Consumer complaint received 2025-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: CITIBANK, N.A.

Complaint narrative:
I was the victim of fraud on my debit card ending XXXX on XX/XX/XXXX. I only was informed by email for the first transaction of {$100.00} USD, however the next 12 transactions of {$200.00} and {$300.00} were not informed as a fraud and all were executed consequently in less than an hour. The total fraud is {$3500.00} USD. 
The fraud on XXXX XXXX was in this order for less an hour in the same place XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX : 1. Debit Card purchase at XXXX XXXX {$100.00} XXXXXXXX XXXX purchase sign based at XXXX XXXX {$200.00} XXXX XXXX purchase sign based at XXXX XXXX {$200.00} XXXX. Mobile purchase sign based at XXXX XXXX  {$300.00} XXXX. Mobile purchase sign based XXXX XXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXX XXXX {$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX  {$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX XXXX$300.00} XXXX. Mobile purchase sign based at XXXXXXXX XXXX  {$300.00} The fraud was conducted in XXXX minutes with the following intervals between each fraudulent transaction at the same plaXXXX XXXX XXXX XXXXXXXX XXXX NY XXXX : XXXX. Minute 0 2. 5 minutes 3. 4 minutes 4. 4 minutes 5. 4 minutes 6. 4 minutes 7. 7 minutes 8. 5 minutes 9. 4 minutes 10. 2 minutes 11. 9 minutes 12. 3 minutes 13. 2 minutes The only transaction informed to my email was the first {$100.00} at XXXXXXXX XXXX, when two fraud transactions were already executed. The other 12 transactions were not informed at my email.

It is clear that all the 13 transactions are a fraud and I understand that the XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX participate actively in this fraud due a correct person not pay {$3500.00} USD in 13 transactions with this sequence of difference of minutes between each transaction. 
I live in XXXX and I have not traveled to the USA since XXXX, XXXX, So I do not execute the transactions. I request to Citibank during his investigation to confirm the IP directions from were executed the 13 fraud transactions, to confirm that this transactions were not executed by me that I am located at XXXX not United States of America. 
On XX/XX/XXXX, where I reviewed my account for the {$100.00} that I received a notification, I observed the 12 fraud transactions as pending. 
I called Citibank to dispute the charges, investigate why fraud did not block 13 transactions at the same place in less than an hour, why I was not informed about the 13 transactions, and to block the debit card ending XXXX. In the first call the dispute information was received but the card was not blocked. Case # XXXX. 
In a second call the debit card was cancelled, and a new debit card was requested on XX/XX/XXXX at XXXX. 
On XX/XX/XXXX in the afternoon I called Citibank call center to know the tracking number for the new debit card and I was informed that it was not ready, maybe on Tuesday due it was requested on Friday after XXXX. 
On XX/XX/XXXX at XXXX I received an email " Hi, xxxx. Your Citibank Debit Card ending in XXXX has been successfully unlocked and is now ready to use! '' When this corresponds to the new debit card that was not already shipped. 
I called immediately to Citibank for an explanation and the Citibank call center can not see an activated debit card. He thought it was a card ending XXXX and did not understand that the activated card was the new ending XXXX. So, he communicated to fraud personnel, and they informed that the new card was activated. 
How could a new debit card that was not shipped and that was observed as not activated at the Internet account, was impossible to activate, the option was unavailable, how could it be activated and the call center can not observe it? 
I ordered to cancelled the new debit card ending XXXX and requested a new card. I received an email that my request for a new debit card was received on XX/XX/XXXX at XXXX. 
Approximately at XXXX I called again because I observed that the new debit card was not cancelled and the person that answered, told me that the person before did not cancel the new debit card and requested a replacement with the same number ending XXXX. He cancelled immediately the new debit card but could not request a new card due he could not call me international due am located in XXXX and a Supervisor was not available at this time. So, I request to completely block my bank account because I feel very insecure with the way the fraud was executed and that a new card was activated without be shipped to XXXX. 
You can see the email below at XXXX XXXX XXXXXX/XX/XXXX that the new card ending XXXX that was activated the day before, Hi, XXXX Good news! We shipped your Citibank ATM/Debit card ending in XXXX on XX/XX/XXXX. The card should arrive shortly, so be on the lookout and remember to activate it by following the instructions provided. 

How is it possible that a new card not shipped was activated by someone not authorized and the Citibank not generate a fraud alert? 
I had been with my Citibank account for more than 15 years and I never had a problem, now I feel completely unsecured due a fraud was executed, and I was not informed on time, and the fraud was not blocked on time due not real time monitoring was executed for multiple consecutive transactions executed in less than an hour in the same place. And why the new debit card ordered and not shipped was unblocked by someone and fraud department was not informed on time for an account that is supposed to be under extreme monitoring for 10 days due the fraud reported? 
On XX/XX/XXXX, I called again to order a new card, however I am afraid that the new card could be activated again before being sent. As I live in XXXX I need the new debit card to be sent by a certificate mail company such as XXXX or XXXX, to track the card and avoid more issues. On XX/XX/XXXX, XXXX XXXX XXXX I received an email that my new debit card was shipped, however, no information about the courier ant tracking number had been provided. 
Reviewing my account online I observed that all the XXXX fraudulent transactions passed from pending to posted on XX/XX/XXXX. I would like to know and see the XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX which kind of documentation was supplied that support the charge being valid by Citibank. I am completed interested to know the details of this fraud investigation that affect my bank account. 
I am requested to receive all my money {$3500.00} USD that was retired by a fraudulent process on XX/XX/XXXX and that continue on XX/XX/XXXX with the activation of the new debit card before it was shipped to XXXX. 
I appreciate your help with his case and investigating who, how and why is activating a new debit card before sending it. Why is the fraud department not alerting and blocking suspect multiple transactions and movements to activate a new card not shipped. And the return of my {$3500.00} USD.

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