Consumer complaint received 2019-08-28
Company: CITIBANK, N.A.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My debit card was stolen after being lost in my wallet in my bag along with my cell phone and student IDs. Someone used my debit card without my permission, without my consent- Once I was able to get a replacement cell phone I reached out to Citi Bank , spoke with customer service, reported my card stolen, and reported the fraudulent activity and the bank rep started the claim. Within a few days, they credited my account per procedure and on XX/XX/19 I received a letter from Citi Bank and was advised that my dispute was open and that they were on my side, and that's fine, but The issue here is that they are now reversing the credit and also holding me responsible for the fraudulent activity per the letter ( s ) they sent me on XX/XX/19. This was literally 4 days later. There is NO way anyone on their end did a real investigation! 

I have not received any documents, photos, anything showing their factual reasoning to hold me responsible for these charges. I will be calling on XXXX and requesting proof in the mail, but I mailed overnight a letter requesting the documents showing I'm liable, I also requested my dispute be reopened and worked efficiently and appropriately. I know for a fact someone stole and used my card. I in NO way used my debit card and or gave consent or permission for another person or party to use my card. I was robbed, and Citi bank thinks I should be held responsible, I thought this bank was a reputable bank! This doesn't seem to be the case. 

The bank was swift in making this decision, which protects only them. The federal reserve and fed reg E are set in place to ensure the consumer 's protection. I feel like I'm going to have to fight with the bank and every time I call I speak with someone who lives/ works in another country and doesn't understand my frustrations and the sense of urgency within this matter. I am filing a complaint because I feel like I have no choice. This is the start, and I hope the bank will resolve this with fairness and me as the consumer in mind. I don't want to have to reach out to leagal council. I would like them to do what is right here Per the Federal Reserve, Federal Regulation E. 

The regulation does not permit an institution to impose liability on a consumer for an unauthorized transaction unless the institution previously provided the consumer with three disclosures required under 1005.7 ( b ) : a summary of the consumers liability for unauthorized transactions, the telephone number and address of the person or office to be notified of an unauthorized EFT, and the financial institutions business days. In addition, if the unauthorized transaction involved an access device, it must be an accepted access device and the financial institution must have provided a means to identify the consumer to whom it was issued.14 An access device becomes an accepted access device when the consumer : requests and receives, or signs, or uses the device to transfer money between accounts or to obtain money, property, or services ; requests the validation of an access device issued without solicitation ; or receives a renewal of, or substitute for, an existing accepted access device from either the financial institution that issued the original access device or that institutions successor.

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