Consumer complaint received 2018-09-25
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
In XXXX of XXXX I noticed that I was being charged by Privacy Guard on my XXXX XXXX and CitiBank debit cards of {$19.00}. I contacted XXXX XXXX and advised them that I was being charged on 2 different debit cards for their services. At that time they stated that they only had my XXXX XXXX Debit card on file that they weren't charging the CitiBank card. At that time I filed my 1st dispute with Citibank. At that time I noticed that XXXX was charging me {$19.00} also. The telephone banker told me that she'll block the merchant from pulling any more funds from my account. They wind up granting me provisional credit to my checking account ending in # XXXX, weeks later they came back and got the monies back. The reason was I didn't provide proof of disputes. I never received anything requesting my proof. 

On XX/XX/XXXX, I noticed that XXXX XXXX and XXXX  was still pulling from my account. Contacted Citibank telephone banking and the rep assured me again that they'll block these companies from pulling funds from my account. They transferred me to disputes again and they gave me case # XXXX. The rep that took my dispute stated that she'll send me a package via snail mail to provide proof that my other banking account was being charged too. Nothing ever came. Basically, I forgot about it. 

On XX/XX/XXXX I received an email from XXXX  stating that they experienced a data breach and I need to make sure I didn't have any unauthorized transactions on my banking accounts. Reviewed my XXXX XXXX, XXXX, and Citibank accounts. Noticed that my CitiBank account was still getting charged {$19.00} for XXXX  and {$19.00} for XXXX XXXX. Meaning the last 2 reps never block these merchants from pulling the monies from my account. Again they filed a new dispute XXXX. I was at that time given provisional credit. 11 credits of {$19.00} and 11 credits of {$19.00} from XXXX. Then on XX/XX/XXXX I received 5 letters stating that they were taking the credits back due to the disputes were too old to dispute also they stated that they double credited me for some of the disputes so they debit my account 7 times for {$19.00} and 7 times for {$19.00}. 

I stopped into my local branch and the branch manager faxed all my supporting documents to the dispute department the rep name was XXXX on XX/XX/XXXX. XXXX confirmed that she received everything she needs to proceed with the appeal and dispute. Also the Branch Manager gave me a new debit card to make sure these charges would stop pulling. 

On XX/XX/XXXX I noticed that XXXX XXXX is pulling from the new debit card. I went into the branch today and the branch manager printed out the transaction history. Basically, she stated that the disputes department owes me for 17 charges. Called the disputes department again today where I was told the reason why the funds were pulled back from my account it was because they can only dispute charges within 90 days and the duplicate disputes. Explained had they stopped the charges from pulling in XXXX of XXXX. We would not be going through this now. Rep told me that I need to do an appeal. Told him that I already did on XX/XX/XXXX. He told me he had no record of it. That's when I became enraged and asked for a Supervisor where he put XXXX on the phone and she stated that she was unable to see what the branch manager sent into the disputes department. I asked could I email her the information. She ended the call by stating that she'll email the rep that the branch manager was working with on XX/XX/XXXX since she was gone for the day. 

CFPB I'm coming to you to get my monies back from this bank I feel they're trying to rip me off. I want all my monies back from XXXX XXXX and XXXX plus even overdraft fees I received because of this.Please find my proof attached to this case.

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 monetary relief