Consumer complaint received 2019-06-07
Company: CITIBANK, N.A.
State: NY
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 been a Citibank Client since XXXX ( 13 years ) with no issues until recently, when two fraudulent ATM transactions totaling {$800.00} were made in XXXX XXXX, XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX using my debit card information while I was home in XXXX XXXX XXXX. Prior to this, I have not provided my debit card information or PIN to anyone, the card never out of my possession, and I had not been to XXXX XXXX. I cancelled my debit card and notified Citibank immediately who began an investigation. Citibank denied reimbursement of the missing funds on XX/XX/XXXX, citing in their letter : the card was not out of my possession at the time of the fraudulent transactions both my Citibank banking car and PIN were required to perform the withdrawals activity appeared to them to be consistent with my normal banking activities. 
These withdrawals were made from my account with my Citibank Banking Card. 

When I opened this letter on XX/XX/XXXX, I immediately called Citibank Customer Service and was told that I " had to be the one who made this withdrawal ''. Customer Service also told me that I " would most likely be denied again since the card was in my possession but you can certainly file an appeal if you'd like to ''. I went in person to my local Citibank Branch at XXXX XXXX XXXX XXXX, XXXX, NYXXXX, along with copies of my statement showing that I was using the card in New York on the day of the fraudulent transactions. Upon reviewing my case, the bank manager and associate reviewed my case saw sufficient evidence to conference in Citibank 's Client Research Unit ( XXXX ). The Research Unit 's case manager agreed to reopen the case given that contrary to Citibank 's denial letter, that : The card was IN my possession in XXXX XXXX  XXXX, but the card was NOT in XXXX XXXX. 
The statement activity on my card from the days of the fraud clearly shows I was using the card in XXXX   XXXX XXXX and not in XXXX XXXX The transaction could not have been made by me in XXXX XXXX using my card when I was in XXXX XXXX  XXXX in possession of the card. 
The Client Research Unit advised me to obtain a copy of a Police Report, which I proceeded to file at XXXX 's XXXX XXXX. A copy of the report was made available by XX/XX/XXXX and I faxed it to Citibank 's Client Research Unit at XXXX. 

Since making the appeal on XX/XX/XXXX, I was told to expect the case to be reviewed ASAP and still have had no resolution. I have been consistently calling Citibank to follow up and while most of the associates are nice, all they can do is put a note on my file for the investigator. Every time I call, I am told the case is still with investigators with no resolution. I am currently over a month into the appeal process and over 2 months since these transactions took place, and am still missing the {$800.00} that I never withdrew. 

This frustrating process with Citibank ( which I've held for 13 years ) led me to file a complaint. My ultimate goal is to get back my {$800.00} and restore trust in my bank which has seriously let me down in its response to this clear case of fraudulent unwarranted activity against my account.

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