Consumer complaint received 2020-10-05
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2020 - I opened Checking and Savings accounts with Citibank. I transferred {$2000.00} to Checking account and {$5000.00} to Savings account. 
XX/XX/2020 - Someone stole letters with a Citibank debit card and a pin code. 
XX/XX/2020 - Someone use the stolen debit card to withdrew {$3000.00} with the teller in the Citibank branch. 
XX/XX/2020 - Someone used the stolen debit card to make purchases in XXXX  and XXXX in the amount of {$640.00}. 
XXXX - I checked balance and found unauthorized transactions in my account. I locked the debit card immediately, called to Citibank and created claims for Checking and Savings accounts. 
XX/XX/2020 - XX/XX/2020 - During few months I tried to return my money from Citibank. It is a third complaint about this issue. More details about my steps in the first complaint XXXX and the second complaint XXXX. 
XX/XX/2020 - I created first complaint in Consumer Financial Protection Bureau. XX/XX/2020 - I received a response from Citibank through CFPB that my claim for Checking account was reopened. First complaint was closed in that time. 
XX/XX/2020 - Citibank denied my claim for Checking account again in the third time. 
XX/XX/2020 - I received a letter from Citibank that my claim for Savings account also was declined. 
XX/XX/2020 - I received a response from Citibank through XXXX where the bank asked additional proof that I was out of the town when unauthorized transactions happened. 

My statement : - I had never received letters with the debit card and pin code. I didn't authorize anyone to use my debit card. All transactions from the debit card were unauthorized. 
- Unauthorized withdrawal happened XX/XX/2020 in XXXX XXXX, CA. Unauthorized purchases happened XX/XX/2020 in XXXX XXXX, CA and XXXX, CA. I was in a trip in XXXX XXXX CA from XX/XX/2020 to XX/XX/2020. 

As a response for my second claim Citibank requested additional information. Let me provide it here : - Citibank quote : " When a Citicard is ordered, we never send the card and the PIN number together. Citibank mails these two items separately due to safety measures. Your Citicard was mailed on XX/XX/2020. ". 
My answer : Please find the attached file " XXXX - Informed Delivery Daily Digest.pdf '' which shows that on XX/XX/XXXX I could receive 4 letters, it looks like 3 of them from Citibank. As minimum, one of the letter was sent from " XXXX Citibank drive '' so it is definitely Citibank 's letter. Despite the fact that you sent it separately they arrived in the same day. So, there is no difference if you send it in one letter or two. Feel free to check letters which you sent with my attached file. 

- Citibank quote : " You have now provided a copy of the XXXX XXXX  receipt showing you were out of town. We had our back office review the document and it would be denied again due your name not being listed. We ask you provide proof of payment for the XXXX XXXX  by providing another receipt or your credit card receipt showing payment with your name. '' My answer : first of all, attached XXXX receipt contains my name on it, it says " XXXX : XXXX XXXX, XXXX XXXX ''. Please double check it. Just in case, I attached this receipt again " XXXX  receipt.pdf '' and a snippet where you find necessary field : " XXXX  receipt snippet.png ''. Secondly, I attached statement from XXXX XXXX XXXX where you can find transaction for XXXX as you requested : " XXXX ''. And, just in case, a snippet for that transaction : " XXXX.png ''. 

To sum up : My debit card has " Zero liability guarantees ''. I notified Citibank about fraud in few hours as soon as I found unauthorized transactions. In accordance with the law and my Citibank debit card agreement I should not be responsible for unauthorized transactions. I didn't authorize anyone to use my card.

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