Consumer complaint received 2023-09-17
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I went to a liquor store on XXXX XXXX in XXXX CA. I was going to purchase some snacks which totaled about {$4.00}. ( this could be off by a some cents, I could not remember the exact amount. I paid with my ATM card and it was denied and tried it XXXX more time just in case it didnt go through the first time. The clerk told me it was declined. It surprised me because it was not large amount. I told the clerk to hold on to my items while I check with the bank. Well before i called the bank i logged in to my account on my phone and found out that the money on my savings account was not there. So I looked at the transactions in my savings account and found out that there were transactions there from XXXX XXXX XXXX XXXX Florida. The items taken were for the following : XX/XX/XXXX a transfer from checking for the amount of {$15.00} XX/XX/XXXX ATM withdrawal for {$20.00} XX/XX/XXXX ATM withdrawal for {$160.00} XX/XX/XXXX in person TELLER window withdrawal {$1500.00} ve me As you can see all transactions were done out of XXXX FLORIDA and I was not even near or close to FLORIDA because I am presently in XXXX CA and at WORKED while this transactions are unfolding. I also currently reside at XXXX XXXX XXXX XXXX XXXX XXXX Ca XXXX. I havent been in Florida since i moved here in the XXXX in XXXX. 

I called the bank and told them that my account has been hacked the above mentioned transactions were not authorized or done by me. So an incident was recorded and a reference number was issued to me and that a provisional credit was going to posted to my account within 10 days. Guess what, after 10 days I didnt see that credit as of this writing. Oh wait, it gets better! Not only did I NOT get the credit they DONT HAVE A RECORD OF THE REFERENCE NUMBER they gave me. They were saying that it might have not completed when she submitted it. And i said, WHY DO I HAVE TO SUFFER FOIR YOUR INCOMPETENCE. at this point I am as hot and my XXXX XXXX just shoot up the roof. And this is CITIBANK. Anyway she said thayt we fike another dispute and so we did and was dated XX/XX/XXXX. Then guess what, after the said INVESTIGATION they sent me a letter dated dated XX/XX/XXXX, XXXX hours after we filed another dispute. ( whoa tjhats XXXX XXXX of an investigation ) and in the letter they are saying that they are DENYING my claim and will not refund my money because the said transactions were consistent with my banking activities. Wow, by now im ready to lose it but at this time im not feeling well becasue of this unnecessary stress they are making me experience. I really had to terminate the call because I feel very light headed. So i called back and they asked me if I wanted to file an appeal.IMAGINE ASKING ME THAT, so i said yes and as of this writing I have not received anything from the bank except for an unauthorize of use form that I had to sign. But not heard from them about a resolution.

Company response to consumer: Closed with monetary relief