Consumer complaint received 2017-09-26
Company: CITIBANK, N.A.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, 2017 my Citibank debit card was stolen and used without my awareness by an unauthorized party not long after I made an atm deposit into my checking account at a local Citibank branch. My debit card was used in what I was told was multiple unauthorized atm transactions totaling the sum of {$2400.00}. I am not able to list the exact amounts of the transactions because I have been restricted from my online banking following this incident and have been unable to receive sufficient information from Citibank representatives. I was notified via a Citibank alert of suspicion of fraudulent transactions on my account. As soon as I received the alert I immediately called Citibank to report the issue to their fraud department. I was told to file a dispute, which I did and and the Citibank representative told me there would be a 10 business day investigation conducted in which time Citibank would use to process provisional credit. I made numerous contacts to the fraud department following this day in order to keep up to date with the matter and give any other information they felt was relevant to it. I believe three days after filing my dispute I spoke with the investigator handling my case named XXXX. XXXX asked me a series of questions regarding the day of the incident, my most recent transactions, and any relevant information I may have about who made the unauthorized transactions on my account. Concluding our conversation, the investigator XXXX, informed me he would have the investigation finished within the week. After 72 hours of no follow up call or update from Citibank I called them to question the status of their investigation. I was then told by representatives I would have to wait the 10 days as previously mentioned by the representatives and that they would have an investigator call me. I mentioned that I had already spoken with their investigator,  XXXX. The representative told me that was n't possible because they had n't sent my case to him yet, and they would have someone get in contact with me within 48 hours. After 48 hours I again received no form of contact from Citibank and decided to get in contact with them myself. In my phone call to Citibank their fraud department informed me my claim was being denied verbatim, '' because my set pin number was used in the transactions transactions disputed therefore you must have authorized them ''. So even after promptly reporting the issue, calling consistently to give as much information as possible, and waiting their given time and incurring late charges on my bills my claim was denied. After being told my dispute was denied I demanded to speak with the highest level supervisor I could reach and was instructed to file another dispute. As instructed to I urgently filed another dispute with Citibank on XX/XX/XXXX. I have called Citibank every day since the day I filed my dispute to keep up to date and to resolve the matter in an urgent manner as I have been and am being negatively impacted by the situation. In every conversation with Citibank agents I have been told the investigation is still being conducted and to wait 10 business days again. Today on XXXX XXXX, 2017 I was informed Citibank would not change their decision from the last dispute because my pin number was used and i should 've been more careful with my pin number that my dispute was being denied. So after trying to resolve the dispute with Citibank 's fraud department, I was again instructed to file a third dispute which I filed today, XXXX XXXX, 2017. The reference numbers for my current dispute is XXXX and XXXX. I have been patience and non belligerent and non combatant with Citibank and its agents. However, their failure to handle my situation reasonably and lawfully has be-thrown my faith in Citibank 's proceedings.

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