Consumer complaint received 2020-11-23
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
3 Citibank checking accounts were hacked : I have NOT USED XXXX as a routine source of payment, my citi billpay history reflects, I used citibank pay online for bills. XXXX was used for only for collection of child support primarily. 

I never authorized any of the flagged transactions, my Fiance XXXX named as person to take this money. Citibank has taken XXXX into defamation of character, maliciously accused on a false accusation. FRAUD & THEFT. As this is OUR money, I am the financial head, the ONLY one with access to usernames. Passwords, pin # s etc.. XXXX was employed by XXXX XXXX each XXXX he earned deposited in account weekly. All money in MY control. 

*POLICE REPORT COMPLAINT # - XXXX Officer XXXX Proctor Shield # XXXX - Command # XXXX Placed XXXX - Note XXXX Precinct in XXXX county did not allow reports as Covid forced shutdowns and closure to precinct for months. 

Please help me. I need an advocate for justice in the FAILURE of Citibank 's legal responsibility to keep my money safe, I messaged, called & went into the branch on multiple occasions asking for the XXXX transactions to be frozen. {$3400.00} later, my accounts were frozen, weeks approx after my first complaint. 

I have written in DISPUTE Investigation has limited, delayed to the inaccurate denials from citibank 's investigations, they denied me.

XXXX had been notified of MAJOR Credit Card fraud XX/XX/XXXX - XX/XX/XXXX. Hence why I ALWAYS KEEP MY ATM CARD LOCKED! Still locked with the credit bureaus. I have screen shots of my XXXX  account showing the only legitimate transfers, child support from my kids dad. 


1 ) First notice Money stolen from Act # s XXXX  & XXXX was XX/XX/XXXX, straight away, I went online citi chat with XXXX ( citi rep ) - Notifying of MY monies stolen WITHOUT my KNOWLEDGE OR PERMISSION. 

2 ) I called on or about XX/XX/XXXX I asked AGAIN for my accounts to be locked down so the XXXX theft ends! It kept happening! MY REQUEST WAS IGNORED! It remained open and vulnerable to further UNAUTHORIZED XXXX theft. 

3 ) Another cry I made on or about XX/XX/XXXX via phone rep. I reported the newest groupings of UNAUTHORIZED XXXX thefts & FINALLY accounts XXXX & XXXX were finally frozen. Citi Rep put hold! Last theft was made on the XXXX & XXXX from XXXX & XXXX. 

4 ) My final checking account was robbed with another unauthorized XXXX theft from the XXXX act. 

Citibank failed me, To be so incompetent and heartless during a world wide pandemic and loss of livelihood. I am providing this chance for Citi to redeem themselves, holding back from reporting to outside agencies / federal / consumer business / XXXX etc will no long be an option if I dont receive my stolen money back. XXXX was not a common practice of my banking routine. 


5 ) I reported to my bank after COVID19 Pandemic shutdown was eased. XXXX NY Citibank Manager spent 2+ hours with me looking at the pile of reference numbers, puzzled why I was not helped sooner. Friday XX/XX/XXXX XXXX helped organize the pile of messy R # s, not completed properly tied to fraudulent transactions. 

Please Help me. I work M-F XXXX XXXX to XXXX XXXX EST, my email is 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