Consumer complaint received 2022-10-31
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
***Note : It appears the formatting gets changed by the submission process. I know this is long so probably hard to read. If you want the formatted version email me and I will send it to you *** Citibank has grossly mismanaged the security of my account and impacted my ability to access my money through a convoluted and horrific fraud reporting process. 


I opened a checking account with Citi on XXXX, depositing XXXX XXXX in order to get a sign on bonus. I was issued a temporary debit card, set a pin and was told to expect my new debit card in the coming weeks. 


I never received the debit card, someone was able to intercept it in the mail. 


On XX/XX/XXXX at approximately XXXX XXXX this person called into Citi and was able to reset my PIN. I know this because I received an email confirming it ( see attached ). By XXXX XXXX they were able to open 3 additional accounts over the phone and transfer money in. These transfers were between XXXX - XXXX into each account. I have attached that record as well. These transfers are coded as XXXX XXXX # XXXX, # XXXX, # XXXX. 


This person then went to several banks between about XXXX XXXX  and XXXX and made cash withdrawls from various tellers. Those transactions are timestamped on the same sheet. My understanding from conversations with Citi representatives is these were different branches. 


I was alerted that there was some fraud via an automated phone call about a suspicious transaction around XXXX ET. I missed it, but got the message and called back a few minutes after, confirming that yes that transaction was fraud. At this point I checked my Citi app, saw the new accounts and withdrawls and went to the branch 6 blocks away while calling in. I told the first person on the phone that there was fraud on my account, everything happening today was fraud and to lock all my accounts. 


I repeated this story to the branch representative at the XXXX XXXX XXXX branch in NY. The branch rep helped me lock my account and the people on the phone assured me all of the transactions were reported as fraud. I received several calls that day and told them all the same thing : that every action after XX/XX/XXXX was fraudulent. All the activity that day XX/XX/XXXX stemmed from the same person doing a bunch of fraud on all the accounts ( both my real one and the three they were fraudulently allowed to open by Citi. 


Also, I discovered via the account XXXX that the person had been allowed to access my account was able to add their phone number to the account as a verification. I told the branch and the phone reps that it should be removed ASAP. They assured me it would be. Over the coming weeks I continued to find this number on the various accounts 3 times until XXXX when I was in branch with a manager and finally had him show me on his computer they were all removed. 


In total there were 3 transactions withdrawing XXXX each and 1 withdrawing XXXX. Three of these were from the the three new accounts and 1 was from my existing account. 


The first issue started 2 days letter ( XX/XX/XXXX ) where, after following up in branch on the status of the claims, I was told the reps didnt open them correctly and I would have to do it again. So I did, telling the same story and saying I needed all the XX/XX/XXXX activity reversed. The requests were opened. 


I received a form for one of the requests in the mail later that week. An affidavit of fraudulent activity. I completed it and sent it back. I called on XX/XX/XXXX or XX/XX/XXXX to again check on the status and was told I should have received letters for all of them and that if I dont submit the letters it would be closed automatically. I never got the letters before or after that. 


On XXXX I went into a different branch and worked with a branch manager to submit the forms. I completed and he faxed them over. 


On XXXX I received the money back for the XXXX withdrawn from my original account. 


On XXXX I received a letter ( attached ) saying my claim had been substantiated for account XXXX ( one of the fraudulent savings accounts ) and I would receive the money. As of XX/XX/XXXX I still have not received it. XXXX representatives have variously told me that the letter was regarding a different account, that it was about the right account but sent before the decision was made, that the decision was made and they were just waiting for the funds to clear AND that the decision actually wasn't made yet but should be done soon. They each say something different, no one can explain why I have this letter but not the money and it has been going on for weeks. Most recently they said I should be getting the money within 72 hours. That was a week ago. 


On XXXX I receive a letter ( attached ) saying my {$5000.00} claim was denied because they didn't receive the documentation. This was the documentation the branch manager sent for me. I called in and the initially said they couldn't find it. After about an hour back and forth they said they actually did receive it and just forgot to attach it to the claim. The rep then attached it. I received this refund on XX/XX/XXXX Also on XX/XX/XXXX, my XXXX claim on account XXXX was denied ( letter attached ). The reason cited was that my " card was used as a form of identification at the time of withdrawal using your [ PIN ] ''. Since the whole issue was that my Debit card was stolen out of the mail and CITI let the thief reset the PIN this was absurd to me. I called them immediately and asked to appeal. I have been calling back twice a week as they keep telling me an investigator will call me back to discuss it further, but I have ( as of XX/XX/XXXX ) not received any call from an investigator regarding this account. I called today and the rep said this and the XXXX account are in " very late stages '' and simply need to be reviewed by the supervisor, but that he can't give any more info. He promised an investigator would call me back in 24-48 hours, but I have 0 faith that will happen.

An investigator did call me regarding the overall claim of identity theft. They finally called on XX/XX/XXXX. I told them the whole story and offered them all the same documentation and evidence. I offered security footage from my job showing I was in the office at the time of the frauds. I offered the email of my PIN reset, a voice print to verify my voice against the recording of that reset and the account openings. I offered my photo ID to compare against the video footage they surely had of the teller withdrawals. The investigator said that wasn't necessary. She denied my claim later that day. I received the letter informing me that today ( see attached ). The claimed reason was that " information on file with Citibank matches the information used for the account opening ''. To me, that reads like a literal definition of identity theft, but to Citi apparently that is justification for it not being identity theft. 


I called to appeal that decision but the representative could not say what information matched or why that justified the denial. He opened an appeal and promised a follow up call with an investigator which I am sure will not come. 


At every stage I have offered various evidence to citi, I have pushed this investigation along by calling 2-3 times a week or going in branch and have tried to give them everything to prove this obvious fraud was obvious fraud. They have routinely declined, obfuscated the investigation and then denied various claims. It makes no sense that some claims are substantiated while some are not given the temporal and geographic location of all these events. It is clearly 1 actor acting quickly and the fact that Citis security measures ( branch cameras, phone recording, identity verification for PIN reset, automated fraud alerts etc. ) can not seemingly substantiate that is negligent and to me feels like theft via frustration. I cant help but get the sense that Citi aims to not have to refund me my money simply by making this process so taxing people give up. 


Every call is a different person, they almost all have gotten some aspect of my case wrong, I have been mishandled and outright lied to more times than I can count throughout this process. I can only imagine this happens to tons of people like me that give up and let citi just keep the money. I have had to spend at least 30 hours in various conversations at this point and I expect probably another 10 with how these things go. A full work week dedicated to just getting money back that's mine, that someone who isn't me withdrew IN PERSON. XXXX XXXX XXXX XXXX XXXX this should be a layup fraud case but Citi is negligent in their handling of this case and gives me concern they are mishandling all their customers money

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