Consumer complaint received 2017-10-18
Company: CITIBANK, N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been a satisfied Citibank Customer for the last 7 years. Despite I dont live in United States, I opened an account in XX/XX/XXXX in  XXXX, Florida. Since then, I use it just for savings. 
In XX/XX/XXXX, I tried to go into my online Citibank account and I could not. So, I called at Citibank call center, just to find out that my account was closed by Citibank and It was empty. They did not notify me about the closing. 
It was a real shock for me, because I did not use this account as my day to day checking account, but as a savings account. When I asked for the last movements of my account, the operator described to me 9 different unauthorized withdrawals that happened during XX/XX/XXXX. Three ( 3 ) of them were made physically in different branches of the bank. As I said I dont live in USA, so I immediately denied them. Attached you will find the details of this movements, for a total amount of USD XXXX. This information was all supply to me by the Citibanks Call Center. It is VERY important to note that when all this movements took place I was not in United States. Even worst, I actually have never been in Illinois, in my whole life, where all the face to face withdrawals were supposedly made. 
Also, the operator said this movements were made with a debit card ending in XXXX, that I never had. My actual debit card ends in XXXX, and it is physically WITH ME at this moment. My expired debit card ended in XXXX. 
As I denied this movements, he put me on contact with the dispute department. They asked me if I had already done a complaint with the Police, and I answered I have not yet because I live in XXXX de XXXX and I have no plan to travel to U.S.A. After that, an internal investigation was opened and she gave me a following case number. 
In XX/XX/XXXX, I called to the same Citibank phone number to follow my case ; and the operator told me that the case was denied because I had not make a formal complaint with some police department. She also told me that If I want to re-open the case I need to make a complaint. ( And suggested that I need to travel to U.S.A. and talk directly in a Citibank branch ). 
After I made it public on XXXX, they call me and ended up opening a formal complaint ( In fact, two ( 2 ), one for branch withdrawals, and other one for ATM withdrawals ) and I am still waiting to know the results. I am really needing your help to go forward with this investigation. It is my savings for the last 7 years, and I need my money back. As I said, I was not in United States when the movements happened, I have never had the debit card ending in XXXX, and It wasnt me who made the withdrawals. Also, due to my account history, they can see that this type of movements was very unusual. 
Also, I made a complaint with the Federal Trade Commission ( FTC ) which I report an identity theft. Attached you will find the report.

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