Consumer complaint received 2024-05-02 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.
State: NY

Complaint narrative:
CITIBANK CASE NUMBER : XXXX I am client from Citibank since XXXX. I have a long history with the bank. 
In the end of XXXX last year, I went to my father 's funeral. After coming back to USA I realized I was a victim of a fraud. I called citibank and they toldI should cancel my debit card. I did cancelled it and they sent me another card. They assured me I did not have to change my pin. I received the new card. 

On XX/XX/XXXX this year when I went to check my account on CITIBANK I had XXXX dollars on it. I called the fraud department again after realizing that a lot of money was taken from my account. The person on the phone help me to find all the fraudulent transactions that did not belong to me. It is very easy to detect them because they have strange names and they were all made from XXXX. I called the bank, I cancelled my card again and this time I also changed my pin, following the advice of the Citibank Fraud Department. I also submit an investigation again regarding the charge below. 

The bank completed the investigation and they sent me a letter saying that they will take the money from my account because the card and the pin used were done by me. I think their investigation is unacceptable. THEY KNOW MY CONSUMER HABITS, they know I live in the USA and I can not buy something in the USA in the same day I buy something in XXXX. They know I did not made these expenses and they know I follow exactly what the fraud department told me to do. 

The investigation was completed and they refused to accept my complain althought they know that I DID NOT MADE THESE EXPENSES. 

I am a victim of a fraud of {$2900.00} The people who took the money were in XXXX. I LIVE IN THE USA. HOW IS THAT POSSIBLE? 

They response is that the transactions made between XXXX and XXXX were made with my card and pin number. I cancelled the card in XXXX and received a new one in XXXX. HOW IS POSSIBLE THAT PEOPLE TOOK MONEY FROM MY ACCOUNT FROM XXXX using my new card I received in the USA in XXXX? IS THEY USED THE SAME METHOD TO TAKE MONEY from my account they used in XXXX XXXX XXXX It is very easy to see THAT IS A FRAUD. IT IS unacceptable that CITIBANK do not recognize they did a mistake with me. I am a client from the bank for a long time.

I am on the phone with them for more than one hour to try to reopen the case. This is my second call. During my first call, i got disconnected after 40 minutes of waiting.

BELOW YOU HAVE THE LIST OF ALL THE TRANSACTIONS THAT WERE NOT MADE BY ME. THESE ARE FRAUDULENT TRANSACTIONS. 

Transaction DATE / TRANSACTION AMOUNT XX/XX/XXXX - {$61.00} XX/XX/XXXX - {$41.00} XX/XX/XXXX - {$59.00} XX/XX/XXXX - {$40.00} XX/XX/XXXX - {$62.00} XX/XX/XXXX - {$61.00} XX/XX/XXXX - {$41.00} XX/XX/XXXX - {$60.00} XX/XX/XXXX - {$60.00} XX/XX/XXXX - {$40.00} XX/XX/XXXX - {$60.00} XX/XX/XXXX - {$40.00} XX/XX/XXXX - {$61.00} XX/XX/XXXX - {$40.00} XX/XX/XXXX - {$60.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$98.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$30.00} XX/XX/XXXX - {$99.00} XX/XX/XXXX - {$28.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$60.00} XX/XX/XXXX - {$40.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$30.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$30.00} XX/XX/XXXX - {$99.00} XX/XX/XXXX - {$19.00} XX/XX/XXXX - {$30.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$100.00} XX/XX/XXXX - {$20.00} XX/XX/XXXX - {$29.00} XX/XX/XXXX - {$99.00} XX/XX/XXXX - {$19.00} XX/XX/XXXX - {$29.00} XX/XX/XXXX - {$99.00} XX/XX/XXXX - {$99.00} XX/XX/XXXX - {$29.00} The total amount of these frauds is {$2900.00}.

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