Checking or savings account -- Managing an account -- Complaint #9099636
Complaint Overview
Complaint ID: 9099636
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: New York
ZIP Code: 11215
Date Received: 2024-05-25T12:00:00-05:00
Date Sent to Company: 2024-05-25T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2024, I contacted Citibank and explained that I was seeing debits in my account that I did not recognize. My wife and I ( the account holders ) were both in XXXX, and these debits were occurring in XXXX XXXX ( XXXX ) and in Florida. Some of the debits looked like " transfers '' and even had the names of people who would be receiving the transfer ( and we do not know those individuals ). The total amount being disputed is {$2200.00}. Citi started the investigation and credited our account on XX/XX/2024. On XX/XX/2024, we received a response from Citi stating that their investigation indicated their those withdrawals were made from our account using our Citibank Banking Card and that the activity appeared to be consistent with our normal banking activities ( despite the fact that we were not physically in those locations and have our banking cards with us in XXXX ). Our dispute was denied and Citi deducted the provisional credit from our account. I called Citi once again on XX/XX/2024, and explained the situation. I said I believed that our Citi Banking XXXX had been " cloned '' when we used it to withdraw money in a ATM in the XXXX XXXXXXXX XXXX XXXX. That was the only time we used our Citi Banking Card in XXXX this year, and we noticed that the odd debits started shortly after that ( and when we had already returned to NY ). A new investigation started but, once again, we received a letter from Citi exactly like the original one, rejecting our dispute. I also noticed that the provisional credit made by Citi on the second time was short on XXXX transactions, which may have been to an operational error, but seems another indicator that Citi is not handling this fraud with the care and attention that they should. I contacted Citi for the XXXX time today ( XX/XX/2024 ), and requested for the case to be reopened/ escalated. I am concerned though that the outcome will be the same, as it seems that all my explanation to the agent on the phone is not really getting to the team who handling the dispute and doing the research, or is simply being ignored by them. Basically, we can't have withdrawn this money using our Banking Card in XXXX XXXX and Florida if we were in XXXX during that period of time ( and we can prove it ). With respect to the comment that our banking card and PIN were used, the more likely explanation is that our card was cloned.
Frequently Asked Questions
What is Complaint #9099636 about?
Complaint #9099636 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-05-25T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with non-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.