Consumer complaint received 2023-03-10
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I am writing to you because I am getting no where with Citibank and XXXX. Here are the circumstances leading up to my contacting you. 

On XX/XX/XXXX, my son who lives in Florida notified of a monthly rental of a home in XXXX XXXX Florida. He sent me the link that was on XXXX list and XXXX listings. It showed pictures of the rental home as well as what the rental would include. The monthly rental was {$3000.00} a month. I told him it's too good to be true, but since he does not live to far from the rental could he please and go check it out. That weekend he drove to the residence in question, no one was home but a neighbor was home. He inquired from the neighbor if the owner was the one named in the rental and the neighbor informed my son it was and that the individual in question rents her house out on a monthly basis. Everything seem to be on the up and up so I agreed to send payments to the homeowner in {$500.00} increments totally {$3000.00}. 
XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$350.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$150.00} via XXXX XX/XX/XXXX {$500.00} via XXXX I sent the payments via Citibank through XXXX. The person would text as well as email me on receiving payments and further details about the rental. We had rented the house from XX/XX/XXXX - XX/XX/XXXX. 
We flew into Florida on the morning of XX/XX/XXXX. The owner informed me via text message she would meet me at the house at XXXX P.M. to hand the keys over. My wife and I arrive at the house at XXXX P.M.. There is a dog barking and no one is answering the door. The owner informs me she is running late and to wait. We waited till XXXX. I texted her with no rely. I phone her now only to hear the phone is disconnected. The neighbor who my son spoke to back in XXXX is outside and I inquire if he has seen the owner. He states she left earlier today after someone moved into the home. I inform the neighbor I've been trying to contact her and now her number is disconnected. I show the neighbor the phone number and he states that's not her number. He gives me the correct number to the owner. I call the number and she picks up on the first ring. I inform her who I am and she states she has no clue who I am. I inform her I have been e-mailing and texting her about her property rental and once again she is clueless to the particulars of the matter of renting her home. Then the owner starts crying as she has figured out as well as myself we have both been scammed. They impersonated her stole her identity without her knowledge. I too now have been scammed out of {$3000.00} and no where to stay in Florida. 
I immediately contacted Citibank to inform them of what just occurred. The person on the other end of the phone informed me since I authorized the exchange of funds there was nothing XXXX can do to refund my lost. After explaining to the person what had occur over the period of three months assuming I was in direct contact with the owner, both the owner had her personal identity stolen as well as I was out {$3000.00}. The bank representative insisted there was nothing they could do since I authorized the transactions. 
The next morning I contacted the XXXX XXXX XXXX Department who responded to my sons house to fill out a police report. The Evidence Request ID # XXXX. They informed me this is a common scam practice in Florida and That I was not the first. I told them what the bank representative told me and the officer said do not give up keep filing appeals. I also filed a F.B.I. Internet Crime Complaint Center report ( IC-3 Form ). 
Upon return to New York I went to the local Citibank branch which I have been a client with since XXXX. Upon speaking with the branch manager today after I have been denied three times has informed me to contact and fill out a complaint with the Consumer Federal Protection Bureau. 
So this is why I am contacting you. First I am trying to obtain getting a refund from the bank which I am now hitting a dead end. Everything seem to be legitimate until the moment we arrived at the location only to find out we were scammed, and explaining to the bank we thought everything was legitimate until we arrived only for them to inform us since we agree to send the monies we were at lost. 
I don't know if you can assist us in recovering our lost, but would greatly appreciate anything you can do to help my wife and myself out. 
I have the authorizations, contract, and further information regarding renting the property if needed upon request.

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