Consumer complaint received 2022-11-11
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
I am a victim of XXXX scam. I received a text and a phone call on XX/XX/XXXX, XXXX ( Colorado XXXX ) from a scammer posing to be a citibank employee claiming to help dispute an unauthorized charge on my checking account. It resulted in opening XXXX new checking account and getting unauthorized approval for a personal loan of {$7800.00} ( I received citibank emails confirming these processed within minutes ) which then the scammer transferred the entire loan amount and around {$1900.00} of my personal fund from those checking accounts to another account via XXXX transfer resulting around {$10000.00} of transfer. I have already filed a form ( complaint number : XXXX ) regarding unauthorized loan approval. This complaint is regarding unauthorized/fraudulent opening of XXXX new checking accounts on the same day and time. 

Despite receiving an email out for potential " fraud alert '' which Citibank themselves sent on XX/XX/XXXX XXXX ( Colorado XXXX XXXX ), XXXX new checking accounts have opened within short period of time XXXX and XXXX on the same day. Scammer has used these tools to transfer personal fund of about {$2000.00} ( the last statement balance was {$1900.00} ) from my existing checking account that I had for more than 10 years and the fraudulently approved loan amount of {$7800.00} within minutes navigating between XXXX above mentioned checking accounts. 

After realizing the fraud/scam/breach, I started contacting Citibank customer service around XXXX ( Colorado XXXX ) and informed the bank of the situation. I was working with " XXXX '' from " unsecured lending account department '' which she relayed the info and transferred me to " security department. '' XXXX made a comment that usually the approved loan amount does not get processed for XXXX business days and transferred my phone call to " security department ''. The representative from this department processed " blocking '' of all citibank checking accounts and loan accounts under my name, and informed me that the " investigation department '' will contact me for further guidance. I asked multiple times that since " all the charges that were made on this day XX/XX/XXXX are result of fraudulent process and it is shown as PENDING on the bank account '', if they can reverse or cancel the XXXX or loan process charges made this day. They informed me that the while the account is " blocked '' and that would prevent those accounts from further transactions, but they will keep the account accessible for the investigation team to collect information from. This call between citibank and myself lasted XXXX. After quickly leaving my work and preparing myself for further follow-up actions, I contacted Citibank again XXXX XXXX ( Colorado XXXX  XXXX at home to verify and inquire more about what I can do. The XXXX XXXX of phone call with the Citibank representative repeated the same information informing me to wait for the investigation team to contact me back, and that they have block all related accounts under my name and the PENDING transactions should not be processed as the accounts are now in this " blocked status ''. They also recommended me to open a new checking account so that the refund money can be easily transferred back to me when the dispute/investigation is settled which I complied to. I asked them how can I be sure of that the process/action has been made, and the representative informed me that I would be getting the communication via my email or mail. At XXXX, without the mentioned confirmation email of the action against this fraud report sent to me ( I did received an email from Citibank for opening up my new account though ), I contacted the customer service again to verify and to request a written/documented confirmation of the events of this day. The representative repeated the same information mentioned above saying that all accounts are blocked and I should wait for their team to contact me back ( XXXX minute phone call ). 

I am reporting that I have NOT received any follow up email from Citibank regarding this fraud that I am experiencing. Viewing my online banking account is now " locked '' from laptop access, but I can still access it and find some information from my smartphone app and I will report individual charges to CFPB as recommended from the website. Please contact me for any information or recommended actions that I can take from my side. 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 monetary relief