Consumer complaint received 2024-12-21 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: NY

Complaint narrative:
On XX/XX/year>, while making an ATM transaction at the Citibank branch, my banking card was stolen by someone who was already inside the branch when I arrived. There was no XXXX involved, the man, who was a XXXX male, offered unsolicited help with the ATM and proceeded to quickly remove my card from my hand ( which I snatched back as quickly as I could ) and switched it with another person 's card, which I didn't realize until hours later that same day, but not before the thief had stolen all the money in my checking account and made a {$70.00} purchase on my debit card at a nearby shoe store. To my surprise, he withdrew {$2500.00} at the Citibank teller 's window at the same branch where he had stolen my card, and then proceeded to walk to the Citibank ATMs inside the branch and withdrew another {$1400.00}. There were plenty of red flag signs that the teller should have picked up on. First, the amount was unusually high, in fact I think it is the highest withdrawal amount permitted in a day. Second, my account has a woman 's name on it ( as I am a woman ), and I do not have a Spanish name ( as I am not of XXXX or XXXX origin ), and the thief was a XXXX male. The tellers at that branch are all XXXX because there is a large Spanish-speaking community there and I imagine they are familiar with names that don't appear to fit the description of their customers. Third, when my account information was pulled up by the teller, that teller should have noticed that minutes earlier I had withdrawn {$60.00} from the ATM so to make a withdrawal of thousands of dollars at the teller window immediately after having already completed a transaction at the machine, is unusual. 

In any event, Citibank conducted 3 separate investigations, for the {$2500.00}, the {$1400.00}, and the {$70.00}. Citibank credited my account for the {$70.00} on the same day of the theft. They have not communicated any information to me regarding the results of their investigation of the {$2500.00} withdrawal that was done at the teller 's window. For the {$1400.00} ATM withdrawal, they posted the results of their investigation via a notification letter to my account. They did not call or email me to let me know about the letter or that their investigation was complete. I only discovered the letter when I happened to check my account to see if Citibank was still blocking the account. The letter stated that the thief used both my card and pin # to make the withdrawal and the withdrawal was consistent with my banking habits ( even though I have never withdrawn such a large amount at an ATM before ). The letter stopped short of explicitly concluding that Citibank was not accepting any responsibility for my loss but the tone and tenure of the letter certainly suggests that they are holding me financially responsible.

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