Consumer complaint received 2021-04-28
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have sent letters to manager and Corporate office and have received no answer. 
I need to know how Citibank will respond to allowing {$19000.00}. from my savings account to go to a scammer even though hours before I called the Citibank Investigative department in a panic " I'm being scammed, stop the wire that first went and and the 2nd wire ''. I did not authorize the first wire as I was trusting this computer tech company who I had no reason to distrust and the rep was in my computer upgrading it to a newer version. I was being held XXXX. I gave no instruction to have {$19000.00}. stolen from my savings account. Again what happened to Citibank 's procedure to alert customers who have suspicious activity going on in their account. That certainly was me as I never send wires of any amount on the internet and certainly not to XXXX. When I have asked the man in the investigative department of Citibank " why did you let this bad guy do this to me '', his answer was " I don't know. ". 

Citibank made a mistake this other mistake I didn't know about until XX/XX/2021 as I had no access to my statements with my accounts now blocked ; It wasn't until XX/XX/2021 that the manager offered to print out and give to me the statements from the beginning of the year. Over that weekend reading that {$19000.00}. has come out of my savings account, I thought it was an internal misprint or something. How could money go out of my savings, while the checking accounts were blocked. 
When I found out on Monday that this XXXX wire went out of my account at XXXX XXXX XXXX hours after my alarm that should have frozen all my money in my accounts. 
This is obviously a suspicious activity .... and again no alert, no phone call ... no resistance to this wire. So, I was uninformed that it actually happened on XX/XX/2021. There is no way that Citibank can say that I instructed them to allow {$19000.00}. 
go to a XXXX XXXX. This amount was taken out without my permission. Citibank did not follow the procedure they advertise that the investigative team ; sole purpose is to monitor the customer accounts for suspicious activity. Both of the wires that went out on XX/XX/2021 were suspicious activity. Citibank knows my account history. 
I'm XXXX on a fixed income. I never transfer wires from the internet. I walk into the bank to make transactions. My account history shows grocery store shopping, vitamin, computer bill, and to pay my monthly fees to have a roof over my head and electricity phone and cable. That's about it. Clearly Citibank made a mistake and they have me waiting for their verdict after their 90 day investigation. The manager repeats your accounts are blocked and I have to wait 90 days. I would like to know their response to CFPB to this last mistake they have made. Clearly I called to freeze my accounts. 
at around XXXX XXXX This 2nd wire went out at XXXX XXXX. with no dialog about this transaction. I feel like Citibank is treating me like I did this to myself. Why would an XXXX XXXX XXXX woman do this to herself. Where was Citi when I really needed them.. 
If they had followed their procedure of notifying me by email or phone of suspicious activity, I would have been informed of the facts and this event would never have happened. Does Citibank feel they can do anything they feel like as if they are so big and powerful that they are untouchable? Fraud is an intentional act, by someone who lies or misleads the other person with the intent to benefit from the falsehood. If Citibank does not refund the money stolen from my two accounts without real instruction from m, then Citibank needs to be supervised how to run their business. The very word instruction is to tell someone in words what they need to teach, inform or learn. A judge instructs a jury about the law. There is no email from Citibank to me or from me. So, there is no true instruction. Don't the court want to see something in writing to prove their was instruction? There is also a recording of my call to the investigative department hours before this {$19000.00}. left my savings account. 
The police inspector for XXXX Police reminded me of that. 
If Citibank can continue to treat their customers with this indifference, cracks will begin to appear in their foundation. If enough cracks appear in the foundation of the biggest building, it will eventually come down. Citibank needs to feel the sting I am feeling to change this indifference they are showing me. Thank you XXXX XXXX, XXXX

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