Consumer complaint received 2020-08-16
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I contacted Citibank on XX/XX/2020 because three unauthorized withdrawals in the amount of {$990.00}, {$990.00} and {$500.00} occurred in my Citibank checking account. I reported to Citibank Fraud Dept. I was victimized by scammers ' calls. 

I reported how scammers called me and claimed they were XXXX employees on XX/XX/2020. The one named XXXX XXXX offered to help me add security features to protect my XXXX account. He walked me through installing a program called XXXX on my laptop and an App called XXXX on my cell phone. With these software, he and his partner, XXXX XXXX, were able to access my computer and make three withdrawals from my Citibank checking account while I was on the phone with XXXX XXXX. XXXX XXXX said he was tracing the scammers through my computer to stop them from getting into my XXXX account, therefore I had to leave my computer and cell phone on for 24 hours for him to finish his investigation. I was alerted when I received a call from my other bank, XXXX, about an unauthorized attempt to withdraw money from my checking account, so I hung up on XXXX and called XXXX to verify the employee ID XXXX XXXX shared with me. I was told it was a fake ID and neither of the two scammers, XXXX XXXX or XXXX XXXX, works for XXXX. That's when I realized my bank account was compromised. I uninstalled the program from my laptop and deleted the app from my cell phone immediately. Both scammers have called me many times after I disconnected the links they had to access my laptop and cell phone. Few calls I received with " CITI '' caller ID were actually generated by them. 

I called/visited Citibank on the following dates : On XX/XX/XXXX at XXXX XXXX, XXXX at Fraud Dept. told me I must file a dispute for those three withdrawals through XXXX, then Citibank will investigate it and contact me. I asked XXXX if there is any chance I could have the money I lost credited back to my account, he said Citibank will put the total amount of {$2400.00} on hold until the investigation is completed, I was given a dispute ID. 

On XX/XX/XXXX at XXXX XXXX. I called Citibank and spoke with XXXX regarding what I can do to facilitate the investigation process, she informed me to provide proofs of fraudulent activities by taking all the documents to any local Citibank branch and ask the account specialist to fax the documents to Fraud Dept. for me. I agreed to do it. 

On XX/XX/XXXX at XXXX XXXX. I called again and spoke with XXXX and XXXX at Citibank, they told me I will receive a letter in 5 to 7 business day regarding the investigation. I asked again if I could have {$2400.00} credited back to my account, I was informed I will get a provisional credit of {$2400.00} in ten business days. 

On XX/XX/XXXX at XXXX XXXX. I called to ask for their advice regarding how to protect my account, XXXX at Citibank suggested that I visit the local branch to close my account and open a new one after the branch is open on the next business day. 

On XX/XX/XXXX I called again, XXXX at Citibank told me to go straight to any branch to close my account and open a new one. I called two branches, one in XXXX, CA, they said I must have an appointment to make a change to my account and they were booked for the day, so I called another branch in XXXX XXXX XXXX, they were open and accepted my request, So I went there to close my account. Unfortunately I could not open a new account because it was close to their closing time at XXXX XXXX. I was instructed to call Citibank customer service to make an appointment. 

On XX/XX/XXXX I visited the XXXX branch located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX. The bank teller told me I had to make an appointment to open a new account. After I left the branch I placed a call to Citibank customer service trying to schedule an appointment with Citibank to open a new account, but Citibank never returned my call until this day. 

I waited until ten business days have passed to call Citibank regarding the provisional credit they promised to credit to my account. I called on XX/XX/2020 at XXXX XXXX, XXXX at Client Relations told me my dispute was denied without any explanation. I asked why Citibank has not credited my account with a provisional credit as they promised and why Fraud Dept. denied my dispute and closed my case, she couldn't offer me any explanation. Instead she suggested I file another dispute and start the investigation again. I asked to speak to her supervisor, so I was transferred to a supervisor named XXXX with an ID # XXXX. XXXX told me Fraud Dept.  determined those withdrawals were pre-authorized and that's why my case was closed. She also said they opened another dispute on my behalf which will lead to exactly the same process which I went through before. I told her I am not willing to open another dispute and waste my time again. I also told her on XX/XX/2020 I received a letter from Citibank dated XX/XX/2020 about the investigation, but there was no communication regarding investigation result and their decision to close my case. I have not yet had a chance to provide my documents ( such as the police report, my complaints filed with FTC and FBI ) to Fraud Department because Citibank has never returned my call to schedule an appointment for me to meet with the account specialist at the local branch. XXXX said I must keep trying to schedule an appointment and meanwhile I will get a provisional credit in 10 business along with a result of investigation up to 45 business days. 

I am afraid my dispute will go to a dead end just like what happened before especially when Citibank is unwilling to schedule an appointment with me, even though they suggested I mail or fax my documents to them, I prefer not to take any risk that my person data might be compromised again, therefore I am filing this complaint and seek for assistance from CFPB. I am providing evidence of the incoming calls on my home and cell phone as well as a voice mail left by the scammer. Few of the calls with " CITI '' associated with the calls, that's why I trusted them and was victimized. I also have the history log when the scammer 's program was installed and my Citibank was accessed by scammers via the program. Please let me know if there is anything you need in order to facilitate my complaint. Thank you.

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