Checking or savings account -- Managing an account -- Complaint #4711186
Complaint Overview
Complaint ID: 4711186
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: California
ZIP Code: 94122
Date Received: 2021-09-10T12:00:00-05:00
Date Sent to Company: 2021-09-10T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
On XX/XX/2021, {$1500.00} was fraudulently withdrawn from our CitiBank NA checking account, appearing in our account as 5 withdrawals on our CiitBank debit card for {$300.00} each. These withdrawals were made by unauthorized use of the debit card, illegally obtained by a third party. Within an hour of these withdrawals, they appeared in our account, and we immediately attempted to notify CitiBank to report them as not made by us. We were on hold for ninety minutes. When we were finally able to report the fraud, we were told that the funds would be restored to our account within ten days, and that there would be an " up to 90 day '' investigation. After ten days, we were informed that the funds could not be restored. CitiBank could not determine fraud, as the withdrawals fit our pattern of use. We had rarely used our CitiBank debit card to withdraw cash, and never for more than $ XXXXAfter several complaint calls which were shuttled to several departments, we were told the case would be re-opened, and that a police report would help our case. We filed a report with The XXXX XXXX police on XXXX XXXX ( attached ) Checking the account daily, we discovered that the {$1500.00} had been restored to our account on XX/XX/2021 with no notification or communication from CitiBank. With funds restored, along with what had remained in the acccount subsequent to the incident, we wrote a rent check for {$1600.00} on XX/XX/XXXX, and submitted it to our landlord on that date. Checking our account on XX/XX/XXXX, we saw that the check had not been posted as deposited or cashed by our landlord, Then, also on XX/XX/XXXX, there were 5 bank debits posted for {$300.00} each. There was no communication from CitiBank. When we called to inquire about the debits, we were told that the " available '' funds that appeared in our account were " provisional '' and had apparently been taken back. We had to subsequently inform our landlord to hold off cashing our rent check until we could get this straightened out, Citibank has made a mess of this, and it's just wrong..
Frequently Asked Questions
What is Complaint #4711186 about?
Complaint #4711186 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-09-10T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.