Consumer complaint received 2018-12-05
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:
On XX/XX/XXXX, 4 transactions equaling to {$740.00} to be exact was taken out of my account on fraud chargers. 

I recognized this and immediately called my bank to report this to the dispute team ( Citi Bank ). They gave me all the information I would need to form a written statement with my dispute number/address/bank account number/name/amount taken etc along with the fax number. I had {$740.00} taken out of my account and did not have a fax so spending money was not realistic at the time. They told me I could go into ANY Citi Bank branch to get it faxed for free. 

I drove about 12 miles to nearest branch only to be told they do not have faxes but could email it to them. I allowed them to do that but still went to XXXX and faxed over these documents. I called the CitiBank Dispute line again on XX/XX/XXXX, XXXX that the fax number was correct before proceeding. Later that day I faxed MORE information ( with all information requested including personal information ) to assist my case ( {$22.00} spent so far ). I called on XX/XX/XXXX at XXXX to confirm they have gotten my faxes which THEY DID. I also was notified that I could send screenshots of the proof I had in my phone to a email ( XXXX ) which I did along with written statement AGAIN. After XXXX, I received a written later from Citi Bank stating they dont understand my complaint and need more details after I sent 10 pages of very detailed evidence and emails. The letter was dated XX/XX/XXXX but I did not receive it until XX/XX/XXXX. It was requesting response within 5 days from letter. I called Citi Bank again on XX/XX/272018 at XXXX to tell them that I just received the letter. They told me I was fine and to just go submit the information requested via fax. I confirmed they had received my other faxes and emails. I went to XXXX AGAIN XX/XX/XXXX XXXX and faxed over 7 pages of again, very detailed information. I have a transmission verification report stating they received it. 

On XX/XX/292018 at XXXX I called Citi Bank again just getting a update on my status and confirming they have all the evidence they needed. I also told them I had to pay out of pocked because Citi bank branches didnt have a fax and she stated she would submit a complaint because they do not tolerate that. 

On Monday XX/XX/XXXX at XXXX XXXX, I was on the phone with CitiBank dispute about my dispute. I was told by previous workers I would get provisional credit within 10 business days of dispute which I had not received. The woman on the phone stated they have not received any evidence from me to support this dispute. I CONFIRMED ALL THE FAXES AND EMAILS and they are now saying they never received anything. She also said I was sent a email back stating the screenshots and statement I sent can not be used for evidence which I NEVER got that email anywhere. Nor did anyone tell me via phone that it wasnt eligible for evidence/invalid. She told me there was no notes on my account regarding any of these past conversations with employees when I have call logs. I asked for the Manager of the dispute department, her name was XXXX. She was very disrespectful from the jump. Here I am in tears because they lost/never received my fax with ALL my personal information and to fight a time sensitive case .... she was silent. She began to give me attitude after I said multiple times your employees told me they received my faxes and now all of a sudden theyre gone and you have nothing to say or help? She said we didnt get it, sorry, you can mail it to us. I confirmed with her that I had all the correct information in which she said yes but they never received it. She was giving me a lot of disrespectful tones and comments saying well your dispute is with master card not CitiBank. Well yes, but Ive been a loyal customer with you guys for 8 years and money was stolen from me from my checking account AT Citibank. She proceeded to tell me she couldnt help me. 

Not only did I call multiple times on a recorded line to verify everything and get confirmation, I also sent emails. I was told many times they received it on their end. Now it all disappeared and on their end, it looks like I am not cooperating with the case. I received a letter the next day stating that my case will be closed due to lack of evidence on why I should receive these funds back and that I should take it up with the merchant ( aka someone who stole my money. ) I did everything CitiBank asked me to do and now my personal information is floating some where, I lost {$740.00} of my rent money for no reason at all and I had very very disrespectful experience with XXXX the manager for the Dispute Team.

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