Consumer complaint received 2020-01-03
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I lost my wallet or maybe it was stolen after watching XXXX night football and having drinks at XXXX XXXX XXXX. Because I had so much to drink I didnt notice until I woke up the next morning. When I called to order a new card they told me about a transaction where someone spent all of my money. So I disputed it because that was not me. I made the claim less than 48 hours from the transaction time and still was denied. The claim department has yet to honor me my money back. This just ruined my entire birthday and the holidays for me and I really need my money back. 

As I said I lost my wallet the night before and it had everything from my Id to atm receipts to my pin in it. I made that account online and was giving a automated pin, so to remember it I ripped just the four numbers out of the letter and kept it with me. I had too many drinks at XXXX XXXX XXXX and woke up hungover and noticed my entire wallet was gone. When I called I automatically was told my account balance after I provided my social security number to verify my identity. The automated message told me I had 3 dollars and some change which is not what I left in my account after making my last withdrawal. 

As said before I made a withdrawal on XXXX XXXX in the XXXX for XXXX $ the last thing I did with that card. I pulled {$80.00} and {$100.00} the 2 days before the XXXX $ withdrawal so I had some cash left plus the XXXX dollars when I went to watch XXXX night football at XXXX XXXX XXXX downtown XXXX. I dont remember the card numbers thats why its not provided in the beginning of this letter. When I found out about these transactions I disputed them furiously, I refuse to deposit any more money in that account until I receive my money back. I dont know if I misplaced the wallet at XXXX XXXX XXXX or the XXXX I just know I didnt have it when I woke up. I had to take off of work that day and everything because I woke up so late and hungover. When I asked where the transactions happened they told me something about XXXX and a post office at hours that I wasnt even awoke for. 

That was not me, citi is saying it is because it they used my pin. That does not make the transactions valid because I the owner of the card disputed them once I found out about them. I literally just put that money in there why would I spend it all at once like that when I have bills to pay. I told you guys the pin was in my wallet just the four numbers, because it wasnt a pin I created. I didnt have an online account yet to even change the pin and I didnt know how so I just dealt with it. 

I live in the XXXX, NY and I only used my card in the XXXX. Ive gone to XXXX XXXX plenty of times to do transactions that is the closest one to my home address. I have no ties to XXXX and its no way I couldve made those transactions if I was sleeping. I was not in XXXX the morning of XX/XX/XXXX idk if you guys want to ping my phone or what but I was at XXXX XXXX XXXX in apartment XXXX when those transactions were being made. That was not me XXXX XXXX, I am new to having a bank card I usually keep my cash but since I finally made a bank account I deposited with you guys. This is not how a new customer should be treated just because his account was recently opened i dont know what type of policy is that. 

I need my money back, how can you just let someone steal your customers money and tell him your not do anything about it. This is a bit ridiculous its been 2 denials and nothing is changing. I need my money back my entire birthday passed without my {$2000.00} and now its going on XXXX and you guys still havent refunded what was wrongfully stolen from me. I have bills and younger family members that receive gifts, yes I still get paychecks but that doesnt mean I dont need my XXXX XXXX. That was not me. Ive been going through this back and forth thing with you guys since I made this claim, Im not just going to let someone steal my money this is wrong. 

Claim # ; 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