Consumer complaint received 2023-09-11
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
This is an updated/revised complaint from one previously submitted. 

I received a call from the Citibank executive branch on Tuesday XXXX because they were made aware of a consumer finance complaint by me and are required to call. I was told that the subpoena I had mentioned in the letter was important to the case. I called the XXXX police dept. and spoke to the detective about how gaining access to the subpoena was going. After two days of playing phone tag I got in touch with him on Friday XXXX with the bad news that the video had been erased. Industry standard for keeping surveillance footage is six months. XXXX XXXX XXXX is five months not six. I find it highly suspicious that after the consumer and state complaints and after the phone call with Citibank that conveniently the footage has been erased. 

Citibank is of the opinion that because my card was used to withdraw the {$4800.00} my claim is denied. I resent the implication that Im the scammer here and that I am the one trying to extort the bank for {$4800.00}. I was not wanting to seek legal action against Citi but that appears to be where this is heading. I will not falsely be accused in so many words of a crime. 

Below is the original complaint sent. 

CitiBank Case # XXXX, Claim Number XXXX On XX/XX/XXXX, {$4800.00} dollars was withdrawn from our checking account without our consent. After calling Citibank as to how this had happened, it appears someone had walked into the Citibank in XXXX NY, a place neither myself or my wife had ever been, and withdrew the funds from our account via the teller. An internal investigation was launched. On XX/XX/XXXX we received a letter stating that the claim had been denied. 

We appealed the decision. I went to the XXXX Police filed a police report which amounts to grand larceny. I then went to the Citibank in XXXX to talk to the manager. He said it was good we filed the report because now we can subpoena the footage and the card reader device to see the card used. My card never left my wallet. 

I spoke to the fraud investigation dept again letting them know I had filed a police report with which I had emailed to XXXX. I had to keep making investigators aware of the emailed report since they never know anything about it. The agent I spoke to found the email and assured me if would be sent to the agent investigating our claim. 

My take on what has happened. 

My card was going to expire at the end of XX/XX/XXXX, a new card was most likely sent in the mail but we had moved so the new card went the old address and was intercepted by a fraudster. How they were able to gain my pin I dont know, I can only ascertain they were able to reset it Online or via a phone call with Citibank XXXX Bottom Line they were able to reset the pin via CitiBank The agent I spoke to this time said this was new and good information and that he would pass it along to the investigator and I would here back via a phone call. I never heard back... so I called and was told we have been denied again for the same reason. 

I again called to appeal and added subsequent information that could be applied to the investigation and again was given lip service about the new and relevant information that could help and I would receive a phone call within XXXX to XXXX hours never receiving a phone call. 

7 days later I received the same letter of denial only with a different date on it, XX/XX/XXXX. its very obvious that no further investigation was ever done or is ever done. 


I have come to find out that Citi has a terrible reputation on crediting their customers that get scammed. We have been with Citibank for almost 30 years and have put millions into the bank via our paychecks and a home equity loan. And they have a completely divorced attitude on what has happened or even remotely trying to help us. 

Sincerely, 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