Consumer complaint received 2020-10-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
RE : XXXX Claim Numbers : XXXX & XXXX Dear Citibank Executive Response Unit., XXXX XXXX XXXX and XXXX XXXX XXXX Updates : 1. You recently refused to answer to my Consumer Financial Protection Bureau complaint number XXXX based on my wife being listed as a point of contact in my CFPB complaint since you stated she was not on my account due to privacy concerns. I am now submitting a new Complaint with the CFPB. 

2. As my original complaint detailed, on XX/XX/2020 I opened yet another claim with the Executive Response Unit ( claim reference number : XXXX ) it was assigned to XXXX XXXX. I requested specifically to have someone please contact me but did not receive any calls. On XX/XX/2020, I  followed up with the XXXX and requested to speak to Ms. XXXX. At that time she informed me that they had received my compliant, she had not yet started her review, and that she has time to respond but was not able to provide me with anything further at that time. I have not heard back from Citibank as of today ( XXXX ). 

Here is my original complaint in full datedXX/XX/2020 as sent to you via e-mail : This letter is to provide notice that I am now seeking help from the New York Banking Commission, the Federal Deposit Insurance Corporation, and the Federal Trade Commission. I will be filing complaints with each of these consumer protection agencies in addition to any other consumer protection agencies that will investigate this matter regarding your repeated denial of my {$3000.00} claim for an unauthorized Teller Cash withdrawal that was made from my Citibank Savings account without my permission and your failure to investigate my claim thoroughly despite numerous attempts. 

I have been attempting to resolve this matter with Citibank since XX/XX/2020 and opened numerous claim numbers providing all of the requested information. Citibank has repeatedly disregarded my claims, I have been provided with inconsistent information regarding the location of the fraudulent unauthorized cash withdrawal, and Citibank has been unresponsive to my numerous attempts to get clarification and justification for the denials. This unauthorized Teller transaction was done without my permission at a Citibank Branch via your Teller and I would like to see all of the documentation, location information, withdrawal slips, signatures, as well as any forms of identification ( s ) that were utilized.

I still have my Citibank Debit Card in my possession and have been this entire time, I have never given it to anyone to use, and I have never shared my personal identification number with anyone. I have never used any Citibank Branches in XXXX nor have I ever used any non-Citibank ATMs. This can be easily seen by a review of my account activities - I have been a long-standing customer of Citibank for 17 years with my accounts opened since XXXX. Your explanation that the video surveillance is not clear therefore you can not clearly identify the person conducting the transaction is simply unacceptable. Your videos should show that I was not the one who was standing at the Teller conducting that transaction. 


On XX/XX/2020 at XXXX I was at the XXXX XXXX XXXX XXXX XXXX and made a ATM cash deposit to my Savings account using my debit card. On the same day (XX/XX/2020 ) at XXXX, a {$3000.00} unauthorized Teller cash withdrawal was made from my Citibank savings account ending in XXXX at a Citibank Branch via teller # XXXX. Based on the information Citibank provided me via telephone customer service this withdrawal was done at a Citibank Branch in XXXX, NY. The Branch Manager at the XXXX XXXX Branch who has attempted to assist me on multiple occasions in escalating this claim also confirmed that the Withdrawal was done at a Citibank Bank Branch in XXXX, NY. I have requested on multiple occasions to be provided with the exact location and both Customer Service and the Branch manager refused to provide me with this information stating that they were not able to disclose the information to me. 

I became aware of this unauthorized teller cash withdrawal transaction in XX/XX/2020when I went to the XXXX XXXX Branch to withdraw funds via the ATM and noticed that my savings account balance was low and missing money. I immediately reported the unauthorized withdrawal that day in the XXXX XXXX Branch. The Branch advised me to open a new account and keep my old account ( ending XXXX ) open but blocked/frozen while the unauthorized withdrawal was investigated. 

In a letter dated XX/XX/2020, I was informed that the forgery fraud claim number XXXX was denied since Citibanks investigation found that my card was used as a form of identification at the time of withdrawal using my personal identification number. I called customer service immediately after receiving this denial letter and requested that the case be re-opened. I was sent documentation to complete and return which I did promptly. I followed up to ensure that everything was submitted and I was informed that they did not receive the documentation. The next day, Saturday, I went to the XXXX XXXX Branch to inquire about the missing information and showed the letter. The Branch manager assisted me in  calling customer service and they informed him that they had all of the documents necessary and were still investigating my claim. 

I received a subsequent letter dated XX/XX/2020 which was identical to the previous denial letter stating the same denial reason : my card was used as a form of identification at the time of withdrawal using my personal identification number. I called customer service again to re-open my claim and ask if I could speak to someone or provide additional information. I received a subsequent letter dated XX/XX/2020 indicating my claim was denied based on no new information received or discovered that would change the denial reason. 

I went to my local XXXX NYPD precinct in XXXX, NY sought assistance with the repeated denials I received from Citibank. They took my information and filed a police report to report the unauthorized transaction Police Report Confirmation Number : XXXX. 

OnXX/XX/2020, between XXXX XXXX EST I called customer service 4 times in an attempt to re-open my claims and speak to someone in order to obtain detailed information regarding the denials. Each time I was connected to an agent the call would disconnect 1-2 minutes into the conversation and I did not receive any call backs. 

OnXX/XX/2020, starting XXXX EST I began calling customer service and was disconnected 5 times before I was finally connected to the Executive Response Unit and was able to create a new claim to investigate the unauthorized Teller Cash Withdrawal with the Executive Response Unit claim reference number : XXXX assigned to XXXX XXXX . I attempted to contact XXXX XXXX on multiple occasions but was told she was in meetings and unavailable. She has never returned my requests for a call. I have most recently received another denial from Citibanks Executive Response Unit following my claim created on XX/XX/2020. 

OnXX/XX/2020 I opened yet another claim with the Executive Response Unit ( claim reference number : XXXX ). I requested specifically to have someone please contact me so I can explain the situation in detail and so that they can review the prior investigation notes. 

I am writing this letter because I did not receive a satisfactory response to any of my prior contacts with Citibank Customer Service or Citibank Executive Response Unit. I have never experienced a situation like this before and truly felt that my account and savings were safe as Citibank is a very well-known and reputable bank. I immediately reported this fraud on my account upon receiving my account statement and have been trying to resolve this matter since XX/XX/2020. I understand the impact on business operations and delays caused by COVID-19 ; however, I am extremely disappointed in the level of customer service and lack assistance I have received so far. I am upset that my requests to speak to someone regarding my claim has been disregarded. I do not think Citibank has done the appropriate due diligence with respect to my claim and they have not looked into the activity across my accounts especially the ATM cash deposit that I made on the same day the unauthorized withdrawal was conducted. I am the only provider in my household and the funds in my savings account are hard earned. I am devastated that someone was able to go into a branch and steal funds from my account. I do not feel confident that my hard earned money is safe with Citibank based on this experience. The lack of detail and explanation relating to the denials and the reason provided that video surveillance is not clear is simply unacceptable. 

To resolve the problem, I would appreciate your assistance in getting my money refunded. As I have communicated to you on numerous occasions, I am happy to provide any additional detail, documentation or information needed via telephone, mail or email. I look forward to your reply and a resolution to my problem.

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