Consumer complaint received 2024-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.

Complaint narrative:
I am a XXXX Citibank client residing in the XXXX XXXX. 

On XX/XX/XXXX, I visited the branch located at XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX ( which I usually visit ) with concerns about not being able to view my statements online. Since I hadn't visited the United States since XXXX, this occasion specifically in XXXX, I could only check my account balance at a Citibank ATM, which is the only one we trust for such purposes. 

Upon arriving at the Citibank office, I approached the ATM and was unpleasantly surprised to find that my account balance was only about {$7000.00}. Immediately, my husband and I went to the customer service desk at the establishment to report the discrepancy we found in our account balance, as our expenses did not justify such a significant difference. The Citibank representative who assisted us printed out our statements, except for XXXX as it was not available on the platform. 

We discovered a large number of unknown charges at specific establishments made with my debit card, which were neither authorized nor made by me. The Citibank representative informed us that the procedure was to cancel the card and call by phone to file the claims. She assured us that the fraudulent charges made to my account with that card would be reimbursed. 

Immediately on the same day, XX/XX/XXXX, we followed the instructions to cancel the card and file the claims for the fraudulent charges over the phone. I contacted Citibank customer service and explained the situation, stating that NONE of those hundreds of charges at those establishments were ours ( Claim ID : XXXX ). The representative informed me that the process could take up to 12 weeks to conclude. 

In XXXX, we received an initial letter sent on XX/XX/XXXX to an address we have in the US, regarding a claim for only {$200.00}. Since we were informed that the process would take weeks, we trusted that the other charges would be handled similarly and that we should wait the specified time. 

On XX/XX/XXXX, not having received any further communication, I called again and was informed that due to an error by Citibank 's customer service, only that one claim had been processed, and all the fraudulent charges we reported on XX/XX/XXXX, should have been detailed addressed ( Recorded Call )XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX were submitted ( Recorded Call ), followed by claim XXXX XXXX XXXX XXXX XXXX XXXX  fraudulent charges. 

Up until our visit to the bank in XXXX, I never received an alert from the bank regarding suspicious charges, neither by phone nor email, especially considering the large number of charges that have never been a pattern in the time my account has been open and are completely unusual and suspicious. 

Subsequently, we received three communications from Citibank absurdly denying disputes XXXX, XXXX, and XXXX. We are still awaiting a response regarding dispute XXXX ( see attached copies of letters ). 

From the outset ( XXXX ), we have been disputing all these fraudulent charges and following the guidelines set by Citibank. I have explained my situation several times to the service agents, including my lack of access to the online account from the XXXX XXXX ( reported several times ), never receiving any alert of suspicious activity from the bank, and reporting the fraud immediately upon discovery. 

We had complete trust in the security of our account at a bank like Citibank. We always believed that such an obvious situation of so many unusual transactions should have triggered alerts through some means. 

On XX/XX/XXXX, still without receiving a response to claim XXXX, we requested, exercising our rights, copies of the investigations conducted for all disputes. As of today, XX/XX/XXXX, we have not received these communications, neither via email nor mail. However, we did receive a positive response regarding the claim that only included a charge of {$200.00} from one of the establishments where most of the fraudulent charges were made. 

We truly do not understand why only one charge was resolved when all were reported simultaneously. 

We earnestly requested via XXXX letter to Citibank client services on XX/XX/XXXX that they provide us with the investigation and review these cases while respecting our legal rights. This situation is personally affecting us and is also affecting our status with the bank, among other things. 

up to date I have not received any response from client services.

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