Consumer complaint received 2022-11-17
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/22, I received a Fraud Alert text message allegedly from Citibank around XXXXXXXX XXXX XXXXXXXX, asking if I had authorized a ~ {$400.00} payment to XXXX XXXX XXXX. I replied no. I received a text from the same number that a representative would be calling me. Then someone called me, but their caller ID said " Potential Spam '' so I did not answer. However, they called about 5 times in a row, so I eventually answered. The man I spoke to said he was from Citibank and would be helping me with the fraudulent activity on my account. He gave me details about how the person had attempted to purchase something from XXXX, XXXX in XXXX, Georgia using my card. I asked how that was possible given I had my card on me. He said they had linked my card number to their XXXX XXXX and tried to use it that way. He had my name and address, and asked me security questions which I answered. He said he would help me put a hold on my account, cancel my existing debit card, and send me a new one. I said I was worried because the caller ID had warned me of potential spam, and he told me to XXXX the number, which I did. It came up as Citibank, and it was also the number on the back of my Citibank card : XXXX. When I said I was still concerned, he rattled off his employee number, told me he'd worked in the fraud department for 6 years, etc. etc. I didn't write his information down, which I regret now. He said he was putting a hold on my account, and cancelling my existing debit card. I insisted I needed a new card sent to me ASAP as I was traveling out of the country on Saturday. I also expressed my frustration that this was the second time in XXXX that my Citibank card had experienced fraudulent activity. He apologized and said there had been a security breach at Citibank and he was doing everything he could to help me secure my account. He asked me if I wanted to press charges, I said yes, and he said I would receive information in the mail regarding me new case. While I was on the phone with him, I received an email from Citibank saying that my application for a personal loan of {$15000.00} had been approved. I asked him what that was about since I had NOT applied for a loan. I was very suspicious, but he was quick to apologize and say that it was a mistake and that the person helping him secure my account had made a mistake. He said I needed to send the {$15000.00} back to his Citibank supervisor. While on the call, I received two more emails from Citibank. One that I was approved for sending wire transfers and another that said XXXX XXXX had been added as a payee on my account. I asked him who she was and how she'd been added to my account? He said he added her, that it was his supervisor, and that I needed to send her the money back to fix the loan error. He was pressuring me and since his number on the caller ID was the Citibank number, I believed him. My Citibank online account was being slow ( probably because he had hacked into it ), so he told me to wire the money using my mobile app, which I did. XXXX XXXX payee information said she was Supervisor XXXX. After we hung up, I knew something didn't feel right, and so I called Citibank to confirm I had been speaking to a real representative of the company and that he indeed had been securing my account. I soon learned that he had completely scammed me. And I proceeded to file fraud claims with the checking department, loan department and wire transfer department at Citibank who are working on the case now. The scammer has since texted me again, asking about whether I authorized a {$15000.00} wire transfer, but the case # referenced was not correct, and I have not responded. He also called me XXXX times the morning of XX/XX/22 and I did not answer, and he later called me 2 times in the afternoon after which I blocked him but I'm concerned I blocked Citibank since it is their number.

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