Consumer complaint received 2016-10-23
Company: CITIBANK, N.A.
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, 2016 I discovered that a series of unauthorized withdrawals have been done on my account with XXXX XXXX XXXX XXXX. These withdrawals go all the way from XXXX XXXX up to XXXX XXXX in the amount of {$2000.00}. I have attached a snapshot of transactions from my account. 
I tried to report this immediately to the bank by calling them the minute I noticed this ; however, as it was a Saturday, they 're answering service could not do much but take my message and refer me to their XXXX XXXX service whom I discussed my situation. 
On Monday, XXXX XXXX, I spoke to XXXX from Member Services who instructed me to file disputes and claims on these transactions. She also told me that under Federal Regulations, I can only dispute up to 60 days out from the time of my claim. As such, they were only able to recover all but {$350.00} of fraudulent withdrawals. 
Later, XXXX called me to explain to me what they are doing and that as she said earlier can only recover transactions within the last 60 days. They said that I should discuss my situation with Citibank as these amounts are outside the 60 days window for disputes. XXXX also explained to me that these may not be fraudulent transactions but possible an error on the part of the other party who happens to bank with the XXXX XXXX also and has the same digits in their account no. except for the last XXXX which could have been transposed inadvertently. 
I said that, regardless these are unauthorized transactions and should be reversed especially the fact that the other party banks with them and therefore they have reign over that account and this entire incident for that matter. She said however, there are regulations and that Citicard needs to be the XXXX to reverse such transactions which was the same way the other transactions were treated except for the first or early transactions which apparently are being ignored. 
I tried reaching someone at Citicard and Citibank for two weeks who could help me. I was thrown around as no one knew how to handle such a case. So everyone I talked to said that it is my bank who should deal with this on my behalf. 
So, as you can see, I 'm in the middle of this being thrown back and forth between these XXXX banks. 
I am filing a complaint on XXXX XXXX XXXX for not resolving this issue that is just, and washing their hands off by using a technicality under supposed Federal Regulations law ; furthermore, for not having the proper accounts system to prevent such an error like this, if it is, to protect their client-members. 
I want to also file a complaint against Citibank/Citicard for ignoring my calls regarding this matter and for taking my case lightly. I had sent them a letter based on an address I was given by their customer service, and have yet to hear from them. With that letter is a copy of the credit union 's request to Citicard to address the transactions that occurred in XXXX, which according to them Citicard had ignored or have not responded to at all. I 'm also attaching that letter here. They are as much responsible for not ensuring such a fraudulent use of other people 's account and for failing to correct this appropriately given the evidence that these are fraudulent transactions. 
Whether there is a 60 day dispute window or not, such should not be an excuse to avoid correcting what truly are unauthorized transactions. What this incident implies is that we can not completely rely on banks to keep our monies safe without us having to check on it from time to time. This is a disgrace! 
Please help me recover my savings. 
Thank you.

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