Consumer complaint received 2021-02-06
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened a checking and a savings account with Citibank online on XX/XX/2021 to take advantage of the special bonus for qualifying balance. 

I deposited the {$500.00} to the checking account and {$15000.00} to the savings account from my main bank electronically on XX/XX/2021. 

On XX/XX/2021, I received a notification from USPS of my incoming mail with pictures of the actual envelopes. Two of the mails are from Citibank, one looks like an envelope containing the debit card and the other with the temporary pin. 

On XX/XX/2021, I collected the mail and found that the two envelops from Citibank were missing so I called the customer service at XXXX XXXX  PST and reported this issue to the customer service representative. The customer service representative said that she can not trace the mail and that there is nothing she can do. She transferred me to the new accounts department and I requested that they close the accounts. The representative confirmed that the accounts were closed and that I will receive a check for the {$15000.00} within 10 business days. 

On XX/XX/2021, XXXX XXXX  PST I received a Fraud text alert from Citibank about a {$660.00} charge at a XXXX Store. The text asked to respond yes/no to the charge, I responded NO. I called and reported the fraud and was informed of another charge for {$2700.00} at a XXXX XXXX Store. I went through the process of disputing the charge. I mentioned that I never received the debit card and pin and to immediately freeze the account and including the online access. The representative said the he froze the account and that I will not be responsible for the unauthorized charges. 

On XX/XX/2021, XXXX XXXX  PST I called the customer service line to follow up and inquire about why the account was not closed as requested on XX/XX/2021. The customer service agent confirmed that the account was not closed immediately, instead a request to close was processed. Therefore the charges were made. I repeated again that I requested an immediate closure which could have prevented the unauthorized charges. 

On XX/XX/2021, XXXX XXXX  PST I called the toll free number and asked for an update and informed that it is still under investigation. I explained the whole situation to the agent and to notate this time. I asked for a follow up call from a supervisor and she said I will get a call. 

On XX/XX/2021, XXXX XXXX  I called the toll free number after receiving a letter from Citibank notifying me about the results of their research. The letter stated that the {$2700.00} was made from the card and pin. I was told that my account is closed and I was refunded the sum of {$3000.00} and some change. I asked how my checking account had over {$500.00} and was told that there is {$8000.00} and change in my Savings account. I asked to be transferred to the dispute department and the direct line, They gave me XXXX XXXX XXXX. The phone never connected so I called the number and it is a fax number. I called the customer service and she said my account is locked and I need to call again. I called again and was never successfully transferred to the dispute line. 

I looked online for the dispute line. I called at XXXX XXXX PST and inquired about the case. I asked to reopen the dispute. She asked me for for additional information and to send the email from USPS to an incorrect email address. I attempted to send the email was returned. 

I want to report report Citibank for their negligence. They did not do a thorough investigation. Instead just looked at the obvious- using the card and pin excuse. They should not have sent the card and pin on the same day together. They should have closed the account immediately as requested. The should follow consumer protection guidelines.

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