Consumer complaint received 2022-08-03
Company: CITIBANK, N.A.
State: IL
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 XXXX XXXX ( my mother ) received a call from the XXXX XXXX representative, XXXX who informed her that they have been trying to call her regarding checks cashed starting XX/XX/XXXX to XX/XX/XXXX and they suspect fraud. XXXX immediately went to the XXXX XXXX to get details and then contacted Citibank to inform them of the fraudulent checks written by her daughter, XXXX XXXX who stole her checkbook. She filed a complaint for fraud, they mailed her documents to complete to begin the investigation. The amount identified on the initial investigation was documented at {$1600.00}. However, XXXX later received documentation from the XXXX XXXX and bank for a total of 67 checks totaling {$14000.00}. We have been communicating with Citibank fraud dept via phone. They have sent 3 letter responses XXXX claim denied due to not submitting the required documentation ; XXXX claim denied - the disputed transactions were not fraudulent ; XXXX - claim denied, did not respond in a timely manner. We have proof that we responded in a timely manner as we have kept documentation of all attempts to speak with local bank representatives and online representatives. Citibank fraud reps have not responded to our calls or emails. Attached is a list of all the activity and attempts to resolve this matter with Citibank fraud dept. 
XXXX immediately filed criminal charges and obtained a warrant for XXXX XXXXXXXX XXXX arrest. XXXX was arrested and jailed XXXX to XXXX and continue to face criminal charges in this regard. We have made numerous calls to Citibank fraud unit and have been shuffled around to various representatives, most who are not able to assist. We frequently are told a supervisor is not available and the supervisor or investigator will call back in 24 hours. We have not received such call backs. My mother is XXXX XXXX old and I've been assisting her in trying to resolve this matter as she is not tech savvy and it is very difficult to understand the bank representatives. The fraud dept is outsourced to offshore areas such as XXXX and the XXXX. We frequently request to speak to a supervisor, however, we are told they are not available and will call back in 24 hours. 
On XX/XX/XXXX a Citibank representative finally provided an email address to email a copy of all the checks and our concerns. That email was sent XXXX requesting an appeal of the denial of the 6 checks for {$1600.00} and to open a new claim/investigation for the 67 checks totaling {$14000.00}. On XXXX a supervisor in XXXX acknowledged our email was received and it would take 30-60 days to investigate. We have not received a response to the email for the total amount of the 67 checks. Please assist us with holding Citibank accountable to a proper investigation of check fraud.

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