Consumer complaint received 2015-09-28
Company: CITIBANK, N.A.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
XXXX XXXX, 2015 it was the day that I logged on to my Citibank online banking from my computer. And I saw there were XXXX unauthorized-transactions occurred on the statement with the total of {$3200.00}. I quickly grabbed my phone and call Citibank fraud department. The person asked me some questions regarding my card status. Did I ever lose my card? Was the card with me the all time or not? And couple more questions regarding the information so Citibank can conduct an investigation. 

After 3 days of waiting ( XXXX XXXX, 2015 ) without any update from Citibank, I decided to go into XXXX of the Citibank branches in the town. The manager told me that Citibank decided to refuse my claim and the reason will be provided once I received the letter from Citibank. The manager also tell me to close my account and everything and withdrawal all my money out because Citibank no longer want to have me as a customer. 

( XXXX XXXX, 2015 ) After 9 days of waiting I was shocked when I saw the letter, it stated that I was the one who authorized the fraud transaction that clearly occurred without me knowing it happen. I was so sad about the decision that Citibank come to accusing me of doing this fraud. 
Therefore I went back again the next day ( XXXX XXXX, 2015 ) to the branch and the manager ( XXXX XXXX and XXXX XXXX ) refused to help me further more. 

I did n't give up just yet, and then I called once again to the Citibank customer service at the same day ( XXXX XXXX, 2015 ). The representative who answered my phone basically tell me to fax a letter stating that I was n't satisfied with the investigation result and they will considered appeal my claim for the second time. 

To shorten the story, I made the letter and then I tried to fax it using the fax machine from Citibank branch. First I went to the same XXXX on XXXX XXXX and XXXX XXXX, Their fax machine somehow could not do the faxing at that moment. 
Then I went to the on inside the XXXX building. First I went in there and banker named XXXX XXXX tell me to sit down in his desk and he tried to call Citibank fraud department once again. The answer was I have to file a police report in order to help me getting my claim reopened. 

Without giving me enough information, as a civilian who did n't know much about rules of filing police report I went to the police station near in the borough that the fraud happened. Then the policeman said that I have to obtain the statement where the fraud occurs from Citibank. The policeman even helped me to call Citibank customer service and they promised to email me the detail statement, which I never received until now ( XXXX XXXX, 2015 ). 

Then the next day ( XXXX XXXX, 2015 ) I went into the branch again ( XXXX building ) to meet XXXX XXXX the person who helped me before. I was frustrated and all the sudden the fraud department person said that I do n't need to file a police report anymore. And XXXX was nice saying that do n't worry he would help me to fight for this claim and he will contact me if he heard any news from the fraud department. 

Days after days went by, and on XXXX XXXX, 2015 once again I was shocked by Citibank 's decision not to honor my claim. On the same day as well I went to talk to XXXX and he said that he could n't help me anymore because that is his best that he could do.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation