Consumer complaint received 2022-04-26
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I received an email on XX/XX/XXXX of 2021 approximately XXXX or so. It stated my wire transfer ( Citibank ) was complete, that was news to me as I did not make a wire transfer. I was currently working on XXXX XXXX between XXXX and XXXX. Once I gathered my things I walked/ran from my job on XXXX to XXXX XXXX XXXX XXXX XXXX to a branch of Citibanks. I met with XXXX ( Citibank representative ) and stated someone has fraudulently wire transferred money from my accounts, this was not me. I showed him the email I received. He asked for all my documentation, verified I was who I stated and located what bank XXXX XXXX XXXX  XXXX ) the monies had been transferred to as well as a name of the person ( XXXX XXXX ) who wired the money. I stated, well stop it please, he noted he can not do anything as we need to alert the fraud department. I said well let them know please. He said we need to fill out an affidavit for both of my accounts as my checking and savings were exhausted, I asked how was this not a red flag that someone has wired all their monies out of their account, either way he could not do anything until the fraud department was notified by means of affidavits, I filled out the affidavits and was told to come back tomorrow. I went back the next day, XXXX called the fraud department, and the affidavits were received. The fraud department asked if the wire transfer has been recalled, I just stared at the XXXX ( Citibank representative ). TE wire was not recalled and XXXX checked to see if the monies were still at XXXX XXXX XXXXXXXX. After checking of course, the money was no longer in XXXX XXXX XXXXXXXX as it was taken out. I was then told an investigation needs to be completed. I asked how long this will take as I have bills to pay, I need to wait 60 to 90 days for the investigation. I called almost everyday after 2 weeks as I heard nothing, when you call you get a representative that is overseas, so you need to ask to be transferred to a representative in the united states. Upon doing so they almost always stated the investigator is not online or we need to leave a message and they will call you back. That never happens, one day I got a woman named XXXX, she said although she does not work high dollar amount cases and is not my investigator, she will investigate my case and get back to me. That never happened, during the process I did get a hold of an investigator, not mine but told me that it was a scam and the bank denied my claim. I was beside myself. I then the official letter stating such, but the whole time I was trying to contact XXXX, finally I got her and explained what I been told, and she said she was sorry she had the flu that is why she didnt get back to me. She will look at my case right now, after reading my case file she said there was only one note on the case stating that someone had called in about the accounts, but it was deemed fraud, and nothing transpired after that. She stated just on the premise alone I should have gotten my monies back as they even deemed the call to be fraud. She said she is opening an appeal for me and now that she has been transferred to high dollar amount cases, she will ask het supervisor to request my case be giving to her. Days go by I cant get a hold of XXXX, but the appeal was open, and a new investigation was open. I receive a call from XXXX that she is reviewing my case and needs to ask a couple of questions, I give her all Im stating the above and more, she says within 5 days they will decide, of course Im calling daily and can not get a hold of her, time passes I finally get another investigator as I requested to talk to someone in the United States. This investigator states my claim was denied a Citibank does not cover scams, at this point I have not words. I still have not got the official letter stating such. So, I fill out a police report, I fill out identity theft and searched for a lawyer Im trying now to retain, as well reached out to XXXX XXXX XXXX on your side. I dont know what to do as I did nothing wrong but Im paying for the banks wrongdoing by not recalling this wire transfer after I told them it was not me, Im so angry and have no means to get my money back, please help. Thanks

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