Consumer complaint received 2016-11-23
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/2016 I found out that my wallet was lost or stolen. I immediately contacted the banks to block my cards. I found out that they were some unauthorized transactions from my debit cards from XXXX and Citi bank. So I filed the disputes with the banks. After the investigation, XXXX approved my claim as they found out that they were unauthorized. 
I had no news from CITI bank and there were nothing deposited in my account. On XXXX/XXXX/2016 I called the bank to find out about my claim and to my surprise I found out that they canceled the case as they were missing some documents. Nothing was requested from me and nobody contacted me from CITI bank. They requested over the phone they need some proofs from me that it was not me and that I was in another state. Immediately I fixed them all necessary information and documents photos, bank statements etc. I On XXXX/XXXX/2016 I faxed them also the resolution letter from XXXX approving my claim. I filed police report too. On XXXX/XXXX/2016 they sent me a decline letter saying -- We believe that the transactions that comprise your claim must be considered authorized and as a result we are unable honor it. 
-- You are entitled by law to obtain copies of the information used in our investigation. Please note, we do not routinely use ATM video in our research. 
on XXXX/XXXX/2016 I immediately contacted CITI bank and complained about their poor service as nobody contacted me regarding my claim, on XXXX/XXXX/2016 they canceled the claim without requesting anything from me, plus I found out that some of the dispute department employees see my documents faxed but some confirmed that I had never sent anything to them. as they were experiencing some technical difficulties. I was advised to send same documents one more time with an appeal letter that I did. 
see below the appeal letter XX/XX/2016 Attention to Citi Bank Centralized Dispute Unit I am writing to request a review of a recent decision of XX/XX/2016 regarding my claim XXXX XXXX I lost my wallet and disputed all unauthorized charges from my Citi bank debit card on XXXX/XXXX/2016. 
After 20 days, I contacted you and found out that you were cancelling the dispute as you were missing some information ( nobody contacted me or requested anything from me during that period ). On XX/XX/2016 I faxed all necessary information that were requested via phone by Citi dispute representative regarding my travel to XXXX XXXX. I faxed all documentation XX/XX/2016 to XXXX number. On XX/XX/2016 I faxed resolution letter from XXXX XXXX XXXX to XXXX number that the charges from my XXXX debit card were unauthorized and they closed the claim in my favor. Then I filed the police report. 
During these days I have received no communication from your bank till XXXX XXXX with my first Citi bank statement and my claim decline letter. 
I am appealing this decision as it is not fair and it is against The Fair Credit Billing Act ( FCBA ) and the Electronic Fund Transfer Act ( EFTA ) otherwise I have to file a formal complaint to Consumer Financial Protection Bureau and make my issue public. 
Credit Card Loss or Fraudulent Charges Under the FCBA, your liability for unauthorized use of your credit card tops out at {$50.00}. However, if you report the loss before your credit card is used, the FCBA says you are not responsible for any charges you did n't authorize. If your credit card number is stolen, but not the card, you are not liable for unauthorized use. 
ATM or Debit Card Loss or Fraudulent Transfers. 
If you report an ATM or debit card missing before someone uses it, the EFTA says you are not responsible for any unauthorized transactions. If someone uses your ATM or debit card before you report it lost or stolen, your liability depends on how quickly you report it : 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