Consumer complaint received 2017-04-27
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
O n  XXXX / XXXX /16, I d iscovered that someone had written checks under my  XXXX -year-old mothers name to her   XXXX   savings account from   XX/XX/XXXX  t  hru  XXXX / XXXX /16. Abo ut {$25000.00}  0ver two m onths. My mother lives in  XXXX   XXXX  CA while I live in  XXXX  FL. I am her   XXXX   child and Durable Power of Attorney. I contacted Citibank on   XXXX / XXXX /16 t o alert them to the fraud and was given a case number.      Got let terhead dated o n XX/XX/XXXX  saying case would be closed within 10 calendar days due to insufficient documentation ( Thus deadline was  XX/XX/XXXX ).      Called  Citibank  o n  XX/XX/XXXX  and t hey told me that I was supposed to submit a form we were never told about bef ore ( my husba nd and I did a conference call on speaker phone, so he heard everything they said too ).     Immediately filled out their form and notarized. Sent all documentation by  USPS   Priority Express Mail o n   XX/XX/XXXX  and USPS showed it delivered on  XXXX / XXXX /16 that was well within 10-day deadline cited in  XX/XX/XXXX  letter.      Nothing until I received a Citibank denial letter dated    XXXX / XXXX /16. Called Citibank on  XXXX / XXXX /16. After numerous calls, they refused to transfer me to Internal Review Unit, they said they never received the Priority Express mail. I told them I had proof from USPS that they picked up this mail. Staff then said they would look for the package and get back in touch with me. They never did.
On  XXXX / XXXX /16 again called Citibank IRU department. They stated they had no rec  ord of any of my prior calls in their computer documentation or of any received documentation and denied that staff were supposed to contact me. After I pleaded, they asked me to fax them the documents which I did asap ( see fax confirmation ) on the same day as the call. They also said Why didnt you file a police report? Which they never suggested in any previous phone calls with them.     They repeatedly asked why I hadnt filed  the Citibank rep ort in person on behalf of my mother even after I told them every call that I could not physically do so because  Citibank has no off ices where I live in  XXXX  FL. The closest Citibank branch i s one  in  XXXX  which is abou t 300 miles away. Citibank only  has ATM machines in  XXXX  FL.     On   XXXX / XXXX /16 re ceived another letter saying case was closed because I did not meet the reporting deadline.      FYI, Citibank N EVER sent any mail notification to my mother regarding this rapid withdrawal of funds from her saving account that was highly unusual activity since no monies had ever been withdrawn from this account before. The signatures on the checks do not remotely match my moth ers signature. Citibank also had an internal Citibank Investigative unit staff call and interview me on  XXXX / XXXX /16 about the case and my existing evidence so that CITIBANK could recover money but NOT my mothers account. They insisted that their internal investigation was different ( two  separate things ).

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