Consumer complaint received 2022-10-24
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
When I discovered on XX/XX/XXXX that XXXX XXXX dollars from my Citibank Checking Account ending in XXXX, had XXXX transactions on XXXX XXXX for XXXX XXXX and XXXX for XXXX XXXX a total of {$400.00} sent to a XXXX XXXX. I did not call Citibank I went immediately to the branch located at XXXX XXXX XXXX, XXXX XXXX CA. Having had lost my phone 3days prior shopping at XXXX. I had thought my account may have been accessed thru the Citibank app. This was the first thing I had said when I walked in the Branch. Despite having a lock on my phone I did not rule it out. My phone was recoved a couple of days later and didnt appear to have been the case. 

I was referred to the Asst. Branch Manager, I believe his name was XXXX ( Ive tried to call the branch to confirm, their calls are constantly forwarded to citibanks XXXX. ) he's a tall XXXX man early XXXX. He took me over to his desk and I sat across from him as he dialed Citibank phone support. He stated his name branch and what appeared to be some sort of Id #. I believe the first person he spoke to locked up my account, and then he was transferred to the dispute department. He spoke to them for a few minutes explaing my situation, then handed me the phone. I sat at his desk for about XXXX minutes. using his phone to file a report. I confirmed everything he said. I did not authorize these XXXX XXXX transfers, I do not know this person I have not given my account information to anyone or authorized anyone to access my bank account. When she had all the information she needed she stated to me : In 10 days you will receive a provisional credit, gave me the date of XX/XX/XXXX. She then asked me to hand the phone back over to the assistant manager. I watched as he reached across his desk grab his orange post-it pad and wrote down a number. When he hung up the phone, handed me that post it he just wrote on. He told me that this number was my reference number to the dispute I just filed. A provisional credit would be applied to my account because these charges were unauthorized, but could take up to 10 days before your account will show the provisional credit of {$400.00}. The number he wrote on that orange post it was XXXX. He then told me my account was locked. That nothing would be able to be charged to the account and I would have to open up a new one. The account would be closed after the investigation. That any money coming in would still be posted but I would have to come into the branch with my id to take it out. I sat there a half n hour waiting for a girl to come back from lunch to open a new account. That morning I would say all togather the time my daughter and I spent at the branch located at XXXX XXXX XXXX in XXXX XXXX was about 2 hours. 

( I am being very specific because what happened next.+ XX/XX/XXXX th I checked my account the provisional credit was not issued, like I was told on XXXX XXXX so I called citibank support and spoke with a gentleman from the Dispute Department. He looked up my account he explained it was XXXX working days. He gave me a date XX/XX/XXXX confirmed that a {$400.00} Provisional credit would infact be applied to my account. 

XX/XX/XXXX I received a letter in the mail dated XX/XX/XXXX 3 days before my last conversation with online support This letter was denying my case completely. The letter said I authorized these charges. Then I noticed because I did keep the post it in my new file with my new account papers. That the reference number XXXX listed on this letter was not the same as the post it note handed to me by the assistant manager. The Date I reported the incident was XXXX XXXX. This letter had the date I reported as XX/XX/XXXX. This is the date the transfers was made. 

As irate as I was I did not waste my time and contact phone support, I went right back to the branch. The first available date I was able to do that was XX/XX/XXXX and a Saturday. Turned out to be a complete waste of my time. I was told that the department to issue my provisional credit was not open on the weekend. It wouldnt had mattered if they were open, because since I was helped by the Assist. Manager, She told me, I needed to speak to him. He was not going to be in till the following Monday. Not only was this completely frustrating This was very inconvenient to keep coming back to the branch. On XX/XX/XXXX I was involved in a hit-and-run accident and injured. Since the accident, I did not drive and relied on rides from others for transportation. So on Monday, XX/XX/XXXX I paid XXXX XXXX dollars for a ride to and from the branch located at XXXX XXXX XXXX in XXXX XXXX from my home at XXXX XXXX XXXX XXXX XXXX. 

Monday, XX/XX/XXXX I once again walked into the branch located at XXXX XXXX XXXX for the third time regarding this incident, in XXXX XXXX. I walked in with all my paperwork and the Police Report I filed. I walked straight to the Assistant branch manager 's desk. I said to him : Remember me, I was in here a couple of weeks ago? I said : My checking account without my authorization {$400.00} was taken and sent to someone on XXXX? You helped me with the dispute department, getting my account locked up, and getting a new account? His response was : No! I dont remember you. I didnt know what to think. So, I pulled out the post it that he wrote my reference number on. Showed him and Told him : You handed me this post it. You told me that this was my reference number on it. He looked at it and said : That's not my handwriting. I pointed at his desk. I said : It's from that post-it pad right there on your desk. His response was : I see so many people, Im sorry I do not remember. I responded with : Well let me refresh your memory. I came straight in here when I noticed unauthorized activity on my account. You contacted the Citibank support spoke to them first had my account locked up. They transferred you to the Dipute Department you spoke to them a couple of minutes then handed me the phone. I sat here in this chair for 20 minutes filing a report. After I was done, they asked to speak to you again. I stood right in front of you, watched as you grab that orange post it pad and write down this number. He was shaking his head. I was shocked! I kept talking : When I asked you do I have to wait 10 days to have my account credited, you told me it probley wouldnt be that long. I opened up a new account, you had me sit right here for 20 minutes waiting for her to come back from lunch to do that. I spent about 2 hours 2 weeks ago in this branch. I told him : My locked account was accessed 2 days later and Im showing a negative {$2.00} debited for a non access atm. My provisional credit I was promised was denied with a different reference number and the wrong date I reported to the dispute department. You know what he said to me. He said : We dont handle Disputes in the Branch. That I needed to contact the Citibank XXXX number and he walked away leaving me standing there speachless. 

I was furious. The whole ride in the car I was on the phone with the dispute department. They confirmed that they had both reports and told me, I would be getting a denial letter for the one filed on XX/XX/XXXX too. Which this date has never come in the mail. Gave me the option to esculate my issue, so I agreed to further the investigation. Regardless the process would take 60 days. 

It has been over 60 days, and there is no record that was ever done. I believe that Citibank has violated their terms and conditions listed in their disclosures in regards to unauthorized charges. Not to mention the Consumer Protection Act. I want my {$400.00} that was taken out of my account. For all that I know my account was accessed from a breach on their end. I want it applied to the new account they had me open up which ends in XXXX. I will be including all documents spoke of. 

I thank you for your help, and hope to hear from you soon. 



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 explanation