Consumer complaint received 2021-09-15
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I noticed that there were unauthorized transactions from my two citi checking accounts for the amount of : 1st account {$190.00} ( XXXX  ) and 2nd account for {$500.00} ( XXXX  ). I immediately contacted at XXXX citidebit customer service number on the back of my card, I specifically told them to deactivate XXXX  and do not post any XXXX transactions as they are all not mine. I was reassured that both debit cards will be blocked and replaced - my online/mobile app access to the accounts were blocked until I receive new cards. 
On XX/XX/XXXX I received a text that {$1000.00} XXXX payment and {$1100.00} money transfer were requested - I called citi debit at XXXX to notify them to stop payments as they are not mine. Again asked to check to make sure that XXXX is not active on my account- was reassured that eveything will be taken care of. 
On XX/XX/XXXX in the morning I found out that during the night there were additional online transactions performed on my accounts : 1st for {$1000.00} ( XXXX was already posted ), and I receive email from XXXX that they are trying to perform 4 XXXX transactions from my second account for {$190.00}, XXXX, XXXX, XXXX and a text from citi if I tried to transfer {$750.00}. I called citidebit at XXXX and notified them these are not my transactions on both accounts. I still didn't have access to my online or mobile app due to not having received debit cards. Again I was reassured that I don't have to worry and they will take care of those transactions. After I contacted XXXX and notified them as well about unauthorized transactions on my account. Since I was concerned about these transactions around XXXX I went to local citi branch at XXXX XXXX XXXX NY XXXX to check personally with the banker and possible close both accounts and reopen under new numbers. He told me that he doesnt see any transactions ; I am safe since my online access is blocked and there is no need to close my accounts. He also told me that XXXX wasnt de-activated on 2nd account. He helped me to de-activate XXXX on the 2nd account and ordered a replacement debit card though it supposed was to be done at least I was told so on XX/XX/XXXX. But he told me that it wasnt done. I also changed contact email in my profile with his assistance in case my existing email was compromised. 
XX/XX/XXXX around XXXX I activated my 2nd account debit card at the local branch XXXX XXXX XXXX and asked the banker to check email in the profile as I didnt receive any confirmation on my new email. She confirmed that it was changed though I still was receiving notifications on my old email. At XXXX I called citidebit to restore my online access. During the conversation with the representatives I found out that there were another 2 attempts to transfer money from my 2nd account for {$750.00} & {$850.00} that thankfully were stopped and they still dont see on the account the XXXXl transations I reported in the morning. They said that since my debit card is active now I can start using my online/mobile app. Right after the phone call that lasted for about an hour I tried to restore my online/mobile access but it didnt work. 
XX/XX/XXXX at XXXX I called XXXX and was able to restore my online/mobile access by changing user id and password and I found out that XXXX transactions ( {$190.00}, XXXX, XXXX, XXXX ) I reported on XX/XX/XXXX are listed as pending on my 2nd account. I initiated chat about XXXXXXXX XXXX with rep XXXX but after I gave all the details the chat got disconnected while I was waiting for the despute rep. I called citidebit again at XXXX and again provided all the details to customer rep. I was told to wait to be transferred to dispute center and again my phone call was disconnected. At this point I felt tired and frustrated of all the attempts I made to reach out citi and resolve these issues. 
XX/XX/XXXX in the morning I found out that all XXXX  transactions ( {$190.00}, XXXX, XXXX, XXXX from XX/XX/XXXX ) were already finalized and posted on my account as well as the one from XX/XX/XXXX for {$190.00} which I disputed on XX/XX/XXXX. I called citidebit and finally was able to speak to dispute center. XXXX posted conditional credit of 4 transactions from XX/XX/XXXX but not the ones from XX/XX/XXXX as they are still being investigated : 2 transactions for {$1000.00} & {$500.00} on my 1st account and {$190.00} for my 2nd account. 
At this point I want to close my both accounts with citi as soon as I get my money back. It is unacceptable that after multiple notifications, citi still continues allowing my money be taken by scammers and not protect me. Ive been with them since XXXX and I feel sad that quality I was relying on before lately declined so bad.

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