Consumer complaint received 2022-11-16
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, my Citibank account was hacked. The hacker took out {$5800.00} from my savings account and took out a personal loan in the amount of {$15000.00} connected to my account. They then wire transferred the money ( over {$20000.00} ) to themselves on the same day. I did not realize there was an issue with my bank account until I tried to gain online access on XX/XX/XXXX to pay bills. My online account was locked so I called customer service to gain access and we noticed on the call that fraud had taken place. On XX/XX/XXXX we made the first possible appointment at the Citibank branch for XX/XX/XXXX and went to the XXXX XXXX  XXXX Police Department XXXXXXXX XXXX and filed a police report which was assigned to Detective XXXX. On XX/XX/XXXX, at the Citibank branch XXXX XXXX provided us with a printout of the fraud on our account and told us to submit a notarized affadavit of fraud to Citibank and request a fraud investigation through the Citibank customer service phone number. I did both things and was told the investigation would take up to 60 days. On XX/XX/XXXX, I received a letter stating that our fraud claim for the {$5800.00} taken from our savings account was denied. On XX/XX/XXXX, I received notification that the personal loan of {$15000.00} was confirmed to be bank fraud, the loan account was closed and the loan was taken off my credit report. On XX/XX/XXXX, I called the Citibank fraud department and told them the personal loan was found to be fraud and hacking so the savings money taken should be fraud as well. I was told I needed to file an appeal which was done on the same day. On XX/XX/XXXX, my fraud claim for savings was again denied and I was never even contacted by the fraud XXXX XXXX. On XX/XX/XXXX, I called to explain that fraud had taken place and {$5800.00} of my money was stolen and I wanted it returned by the bank. Citibank customer service said my only recourse was to file another appeal with the fraud department. I asked that the fraud investigator call me for my evidence since they refused to provide me a phone number or email for the investigator. On XX/XX/XXXX, I received yet another letter saying there was no fraud and my claim was denied and we never received a call from the investigator. Again on XX/XX/XXXX, we called Citibank to have the case elevated to another form of investigation since there were XXXX done with no information gathered from us and we were being denied within days of the appeal. On XX/XX/XXXX, we were told we have no other recourse but to appeal again. We informed Citibank that we would be filing a consumer complaint since we tried to go through them but are not receiving a fair investigation or good customer service when the bank allowed someone to hack our account and steal our savings. This has put us in the hole financially and affected our credit score.

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