Consumer complaint received 2021-10-28
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Whom it May Concern : On XX/XX/2021, we were victims of mail theft and debit card fraud. The below listed dates and withdrawals were fraudulently made from our joint-checking Citibank Account no. ending in XXXX. We opened this joint checking account virtually on XX/XX/2021. Between XX/XX/XXXX and XX/XX/XXXX, we only made virtual deposits, and no withdrawals. From XX/XX/2021 and the date of the crime, XX/XX/XXXX, we have been waiting for our debit cards to arrive in the mail, but never received them. 
Dates Transaction Amount XX/XX/2021 {$500.00} XX/XX/2021 {$400.00} XX/XX/2021 {$400.00} XX/XX/2021 {$400.00} XX/XX/2021 {$200.00} XX/XX/2021 {$200.00} XX/XX/2021 {$50.00} Total {$2100.00} It was to our surprise when we received two emails from Citibank on XX/XX/XXXX, stating that both of our Citibank debit cards had been unlocked using Citi Quick Lock through a customer service representative and is now ready to use! Neither of us received our debit cards and we never set up a PIN number. The above listed transactions were all made in XXXX XXXX, CA before XXXX on XX/XX/2021. 

Upon receipt of the email notifications, we immediately notified Citibank of the fraud and froze our debit cards and joint checking account. I inquired with Citibank how this could have happened because I thought we had to somehow verify our identity in order to activate a debit card. The Citibank representative explained that the bank mailed BOTH the debit cards AND PIN numbers in separate mailings. Meaning, the mail thief would have obtained both pieces of mail in order to commit the fraud. This is a huge violation of security. I've never had a bank mail me a temporary PIN number before, and I find this practice concerning. 

Both joint account holders were traveling in XXXX XXXX from XX/XX/XXXX and we did not return to XXXX XXXX until XX/XX/XXXX, XXXX. It is therefore impossible for Citibank to consider these charges as activity to be consistent with [ our ] normal banking activities. If Citibank checked the video surveillance footage at the locations these transactions were made, anyone will see that we did not make these withdrawals. 

We provided Citibank with our detailed travel itinerary and hotel receipt to prove that we were not in XXXX XXXX when these fraudulent charges were made. We also provided Citibank with the police report, ( ref no. XXXX & case no. XXXX ) we made with the XXXX XXXX  XXXX  XXXX We reiterated that the above referenced charges were made fraudulently and without our consent many times, in follow up calls to check on the status of the investigation with Citibank. 

To our dismay, Citibank reviewed our appeals request and still denied our claim. We are hereby filing this complaint against Citibank. Thank you, kindly. 

Very truly yours, XXXX XXXX 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 monetary relief