Consumer complaint received 2019-08-11
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:
My account was fraudulently used on XX/XX/2019 to the amount of {$200.00}. I have been a Citibank customer for over a decade and I NEVER even once had to speak to them in regards to any form of fraud with my bank account. That is why I am deeply offended by the lengths that I have had to go to thus far in order to prove to them that the occurrence was fraudulent. I primarily if not exclusively use Citibank ATM machines and there are an abundance of them in XXXX ; the location where this fraudulent transaction occurred. 

In fact, I believe that my information was stolen while using a Citibank ATM on the last transaction prior to the fraud. I for sure would not have been have been using a non-citi ATM because as you can see in the amount of the dispute. A fee was charged of {$1.00} to withdraw {$200.00}. I see no reason to pay someone to use my own money. That makes no sense to me when XXXX has million options. 

My card is basically an ornament in my wallet. No purchases are ever made with it and no one ever touches it but me or an ATM machine which is almost always a Citibank ATM. This is the primary reason why in over 10+ years I have never had to deal with any form of bank card fraud because I keep my exposure very limited. 

Unfortunately, I now work in XXXX XXXX XXXX which is very densely populated and I believe that somehow an individual was able to tamper with the last ATM that I used prior to the incident on XX/XX/2019. 

I check my account on my cell phone regularly. Therefore, I contacted my bank immediately when I noticed that I was missing money by means that were not authorized by me. This was around XXXX on XX/XX/2019. 

I disputed the charge and then the bank then reversed their temporary credit stating " it was within my normal type of activity ''. I disputed this again ; this time providing evidence of emails from my work email address around the time of the withdrawal. 

Despite this information and my request to review the account history to find any previous withdrawals during the middle hours of a normal 9-5 work week or from a non-Citibank ATM ; my second request was also denied.

Of course as I worked for, earned and paid taxes on the money that was lost ; I attempted to fight it a 3rd time. However, this time I was provided a different fax number for escalation. This number has not worked over 2-3 weeks of attempts to fax.
( Records of this can be provided as needed with date/time and images of the fax attempt as well the phone response. ) - One attached to this claim The biggest issue that I have is that I am being told what a transaction that " is normal for me '' or " would not be fraud '' is by their research. Yet, their researchers failed to get any of the main information correct when sending me this last denial letter. 

The letter not only has the wrong dollar amount but also listed a completely different date. Even more troubling would be the fact that the date on the letter ( XX/XX/2019 ) is a date in my account history that does not even have ONE single transaction on it. ( No withdrawals, deposits, debits, credits, or anything to even dispute. ) This is why I have turned to you for help ; because I believe that their customer service is incompetent and I have been directed to a dead-end with " my only option now '' being to submit a request in writing to a non-working fax number. [ Fax : ( XXXX ) -XXXX ]

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