Consumer complaint received 2022-08-24
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On or around XX/XX/XXXX I noticed hundreds of unauthorized transactions on my Citi debit card account spanning a three month period from XX/XX/XXXX to the beginning of XXXX for a total of {$12000.00}. Here is the full story. On XX/XX/XXXX I received a fraud alert from Citi about an unauthorized XXXX ride that amounted to {$100.00} which was declined by my bank. My card was canceled that day, however, the fraud never stopped ( there were around five more fraudulent transactions that very day ). 99 % of the fraudulent transactions were on XXXXXXXX XXXX, XXXX XXXX and something called XXXX XXXX While I do have XXXXXXXX XXXXs and XXXXXXXX XXXX  accounts, I use them infrequently. For example, I have taken twXXXX XXXX XXXX since XX/XX/XXXX. I do not have an XXXXXXXX XXXXs account. I disputed these transactions, however, Citibank has continued to say that I am liable for the transactions without explanation and without conducting an investigation. They provisionally refunded me a paltry amount of money on a few transactions which makes zero sense as they have not done an investigation. This continues despite me filing multiple appeals and providing them with evidence that I did not authorize these transactions. I know that they have not conducted an appropriate investigation because when I call the department I am read " notes '' from the investigation which insinuate that Citi believes that because I a ) have XXXX accounts and b ) use similar vendors such as XXXX XXXX and XXXX  these must have been authorized transactions. Likewise, I know after talking to XXXX that Citi has not opened an investigation into the unauthorized transactions. I have been forced to spend hours and days trying to get to the bottom of this and do my own investigation but continue to be thwarted. XXXX acknowledged that someone by the name of XXXX had access to my account. After telling them that I don't know anyone by the name of XXXX and had never given my card or information to anyone, they agreed to provide me with further details on the person who committed the fraud and the transaction details. In order to do this, however, I also need to provide a copy of the police report. I have tried numerous times, unsuccessfully, to file a police report with the XXXX XXXX because they say I need a signed affidavit from the bank alleging to fraudulent activity. I have asked Citibank numerous times for a signed affidavit and they continue to stonewall me. Despite calling and emailing multiple times per day, going directly to the branch, and emailing them screen shots of my authorized XXXX transactions from my account ( which shows that I never authorized the XXXX transactions ), I have not once gotten a call from the fraud department or a response to my email acknowledging the obvious fraud. I continue to have my disputes rejected without explanation except to say that they find me liable. It goes without saying that I have been a loyal customer of Citibank for XXXX years. I am appalled at the way I am being treated and further appalled that the blatant fraudulent activity to the tune of hundreds and hundreds of dollars a day on XXXX linked to an account that hardly had any XXXX activity previous to this, went completely unnoticed. The bank has failed to protect my identity and my money and I want the money that was stolen from me returned in full.

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