Consumer complaint received 2025-02-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
What happened I have a years worth of charges ( over XXXX ) to my bank account due to a stolen debit card number. The amount totals {$10000.00}. My bank, citibank, is pushing back saying their investigation shows evidence the charges are mine. I vehemently disagree and have written numerous letters, emails, executive response team correspondences, and made countless phone calls. They claim the charges are my responsibility. The merchants who made the charges are not even real parties. They have fake websites, fake phone numbers. They may have people that answer but they ask for more personal information to help. I am at my wits end with Citibank whose investigation is very superficial. In fairness, I did not notice the charges for awhile. But even in this case, Citibank will not respond timely to my claim of fraudulent charges within their 60 day notification window. Their response is you have shown a history of purchases from these merchants. In my defense, the history they speak of is also fraud and I have explained that to them. I have never authorized all of these charges, I do not have merchandise, nor receipts, and any type of proof other than the fact that these so called merchants, if someone were to really investigate, are all fake. Citibanks response times and letters are slow and often wrong. They even listed the wrong account numbers on their response letters to me! The charges were under various merchants names that sound like websites. They almost look real until you dig deeper and check the websites- which do not actually exist. The amounts were small - between {$75.00} and {$200.00} in most cases. There are over 90 separate charges from some of the same merchants as well as different sounding names. Citibank actually agreed with me in one instance of the same merchants charges but not on subsequent charges I reported as fraud, from the same merchant. Citibank also claims the charges were swipes. Impossible. The merchant 's could not have swiped my card nor could I have swiped my card. Citibank has done a poor job of protecting my bank account. These charges are not of my doing. Citibank is not fully investigating as they claim to be. They told me to send documentation to their address ins XXXX XXXX TX. I did so register and certified by the postal service. I have the receipt. They then claimed to not have received it. They have been very difficult to converse with. I made it to their executive response unit which they say is the highest I can appeal to. Their responses have been no better. Is there someone at the FTC who can help me and who may want to understand the depth of the fraud and these companies who stole my banking information? I will answer the questions below as best as possible. The fields do represent the situation since I was never contacts, there are various merchants, various amounts over a long time period. I have the names of all the merchants acts with amounts, and their info as per bank statements.

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