Consumer complaint received 2022-12-29
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Please be advised this complaint is being made with regards to Citibank and their Dispute Investigation Department. 

The following reference numbers are associated with this complaint ; XXXX XXXX XXXX XXXX On Thursday, XX/XX/XXXX, I, XXXX XXXX XXXX became a victim of a fraudulent scam. It was understood that I was purchasing a XXXX XXXX puppy from a breeder located in XXXX, Ohio ( see attached contract ). 

Not being able to reach the breeder, I became concerned and filed a dispute with Citibank on XX/XX/XXXX. The first dispute reference number is : XXXX in the amount of {$1200.00}. 

Subsequently, on XX/XX/XXXX, I contacted Citibank once again and spoke with XXXX and was provided another reference number : XXXX. It was explained that this dispute for monies fraudulently taken were in the amount of {$600.00} and {$900.00}. 

On XX/XX/XXXX I contacted the Citibank Dispute Department and spoke with XXXX at XXXX XXXX XXXX XXXXXXXX stated the investigation was still undergoing. 

On XX/XX/XXXX at XXXX XXXX XXXX I submitted supporting documentation, i.e., FBI Complaint, CFPB Complaint, FTC.GOV Complaint, Complaint made to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  see attached ). Called Citibank on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX to request an update pertaining to faxed documentation. 

On XX/XX/XXXX contacted XXXX  XXXX Department requesting an update on the investigation and spoke with XXXX. Email follow-up sent by XXXX at XXXXXXXX XXXX XXXX 

On XX/XX/XXXX called Citibank Dispute Department and spoke with XXXX, he stated " the investigation is ongoing and was provided a credit to my account in the amount of {$1200.00}. 

On XX/XX/XXXX. XXXX contacted Citibank Dispute Department the CSR stated that the Investigation Team denied my dispute. I was then transferred to XXXX who I asked to appeal the decision. Was provided a new reference number : XXXX On XX/XX/XXXX aXXXX XXXX XXXX XXXX., contacted Citibank Dispute Department XXXX XXXX follow-up and spoke with a XXXX. She stated that the appeal is in its " pending stage and the case was reopened ''. Explained to XXXX that this individual who took my monies is an imposter and using a fictitious profile on XXXX, using stolen picture 's of humans and dogs. Pretending to be a dog breeder and using a fictitious XXXX XXXX called XXXX XXXX XXXX which was requesting {$1500.00} to be paid to them, hence I refused. 

On XX/XX/XXXX, I requested to appeal this investigation and was denied. Citibank stated I was only able to receive a partial refund in the amount of {$760.00}, whereas I am at a financial loss in the amount of {$1900.00}. 

Furthermore, Citibank has been unhelpful with this investigation and on XX/XX/XXXX debited my checking account in the amount of {$1200.00} placing me with no monies and in the negative balance. 

Moreover, with all my supporting documentation submitted of over XXXX ( XXXX ) pages sent to Citibank, they still have gone ahead and denied my appeal and investigation. Regardless, I have become a victim of fraud and a scam. I changed all passwords and XXXX finally has closed the deceptive " persons '' page after reporting this nearly fifteen ( XXXX ) times. My monies are FDIC Insured and therefore, I the customer of Citibank since XXXX have never had any issues until recently, and Citibank should have taken the loss with attempt to their " investigation '' with the opposing parties financial institution. 

In sum, I am requesting the CFPB assist me with my complaint and obtaining any and all monies that are owed to me. 

I thank you in advance for you time and consideration. 

Regards, XXXX XXXX XXXX

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