Consumer complaint received 2020-02-14
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX I have contacted Citibank on XX/XX/XXXX the to report my card lost and filed a dispute for unauthorized transactions. On XX/XX/XXXX, Citibank responded with a generic letter stating that the withdrawals were made from my account with my card and that my debit card and PIN were used to perform the withdrawals which is consistent with normal activities. 
First of all, if that wasn't my account and my card, I wouldn't have contacted Citibank. Second of all this is not consistent with my normal banking activities since I rarely withdraw money from the account. Third, this is absolutely not consistent with normal banking activities because I can't perform withdrawals which dispersed both bills and cents because that exactly what is being presented. 
I told Citibank that I had people moving my staff to a different location and that I had a big envelope which contained my XXXX XXXX account disclosure, my XXXX XXXX card, my XXXX XXXX card PIN written on a piece of paper which is the same as my Citibank debit card, and finally my Citibank debit card in the envelope. The envelope containing my cards was among the staffs that were packed. I kept only one card ( XXXX XXXX debit card ) on me which was used for my daily expenses. 
So, after a week or so of packing and moving my staffs to a new location, I realized that the big envelope was missing along with few other staffs. So, I contacted the people that did the moving but couldn't get in touch with any of them. The next day, I couldn't locate my Citibank debit card which I didn't know that I left it in the envelope that got lost. 
Both of my cards ( XXXX XXXX  card and Citibank card ) have been used to withdraw money out of both accounts. However, I received a text message from XXXX XXXX  Fraud department asking if I am attempting to withdraw a certain amount of money which they said was not consistent with my normal banking activities. On the flip side, I have never received text messages, calls, emails from Citibank asking the same. I told XXXX XXXX  that I wasn't trying to withdraw money out of my account. The bank took the necessary steps to close my card and prevent money to be disbursed Citibank never took these preventive steps. Also, it appears that the transactions were done overseas which should have been another red flag for Citibank to noticed like XXXX XXXX did. I was using my XXXX XXXX   account during the time that the time the unauthorized transactions were made. Therefore, I can't be in two different opposite locations at the same time. 
I have attached a copy of the text message sent to me by XXXX XXXX, a copy of my XXXX XXXX  account transactions showing dates and places where I used my card, a copy of store receipts showing dates confirming my locations, and a XXXX XXXX  showing unauthorized transactions that was blocked or reversed. 
Citibank conduct. 
1. Citibank bank never used preventive methods to prevent the unauthorized transactions which is Reckless 2. Citibank Bank conducted their investigation through a third party who did not bother listen about how the incident happened. ( again Reckless ) 3. Better yet, I volunteered to give them all the additional information that I had to make sure my claim was properly handled. They refused! Beyond Reckless! 
4. Citibank sent me a generic letter without explaining the why the case was denied! Frustrating!

5. I am protected by the zero-liability protection!

Not only Citibank did not take preventive measures to prevent the unauthorized transactions but have conducted a reckless investigation before sending me a frustrating letter with no proof no evidences to deny my claim.

This shows that Citibank is an irresponsible bank and is only focus on ripping customers off.

Citibank has been caught up in a series of scandals and this time around they dont even bother rely on anytime to evade their responsibilities.

The Consumer Financial Protection Bureau must take action to make sure that I am protected from those unfair acts and practices and I urge Citibank to resolve this claim as quickly as possible before I file a lawsuit.

Failure to provide concrete evidences that I authorized these transactions, Citibank is obligated by federal laws to reimburse these unauthorized transactions. 

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 monetary relief