Consumer complaint received 2022-01-26
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am the victim of identity theft. My checking account was compromised my computers and phones hacked and were used for unauthorized XXXX transactions on XXXX, XXXX, XXXX, XXXX, XXXX. I did not authorize any transactions on or after these dates, and I did not authorize anyone else to use my bank account in any way. My account has been handled with complete disregard by Citi bank and upon farther investigation into this matter you can see the facts of me calling and reporting unauthorized ACH transactions and nothing was done for me at that point. As a result I have been deprived of my wealth for months. I have made Citi Bank aware of my Identity Theft providing them with endless documents supporting my claim. This account was compromised due to fraudulent unauthorized activity. Citi Bank made no other attempts to keep my money secur. Bank allowed my funds to be withdrawn from my account to a XXXX transaction that I did not authorize then shortly after that locked me out of my account and denied me any information on my funds for over 60 days. I called over 45 hours desperately pleading and trying to find answers. I was hung up on and treated as if I was wrong for contacting them when asked to be transferred the calls would be disconnected. I am Disputing these charges and have demanded that Citibank comply with my request to refund the transactions that are fraudulent activity made through XXXX. This is lack of security from a bank that was so trusted.. This process I have endoured has caused me great loss and financial hardship. I have given over 100 hours of my life to this bank in regard to the improper handeling of my account. I the victim have been completely stripped of all rights and access to my funds. I feel disregarded and taken advantage of by Citi Bank. The lack of proper handeling in this matter has caused me outrageously horrible life events to take place and fall behind on my financial obligations and family affairs. inexcusable, unacceptable, poor customer service and countless hours on the phone in attempt to resolve this fraud. I lost access to my account in XXXX. No bank representative from Citi would provide me any information. I was told every day I had to wait 30-60 days to get a response. Ater 60 days of no information given I was still given the same response. Finally, I had enough and realized CitiBank was in no prospective trying to assist me in any way. The closest branch was over 3 hours away from my home and in another state.I had no choice but to travel to the branch to attempt to collect my funds. Upon arrival and hours of waiting for someone to assist me I was greeted by a banker who attempted to help me but had to contact the back offices at which point because of it being the weekend was very close to closing times. After him calling Citi and being on hold for hours with the back office and no answer I was asked to please come back another day and informed that the next available appointment was Wednesday. After months of not being able to retirieve any account information the banker was able to give me copys of my bank statement from XXXX and XXXX and upon reading those statements my heart sank and I was in shock. My account was missing over {$10000.00}. The banker could see in my face that I was upset and asked me why I was upset and I started pointing out the obvious transactions that should have been flagged for immediate fraud alerts. XXXX transactions among other chargers that were unauthorized. The six hours of traveling for attempt at resolution failed, I was now not only dealing with an account I had no access to but an account that was missing thousands of dollars and no one was willing to assist me. After I left the bank mysteriously I was able to finally start a dispute. The first dispute I filed was issued provisional credits in the amount of XXXX to my account that Citibank blocked I had no access to those funds nor was I made aware of the provisional credits u too after weeks of not getting any correspondence from Citibank. When I started to ask how I could retireve my balance I was instantly placed on hold and then told the funds were going to be reversed because the investigation was found to not be in my favor. Since then I have had to appeal the dispute theee times. The first three times I disputed these transactions I asked how I could provide information to help with the case. I know Citibank has to keep recordings on file. I was told by the people submitting my case that I did not have to provide any documentation that if anything was needed I would be contacted. Still no one has contacted me in regards ti the case other then denial letters in the mail. The last dispute appeal I filled they were 14 business days into the investigation and when I inquired about my funds I was told there was no answer. I called days later after not receiving any correspondence amd was told once again that this dispute was closed not in my favor. To my shock the investigators said that a device that was register to me was used. In my federal identity theft Affidavit it clearly states that I am victim of identity theft which has caused account take overs and hacker to access my accounts this includes but is not limited to my computers, cell phones and Wi-Fi services. And this information is included in the report if it was read along with the statements I made to customer service representative that works for citi bank. I have never been asked to provide anything to citi bank everything I send is volunteered in hopes that it will help. In any other situation this would be great supporting documents. After receiving the news I was very disappointed once again at at a loss of funds. I have once again resubmitted another appeal on XX/XX/21 and am overly worried the results will be the same, lack of communication and true investigation into what I send in to be the same, I feel helpless and this situation has physically, financially and mentally taken a burden on me. I feel since then in which I noted on my last appeal if you look in the notes. the representative who assisted l No one has attempted to reach out and make asked to discuss this case with me I was sent a check for XXXX for what remained in my account after the fraudulent transactions and Citibank closed my account. I attempted to open another one at least to maybe recieve provisional credits for my disputes and was denied. When inquiring about the denial of an account I am told it was due to the fraud department when the fraud department talks to me they inform me that they see nothing preventing me from opening an account. Citigroup and the employees have cost me my livelihood and deprived me of even my way of living. I want proper ramifications and action to be taken and for this to end. I would hope that this doesnt happen to other people but unfortunately During my personal experience and the research I have done I am just one of very many. This is happening ore often then I would have ever guessed. Please help me and help to insure that the next victim is able to be the victim and heal properly. I dont wan na see anyone else or there familys have to suffer because of lack of proper account handling. CitiBank please Take accountability and make this right! this should have stopped when I reported the first Fraudulent ACH TRANSFER that I immediately reported and did my part as the consumer. I would also like to fully understand why I am now no longer allowed to have an account when I did Nothing to break any terms or conditions. I would assume a bank would have empathy and compassion for someone dealing with this tragedy. It has spireled out of control and I have even had to relocate due to safety. My personal information was posted on a website along with my physical ip adress and person identification card that is government issued.

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 non-monetary relief