NOT subsequently visit the following locations, nor make the following transactions : Four FRAUDULENT totaling {$350.00} : XX/XX/2021 Debit PIN Purchase XXXX XXXX XXXX XXXX XXXX Transaction Date XX/XX/2021 XXXX PM XXXX Posted On XX/XX/2021 Transaction Type Debit Card Purchase Card Number Ending XXXX - {$100.00} {$140.00} XX/XX/2021 Debit PIN Purchase XXXX XXXX XXXX XXXX Transaction Date XX/XX/2021 XXXX PM XXXX Posted On XX/XX/2021 Transaction Type Debit Card Purchase Card Number Ending XXXX - {$75.00} {$260.00} XX/XX/2021 Debit PIN Purchase XXXX XXXX XXXX XXXX Transaction Date XX/XX/2021 XXXX PM XXXX Posted On XX/XX/2021 Transaction Type Debit Card Purchase Card Number Ending XXXX - {$75.00} {$190.00} XX/XX/2021 Debit PIN Purchase XXXX XXXX XXXX XXXX XXXX XXXX Transaction Date XX/XX/2021 XXXX PM XXXX Posted On XX/XX/2021 Transaction Type Debit Card Purchase Card Number Ending XXXX - {$100.00} {$90.00} I am an elderly man on a fixed income. I can not afford to casually shrug off the loss of {$350.00} as Citibank has apparently shrugged of their fiduciary duty toward me. Please reconsider your ill-advised decision. I am very upset! 

Yours Truly. 

XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX 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 monetary relief