Consumer complaint received 2021-12-02
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XX/XX/XXXX at XXXX PM I received a phone call from Citibank with number XXXX ( this number saved under my phone contacts in case I need to call my bank so I dont have to search online ), saying that someone used your debit card in XXXX store in Georgia with amount of {$500.00}, please confirm if I used my card, I said no and the person who claimed that he is calling from Citibank said in that case we need to lock your account and set up a fraud alert. 
I was surprised as my account was already had a fraud alert. While I was on the phone, a person asked to confirm my personal information which I did not give him as I felt a little suspicious then he said I have your card number and home address so he confirmed that for me. 
After I received an email and text message from Citibank that my password has been updated, right after the second email came that the Fraud alert was set up and confirmed {$1000.00} transaction, I click NO. All this time person was on the phone with me and he was guiding what to do. 
Then I saw he moved {$10000.00} from my saving account to checking as my checking account had less than {$1000.00}. 
I asked him why you moving money from my accounts he said we confirming if a fraud alert is working, from this moment I figure out that its fraud who is hacking my account. I hang up and call back Citibank that my account was hacked, gave all information they claimed an investigation under my account Reference # from the Citibank Fraud department is XXXX. It was XXXX XXXX transactions were made to XXXX XXXX with amounts of {$2500.00} ; {$1500.00} ; {$1000.00} ; {$2500.00} ; {$1500.00} ; {$1000.00} total of 10K. Citibank told me that by XX/XX/XXXX you will receive back your refund. Although I keep receiving emails from fraud and I changed my email in the bank account and password and opened a new account to move my money as the old account was hacked and I don't trust them anymore. 
Today XX/XX/21 I am calling the fraud department in Citibank again to follow up, they told me that claim was denied and we are not refunding your money as the transaction happened online with your permission. I didn't confirm non of these transactions. 
We trusted Citibank to secure our bank account, and I've been their customer for 12 years if Citibank can not secure their system how do they want us as customers to trust them now. After that news, I asked to speak with a supervisor over the phone and again explained to them that they are not requesting any evidence from me but they denied already what type of investigation department is this that making decisions out of nowhere. Supervisor Name XXXX made a note and said you will receive an email within 2 business days to provide proof of emails that were received from " fraud Citibank '' and 5-7 business days mail about your status of a claim When I went to Citibank branch by my house there was another senior couple who were complaining about fraud and I overheard them that they lost 40K and the XXXX XXXX XXXX XXXX XXXX me himself that lately a lot of customers complaining about fraud. So if your own people know what's going on in your bank system why you are not securing your system???? They are hacking Citibank left and right and they totally fine with that. Please take under your consideration and accept my complaint for Citibank that not returning and not properly running investigation on their side. All documents ( calls and emails ) and proof of transactions are attached 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