Consumer complaint received 2020-09-01
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened Checking and Savings accounts online in Citibank on XX/XX/XXXX. During opening of accounts I transferred {$2000.00} to Checking account and {$5000.00} to Savings account. I was waiting for my debit card to arrive. 

On XX/XX/XXXX I went to a trip to XXXX XXXX. I was in the trip from XX/XX/XXXX ( Sunday ) to XX/XX/XXXX ( Saturday ). XX/XX/XXXX ( Monday ) when I was in XXXX XXXX I received a notification from USPS Informed Delivery service that some letters will arrive in my mailbox. It is highly likely that it was 3 letters from Citibank. 

XX/XX/XXXX ( Tuesday ) someone started to use my Citibank debit card for unauthorized transactions. 

Unauthorized transactions : Checking account : XX/XX/XXXX - Debit PIN Purchase XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX CA US XXXX in amount - {$5.00} XX/XX/XXXX Debit PIN Purchase XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX amount - {$71.00} XX/XX/XXXX Debit PIN Purchase XXXX XXXX XXXX XXXX CA US XXXX XXXX amount - {$200.00} XX/XX/XXXX Debit PIN Purchase XXXX XXXX- XXXX XXXX XXXX XXXX XXXX CA US XXXX in XXXX - {$350.00} Savings account : XX/XX/XXXX - Cash Withdrawal XX/XX/XXXX XXXX # XXXX Teller in amount - {$3000.00} In total : {$3600.00} I locked my card in the night of XX/XX/XXXX when I found unauthorized transactions. The same night I called to the Citibank to create claims for unauthorized transactions. I had many calls with Citibank customer service and even went to a Citibank branch. In accordance with it I see the following picture : - on XX/XX/XXXX letters with the debit card and the pin code came to USPS. Informed Delivery notified me about it. I clarified with Citibank that they sent the debit card and the pin code in separate letters. But, in accordance with Informed Delivery they arrived in the same day. 
- In some period between XX/XX/XXXX and XX/XX/XXXX someone stole letters from my mailbox or it was never delivered to me. I checked my mailbox in XX/XX/XXXX when I arrived from the trip, but I didn't find any letters from the day of XX/XX/XXXX. I notified USPS Informed Delivery service that I have never received that letters. My mailbox wasn't broken. I didn't share keys from mailbox with anyone. XXXX XXXX XXXX XXXX XXXX XXXX is aware of my problem and just in case, they changed the lock in my mailbox. 
- In XX/XX/XXXX the same person who stole my debit card went to the Citibank branch on the address XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX, activated my debit card and withdrew money with teller. The teller didn't ask any photo id and it was enough just to have the debit card with the pin code. As I have already clarified the branch has video cameras, but the records can be shared to me only through a lawyer. 
- In the same day XX/XX/XXXX the same unknown person went to XXXX  in XXXX XXXX and XXXX in XXXX with my debit card and spent my money. 

I contacted Citibank in the night of XX/XX/XXXX. The bank created a claim for Checking account only as transactions for Savings account weren't appeared in their system. The claim was for the amount of {$640.00}. 

XX/XX/XXXX I called Citibank again and created a claim for Savings account. This time transactions were appeared in their system. The claim was for the amount of {$3000.00}. 

XX/XX/XXXX I received the letter that my claim for Checking account was declined with the reason that transactions were confirmed by pin-code and it means they are authorized for the Bank despite to the fact that I have never received this card. 

XX/XX/XXXX I reopened my claim for Checking account and provide all details again. 

XX/XX/XXXX I received the letter that my second claim for Checking account declined again for the same reason. 

XX/XX/XXXX I went to Citibank branch were my money were withdrawn and tried to resolve my claim there. It didn't help as they suggested to call by phone. Also, I was assured that the branch has videocameras and they will prove that it wasn't me who withdrew the money. 

XX/XX/XXXX I contacted Citibank to check the status of claim for Savings account. The representative said that it is still in progress and I need to wait. 

XX/XX/XXXX I filed an online police report to XXXX XXXX Police Station. The report was rejected due to possible investigative leads. It was suggested to go directly to Police Station. 

End of XXXX - start of XXXX I went to XXXX XXXX Police Station and wanted to submit a police report. After talking with an officer he convinced me that submit a police report for unauthorized debit card use doesn't make sense and doesn't help me. He suggested to submit a police report for stolen letters and it is jurisdiction of another police station. 

XX/XX/XXXX I filed an online report to XXXX XXXX Sheriff department about unauthorized use of my debit card and stolen letters. 

XX/XX/XXXX I contacted Citibank to check the status of claim for Savings account. The representative said that the case was closed. The bank didn't even notify me about it.

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