Consumer complaint received 2024-12-23 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: CO

Complaint narrative:
This is what I sent to Citi Bank Citi Bank Dispute Resolution Team Subject : Formal Appeal for Denied Fraud Dear Citi Bank Dispute Resolution Team, I am writing to formally appeal the denial of my fraud dispute for unauthorized transactions on my account ending in XXXX I reported these transactions in good faith, and the decision to deny credit for XXXX of the disputed charges is not only inconsistent but may also violate consumer protection laws. 

On XX/XX/XXXX, I reported XXXX fraudulent transactions of {$290.00} each with a merchant I have never heard of, and Citi Bank provided provisional credit for these charges as of XX/XX/XXXX. On XX/XX/XXXX, I reported XXXX additional transactions for the same amount, made by the same merchant, under identical circumstances. These were wrongfully denied. This discrepancy in handling my claims is unacceptable, and it appears arbitrary and unlawful. 

Federal regulations, including the Fair Credit Billing Act ( FCBA ), require financial institutions to thoroughly investigate fraud claims and treat consumers fairly. By approving credit for the first XXXX transactions while denying the other XXXX without a valid explanation, Citi Bank risks violating its obligations under these laws. This inconsistency undermines the trust I have placed in your institution to protect me from unauthorized charges. 

To add to this concern, a Citi Bank representative informed me during a phone call that I should have received written notification about the provisional credit issued for the first XXXX disputes. However, I have not received any correspondence or documentation from Citi Bank regarding these disputes or the denial of my second claim. This lack of communication further demonstrates a failure to comply with basic customer service and legal requirements under the XXXX, which mandates that customers be properly informed throughout the dispute process. 

To reiterate : XXXX. The merchant in question is located outside the United States, where I have not conducted business or traveled. 
XXXX. None of these transactions were authorized or completed using my PIN. 
XXXX. I have no association with this merchant and did not approve any of these charges. 
XXXX. I have not received any written documentation from Citi Bank regarding the resolution or denial of these disputes. 

I have fulfilled my responsibilities as a customer by promptly reporting this fraudulent activity and cooperating fully with Citi Bank. I expect your institution to meet its legal and ethical obligation to treat my disputes with consistency and fairness. I demand the reinstatement of credit for the XXXX denied charges and a thorough explanation of how this matter was handled. 

If this issue is not resolved promptly, I will be forced to escalate the matter to the appropriate regulatory agencies, including the Consumer Financial Protection Bureau ( CFPB ), to ensure my rights are protected. 

Please respond to this appeal within 14 days of receipt. If additional documentation is required, I am prepared to provide it immediately. 

Thank you for your attention to this matter. I look forward to a fair and just resolution.

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