Consumer complaint received 2017-03-06
Company: CITIBANK, N.A.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
This complaint is against Citi Bank on a personal account. Back on XX/XX/2017 my car got burglarized between XXXX and XXXX. at around XXXX I became aware of some alerting texts from all my bank fraud alerts about illegal transaction taking place against my bank account and credit cards, as I was trying to understand why I then realized i did not had my wallet next to me and that I incidentally must had left it in the car or fell within my car, i jumped off my bed as it was Sunday morning and ran to the driveway where my car was parked and encounter my landlord who sadly express to me sorry the window on your passenger side its broken, then i turned back back into my room to get my cell phone and called police to report the burglary, the police instructed me to terminate the call with them and to contact all of my banks and credit card companies and to call them later since reporting to my banks and credit cards was more important. I did as the XXXX Police instructed me and I called Citibank immediately in regards to the matter and the events taking place and to place a fraud alert into my accounts as my wallet along with my IDs, credit cards and atm cards were taken, Citi representatives told me not to worry about it and that since I had placed the call immediately that they were going to credit back my funds into my account within 72 hours, to what I respond to them but I have written checks to people I need my funds to be refunded within 24 hours and that at the moment no charges had yet been incurred into the account, the representative told me that they were going to do their best, and that they were going to be following via correspondence with me and via telephone to track any changes in my account in view of the events. 
I tracked via online access my accounts until they got blocked and requested me to input the new atm card information which had not arrived yet to me as it took more than 3 days to received. I followed with Citibank few days after the incident and noticed that Citibank on my personal account did not refunded the illegal transactions incurred in the fraud but instead they had incurred an overdraft fee of {$34.00} dollars in my account as the illegal charges had placed my account negative, I immediately the day after the burglary went to try to deposit cash and the personal at the XXXX Branch did not allow me to deposit cash into my account since I did not have my atm cards nor any form of ID except my check book from the account in I was trying to deposit the cash into so that no more overdrafts fees were incurred, but the personnel after been showed proof of the texts alerts that my account has been compromised and that through online access I could prove the ownership of the account, I still had to battled and request the branch manager to come and talk to me and after expressing and showing proof of the ownership of the account only then after escalating through management that I was allowed to deposit funds into the account to not incurred more charges. As of today 's date XX/XX/2017 the funds incurred in the fraudulent transactions have not been refunded and more insufficient fees and check returned fees have been incurred into the account that were trigger by CitiBank not doing what they said they were going to do. I just had another escalation via chat and then via telephone conversation and for the third time the chat and telephone conversation after been transferred several times to supposedly proper parties to assist me and correct the problem they proceeded to say please hold on while I take care of these issues and then the call gets terminated without a word or any other instruction for me to follow. so this is it ... I advise the representatives that if the problem persisted or follow the same deceptive practices this time I was going to make it public ... so here it is..

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