Consumer complaint received 2022-03-04
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX I was sent a text message to my phone from CITI bank ( XXXX ) XXXX. The text said your account has been locked due to unusual activity, please confirm at XXXX XXXX XXXXXXXX, I clicked on the link and then checked my account and it was not locked so I assumed it was a mistake. Four days later On XX/XX/XXXX on my way home my cell phone shut off, I thought I lost service. I then got in the house and restarted my phone but still nothing. My mother, who is connected to my cell phone plan, received a text message on her phone saying that Sim has been deactivated, was this you? '' she was unable to reach me as my phone was no longer working. 
I connected to the wifi in my home and called her on XXXX to see if she paid the phone bill and if her phone was also experiencing issues. While we were on the phone I received a notification email at XXXX XXXX  You've updated your ATM/Debit Card PIN I knew that this was not me and could not call citibank to tell them because my cell phone was deactivated and not working. At XXXX I received another email The payee ( s ) on your account was updated I began to panic as I know that this was not me! 
I ran to borrow my roommate 's cell phone to call the bank. As I was calling the bank another email came through at XXXX You're now set up for Wire Transfer Services. I realized that someone was in my account and hacking it. At XXXX another email Fraud Alert, review the recent activity below. Hi, XXXX. Let us know immediately if you, or anyone you authorized, used your Citibank account ending in XXXX for the activity noted below. You may not be able to make transactions on your account until we hear back from you. I immediately clicked the link saying that it was not me and then I received a notification stating that no other transactions will be made. At this time it was too late my entire sayings {$12000.00} was wire transferred from my savings account # XXXX to a stranger listed as XXXX. 
XXXX XXXX  another the hold on your account was removed and my transfer was completed. I was extremely confused because I hit no, I said that it was not me but that did not make a difference because they already took my money. I logged back into my account through the citibank app to see if this was true and it was. I began to take screenshots of my account, the transactions in which they transferred money from XXXX savings account to another and then the wire transfer person. 
I followed every instruction that was given to me by Citibank Fraud Department, I went to the police station on XX/XX/XXXX to file a police report, get a new phone number ; set up a new account with citibank. I drove XXXX hours on XXXX XXXX to get to a Citibank and fill out an Affidavit, walked to a notary office, brought back the letter then had it faxed by the bank. 
As of XX/XX/XXXX I have not received a letter from the Citibank Institution indicating that my funds are being investigated, nor did I receive a letter stating that the case was closed. On XX/XX/XXXX I called XXXX to get an update on my case and was told that it was closed. I was credited half of the money in XXXX and nothing else. My complaint is that this bank negligently did not obey the law to provide me my money that is insured with them. that in 7 days I will receive a new case number in the mail. It has been 10 days and I have not received anything. At this point it was the last straw for me, every time since XX/XX/XXXX when I have called Citibank to get an update on my account I kept being told that they could not verify who I was and could not help me. I had to hang up and call back multiple times to speak with someone. Being that they could not send me a text message for me to verify a code they would not let me access my account. If I did not call, who would have told me that my case was closed. One person decided that the money that I WORKED for and saved up was not worth it to be saved after they stated on their website and in the emails when I was being alerted by fraud that Citi is at your side for all your financial needs. 


The gross misconduct and care from this institution has left me mentally and emotionally exhausted. Everything that I have worked for was taken from me and they did not seem to care. One person without knowing me decided that i did not deserve the right to receive the money that I saved up for. This money was a downpayment for my wedding, my rent, car note, and overall daily life.

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