Consumer complaint received 2023-04-10
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I realized that my debit card was being used without my authorization, I called the bank customer 's service line to alert them of this and the bank Rep I spoke to filed a dispute for the unauthorized transactions, two weeks later I realized that my account was still being used, I logged into the bank online app and notice that the card I had previously reported as being compromised was still active, I manually froze the card and called the bank and upon making them aware of this, the rep apologize and said they will issue a new card immediately and that she will expedite the process, she also said she will add the new transactions into the dispute filed on XX/XX/XXXX. 
Few days later i received a new card ad upon trying to activate the card or use it and I wasn't successful, I didn't sweat it because I wasn't desperate to use it, few days later i realized that the Bank Rep had send me a debit card that has exactly the same numbers of the card I initially called in for on XX/XX/XXXX to report that it was compromised, I called the bank back they apologized and send me another card as well as letting me know they've issued temporary credits to my accounts fr the transactions in question. 

Now here its where it get mucky, the bank will send me several letters, each letter for each disputed transaction asking to narrate what happened, basically all the letters are asking for the same thing, I wrote a letter in response to all of them and took it to the banking branch in XXXX XXXX and the bank concierge took the letter to mail to their frau/dispute department, I also took the liberty of sending the the letter via email as it was one of the options they provided in their letter. 
Since then i will receive letters telling me transaction is approve after investigation and its permanent and on the other hand I received letters telling me that they are reversing their decision on some of the transactions which are also from the same merchant ( s ) they have provided permanent resolutions. 
And now I've received several letters telling me some transactions are being denied, and few days letter I will see letters of transactions being approved. 
They are different case IDs for this transactions which is even confusing because I was told this dispute will be one case or 2 at the bare minimum but i'm dealing with several different case ID # s for the same transactions in different letters. This whole thing have added a lot of stress and increase in my blood pressure, I've tried to address this with the bank but most of the bank reps I spoke to usually don't have answers to what is going on. 
Recently a transaction of {$120.00} from XXXX XXXX XXXX  with case ID : XXXX was reversed on XX/XX/XXXX and debited from my account and upon calling the bank, the Rep I spoke to told me the ban needs more information to resolve the dispute and he suggest that I file an appeal for the case, he gave me an email to send my letter of appeal which I did and nothing has happened, few days ago I received a letter listing some resolved disputes and another transaction of {$200.00} from XXXX XXXX  XXXX with Case ID ; XXXX is among the revolved dispute. 
Today I spoke to another Rep who told me she doesn't know why and suggest i file an appeal, at this point i'm beyond exhausted and my XXXX  is through the roof.

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