Consumer complaint received 2021-06-16
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:
Last XX/XX/XXXX at about XXXX XXXX while Im at work, I got a call from Citibank. I knew the call was from Citibank because I have that number in my phonebook. After the guy introduced himself as a Citibank associate, he asked me if Im trying to purchase something from XXXX at the moment. I said No, Im at work. He said well, somebody is trying to make some unauthorized transactions in your account right now. Therefore, we have to cancel your atm card and order you a new one for security purposes. I said just do what you got ta do. I spoke to him for about 15-20 mins. During the conversation, he sent text to my phone with a code and asked me to read it back to him. Since I knew that I was talking to Citibank I read the code back to him. At the end of the conversation, he suggested that I proceeded to a Citibank branch to also close my account and open a new one. I went to the XXXX branch on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to do that. While Im at the bank waiting, I used the Citibank app to check my account. Thats when I noticed 3 different wired transfers totaling {$3700.00} to a certain XXXX XXXX I almost had a XXXX XXXX. I spoke to a banker by the name of XXXX XXXX of NMLS # : XXXX. She tried to calm me down. She helped me close and open a new account. She guaranteed me that within 7-10 days I would be getting a provisional credit for the amount stolen. So, I figured she did everything necessary for the credit. At this point as I go home, Im trying so hard to keep my sanity intact. This guy just stole my stimulus check. Im a poor man living paycheck by paycheck. I have a wife and XXXX kids. Also, my mom is old. Shes also my responsibility. Anyway, that happened on a Tuesday. The following Monday I started to call to find out about provisional credit, only to find out that the banker didnt even put in a dispute. So, I filed for the dispute on XX/XX/XXXX. I gave it about 2 weeks, and I started calling to know the status. Calling that Citibank fraud dept is so stressful. Sometimes, you spend 2 hours before you finally speak to a supervisor. But I keep calling everyday and I keep getting high hope every time. Everybody keeps telling me its just a matter of time. I will get my money back. One of the rep even told me in as little as 2 days I would get my money. I was very happy. Until I called last Thursday XX/XX/XXXX, and somebody told me that things get a little complicated because XXXX tried to get the money and the scammer already withdrew it. So, now I have to get legal assistance. Ive never been so shocked all my life. To top it all, the scammer made 3 wired transfers to himself. Citibank charges {$25.00} for each transaction. Even that {$75.00} transfer fee they didn't return to me. That's extremely unfair. Right now, Im going out of my mind and thats why Im reaching out to you. Please help help help. Thank you in advance for your help and cooperation. I really appreciate it.

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