Consumer complaint received 2017-10-13
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/XXXX - I deposited a $ XXXX check written to me drawn on a XXXX bank account. I usually rip up my checks, but for some reason, either this one did n't get ripped up, or it was re-created, I 'm not sure which. 

XX/XX/XXXX - Someone took or used the same check referenced above, went to a XXXX bank in downtown XXXX XXXX and cashed that check. 

XX/XX/XXXX - Citibank debits my account for $ XXXX. No reason is stated in the debit notes, no letter sent via regular mail, email, or citibank mail. I have to call my local branch and they have to tell me that a check was negotiated at XXXX and XXXX charged them for the money. I was then penalized and my money taken out. No additional money was ever taken from the chase customer who wrote the check. 

XX/XX/XXXX- I reach out to my citibank gold hotline about this fraud. They tell me they can not open a fraud case because there was no fraud on my account. They tell me they can not open a forgery case because there was no forgery on my account. I ask to speak to a supervisor. No supervisor is reached so I am told I will get a call back immediately regarding the situation. As of XX/XX/XXXX nobody has called me back. 

XX/XX/XXXX - I reach back out to the citibank manager I was dealing with before and she is amazingly helpful. She reached out to the escalation department who told her that Citi bank honors the 2nd cashed check, not the original mobile deposit? This is outrageous and makes no sense!! I am told to go to XXXX, track down the check and bank it was cashed at and file a fraud claim with them. 

XX/XX/XXXX- I go to the nearest XXXX bank, I 'm told there is no record of second check being cashed. XXXX then gives me the reference # and back of house information on the check. I present that to XXXX and they tell me, yes someone did cash a check at the XXXX XXXX XXXX location in XXXX XXXX. At midnight when checks were getting cleared, XXXX did not let the check clear and Citi was alerted. 

XX/XX/XXXX - I finally am able to reach the manager of the XXXX XXXX XXXX branch where the check was cashed, and SURPRISE!! I am told to call Citi 's customer 's service and file a fraud claim so that Citi can initiate a search and investigation into the transaction with XXXX. At the branch level they have no way of accessing these documents or videos now. 

SO please tell me why Citi tells me they ca n't file fraud claim for me? Tell me why, instead of being my advocate, they are telling the fraud victim to be a detective?? Please tell me why, I am being punished for a XXXX teller error by Citibank. I have worked in banks before and this kind of treatment is pathetic. This is n't service, this is a disservice. I have wasted more time ( and when that time is translated into money based on my hourly rate ) chasing down my money, than what Citi STOLE, yes STOLE from me.

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