Consumer complaint received 2016-11-07
Company: CITIBANK, N.A.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX there were, multiple unauthorized charges on my Citi Debit Card. Citi blocked my card and refunded me the transactions ( worth of {$700.00} ). Three weeks later, the same transactions show up in my account saying " other '' under description. I call Citi, they say the case was not in my favor. I ask what " case '', I was supposed to have XXXX liability for unauthorized transactions, not was I ever contacted in regards to the transactions. I am given a fax number - and it took over an hour on the phone - saying I should prove I have n't authorized the transactions. I check online, the original fraudulent transactions are completely deleted from the account, I just have Citi 's recent withdrawal of the same amount under " other '', with no merchant detail or information. Today I went to a branch to fix this. After one and a half hour, no resolution. It took that long for the manager to even find the original transactions since they have been deleted from the account. They all happened on XXXX XXXX - I have proof of a phone call with Citi as well as the issuance of a new card. Citi says XXXX of the transactions actually happened on the XXXX ( by which my card had to been blocked ), and that they are re-investigating, however they ca n't refund me the money. I was told it was an online transaction and I should check in with the merchant - that would have been useful if they had told me to do that XXXX XXXX, when the transaction happened, not now, 3 weeks later, when the order must have been fulfilled. it 's not my job to police fraudulent uses of my card, it 's Citi 's - they are supposed to have my back. Have they contact the merchant? I will never know because not XXXX single detailed of the so-called case has been shared with me - nor was I notified by Citi withdrawing that money. This is no OK. The bank ca n't just delete transactions, take money out of my account - all without notice or approvals. Now I am still missing {$700.00} worth of unauthorized charges and Citi says they are looking into it. How can I trust them with my money? This could happen tomorrow and they would be like " sorry, we do n't believe you ''. How can I prove I had n't authorized online charges, three weeks later, with no merchant data or warning / details form the bank as to what they have found? I understand they have to find a way to make a difference between unauthorized charges and disputed ones, but as a customer, I need to know they have my back. Even the manager was confused as to why the transactions disappeared from my account, or the multiple misleading informations regarding the transactions ( I was told it was done XXXX XXXX, then XXXX XXXX when in fact I had found it XXXX XXXX. the only proof I have is the text message from Citi warning me of a fraudulent transaction that they later did not own up to ).

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