Consumer complaint received 2024-08-02 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: FL

Complaint narrative:
Citibank Claim My name is XXXX XXXX, a Priority client of Citibank USA for more than 25 years. in XX/XX/XXXX, we discovered an astonishing amount of fraudulent charges made with my debit card. 
Immediately, we alerted the bank at their XXXX, FL office, we followed the procedure they indicated : cancel and report the debit card via phone, and reported the large number of fraudulent charges ( claim numbers XXXX, XXXX, XXXX, XXXX ). The detailed explanation is in attachments and communication sent to Citibank via XXXX. 
From XXXX until now, we have been trying to resolve this situation and having Citibank reimburse the fraudulent charges as protected by the Electronic Fund Transfer Act ( EFTA ). 
We have made several claims via phone, mail, and email. Some of them have been responded to with non-legal arguments. 
Due to Citibank 's lack of response to our claims, we proceeded to open a case with the Consumer Financial protection Bureau ( CFPB ) with unsatisfactory results. 
As a result we received a communication from Citibank ( Attached ) where they acknowledge mishandling our initial phone claim made in XX/XX/XXXX. Despite this, they have only reimbursed charges for about {$900.00} dollars, while the total fraudulent charges amount is approximately {$30000.00} In this communication, they argue the following allegation detailed below : They state that it is our responsibility to review the account statements and report errors. In our case, we face the difficulty of not residing in the USA, not being able to use the app, and having issues with online access as we are most of the time blocked. ( Reported several times ). Although we always trust the Banks security. 
Nevertheless, we reported on XX/XX/XXXX all fraudulent charges reflected in the statements of XX/XX/XXXX and XX/XX/XXXX, before the 60-days period that Citibank indicated . Despite this, the fraudulent charges made in those months have not been reimbursed by Citibank. 
Regarding the XXXX Charges, after receiving the XX/XX/XXXX statement, we made a final claim on XX/XX/XXXX. All that within the 60 appointed days. 
On the other hand Citibank informs us they never notified us of the large number of fraudulent charges because they were made in the USA and we have a Mailing USA address. 
Considering the volume of these charges compare to the usual transactions, It is a fact that there was a significant lack of security and negligence on Citibank because fraud can occur in any country, For instance, we had precedents of security alerts before via email for transactions made by us within the USA. In this case we did not receive any alert for those fraudulent charges. 
Consequently, we earnestly request Citibank, instead of apologizing and only returning a tiny portion of the withdrawn money from my account, they must comply with the EFTA protection laws that cover these fraudulent charges made with my debit card and reimburse them all.

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