Consumer complaint received 2021-02-14
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This complaint is in reference to a dispute with Citibank regarding a fraudulent charge and identity theft. On XX/XX/XXXX a fraudulent charge was made to my checking account to XXXX XXXX for {$69.00}. When I saw the charge show up in my online banking feed, I immediately called Citibank and reported the charge as fraud and had my account frozen. At that time, Citibank reversed the charge and advised me they would investigate the matter. I did not hear back again from Citibank for over a month, and assumed the issue had been investigated and resolved. I then received a letter on XX/XX/XXXX stating that Citibank 's investigation determined that I did make the charge and Citibank re-charged my account. I then called Citibank 's dispute department on XX/XX/XXXX to inquire about this and ask how I could appeal the decision. I spoke with a customer representative named " XXXX '' who blatantly lied to me when I asked about the letter. Although it clearly stated in the letter that my dispute was overturned and my account would be charged because Citibank ruled that I was responsible, XXXX stated that my account was being debited again because of a clerical error, that the original charge by XXXX XXXX was only pending, it never actually went through. As I was speaking with XXXX I reviewed my debits online and could see plainly that the charges had gone through and he was lying to me. I also asked him how I could appeal the dispute and obtain information on their investigation, as the letter stated I am entitled to by law, and he refused my request, stating, I cant help you. I then asked to speak to a manager, XXXX, who confirmed Citbanks ruling of my dispute and gave me a Fax number and physical address to send in my appeal. She said once my appeal was received they would get back to me in 7 business days. 

So, I sent in an appeal letter, along with multiple documents proving there is no way I could have made this charge, via Certified, Return Receipt Mail. I received confirmation that my letter was received by Citibank ( Signed by employee XXXX XXXX ) on XX/XX/XXXX, and then waited for several weeks, hearing nothing. I then called the dispute unit again on XX/XX/XXXX to inquire about my dispute letter, and the representative XXXX stated that they had not received my letter of appeal. I advised him that I had a signed USPS Return Receipt, and also offered to give my him my police report # and FTC report # over the phone if that would expedite my case. He stated Citibank would look into the matter and would respond to my inquiry by phone or email within the next 5 business days. I waited again for 12 days and called back on XX/XX/XXXX and spoke with XXXX, who stated that Citibank still did not show that they had received any dispute letter. I asked him why Citibank had not followed up on my call on XX/XX/XXXX, and he reported that there was no note was put into the record of my phone call on XX/XX/XXXX. I then asked to speak directly with a supervisor, and spoke with XXXX, XXXX and XXXX, who reported to me that Citibank still showed no documentation that they had received my appeal letter. Supervisor XXXX stated she would update my file to reflect all of my phone calls, update all of my documentation, and re-open my appeal, as well as place an Urgent notice on my appeal file. She gave me an email address to re-send my appeal documents, and reported I would have a response within 5 business days of receipt of the documents. I then emailed my appeal letter to the dispute unit on XX/XX/XXXX, and waited, again, for over a month. 

Then I received a form letter from Citibank by mail on XX/XX/XXXX. The letter did not have any reference to my dispute case number, and asked general questions about my phone inquiry and asking for a detailed explanation of my dispute ( details which I had already reported to Citibank via USPS Certified Mail, email, and several phone conversations recorded in Citibanks records. ) SO, on XX/XX/XXXX I called Citibank dispute department again, asked to speak directly to a supervisor, and asked about the letter. The supervisor XXXX  stated that they did not show in their records any letter send to me by Citibank, and that Citibank had no record of receiving my appeal letter, either by mail or email. XXXX then directed me to call the dispute department directly, but that they were already closed for the day. I thought I was already speaking with the dispute department! But thanked her and agreed to call the dispute department first thing the next day. I then called the real dispute department on XX/XX/XXXX and spoke to XXXX and XXXX. Supervisor XXXX confirmed that there was no acknowledgment of a letter received by Citibank. I reported again that I had proof of receipt by one of their employees ( XXXX XXXX ) and asked if XXXX could contact this employee to ask about this. XXXX referred me to his supervisor XXXX and she got in touch with Ms. XXXX, who stated that she must have received the document, but must have lost it. So, a Citibank employee LOST documents that had my full name, bank account numbers, phone number, and all sorts of other personal information. Sensitive documentation regarding IDENTITY THEFT had been lost by a bank employee! So, to move this forward, XXXX gave me a new Fax number and the same email, and asked me to RESEND, AGAIN the documents to Citibank. So, I wrote a new appeal letter reflecting all of the efforts I had made to resolve this case between XX/XX/XXXX-XX/XX/XXXX, and EMAILED AND FAXED it to Citibank on XX/XX/XXXX. And again, I waited, and heard nothing back for weeks. 

I then received another, identical form letter asking me general questions about my inquiry. So, I waited until I could get a day off from work, and on XX/XX/XXXX, I went into my local branch ( XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX, CA XXXX ) and asked the manager ( XXXX XXXX ) for help. She was very helpful, on this day, and called the dispute unit with me and agreed to fax my appeal using Citibanks internal fax. However, the fax did not go through for some reason. I asked her to try to send a test fax to trouble shoot for possible errors, but she did not. She did agree to continue trying to put the fax through and would call me to report in the next days. We spoke again that afternoon and she reported the fax had still not gone through. I called again several days later on XX/XX/XXXX, and her assistant called me back, stating that it was not only my fax, but no faxes were going through at this time. I requested that they call me back when their fax issues were fixed and let me know about the progress of my fax. I then called again for updates on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and did not receive any calls back. I also sent an email to Ms. XXXX on XX/XX/XXXX to try and make contact, and have not received a reply. 

I am sorely disappointed in Citibanks treatment of me, and disappointed and HIGHLY CONCERNED, about Citibanks treatment of my confidential information! As of now, I have sent them my appeal documents 5 TIMES, and they report THE MAILED DOCUMENTS WERE LOST, and they have not received the documents via 2 fax attempts and 2 email attempts. WHERE IS THIS SENSITIVE INFORMATION GOING TO? I hope your organization can support me in resolving this matter, as well as assist Citibank in tightening up their security standards and improving their customer service. Thank you

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