Consumer complaint received 2022-04-28
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 I was a victim of a scam that resulted in an unauthorized wire transfer of {$4100.00}. I understand that scams and fraud happens often. However, what makes this incident frustrating for me is because I bank with Citibank which is where the money was taken from. The manner that Citibank is handling the incident was questionable from the beginning. On the day the money was wired out I received an email from Citibank alerting me that fraudulent activity was taking place on my account. There were two emails sent minutes apart. One email alerted that someone was trying to wire money out. The second email was letting me know my passcode was successfully changed. I immediately called Citibank from my work phone as my cell phone was experiencing limited service. At the time I contacted Citibank there were no funds removed from the account. I spoke with three representatives one of them was from the fraud department. I expressed that I did not authorize any activity on my account and that it was not me changing any passcodes. I only received assistance changing the passcode back from when it was changed by the unauthorized individual who hacked my account. No representative took the matter serious despite knowing that a great amount of my personal information was breached. An hour after that conversation I received another email from Citibank informing me the wire transfer was authorized. I spoke with multiple representatives none of which were any help. The customer service has been terrible during this entire ordeal. I was informed that an affidavit would have to be completed and signed to open an investigation. I completed and signed that affidavit on XX/XX/2022 and took it to a Citibank branch where it was notarized and faxed by the branch. However, upon reaching out to Citibank to check the status of the investigation I come to find out they have not proceeded because they are saying they didn't receive the affidavit. Then, on the same phone call I was informed the affidavit was located. I called again XX/XX/2022 to check the status of the investigation and was informed again the affidavit wasn't received. I faxed and emailed the document myself the same day. I called the morning of XX/XX/2022 to confirm they received the fax and or email. Despite my confirmation the fax was sent successfully and having the proper email I was informed they still haven't received it. I recently realized that I have to verify myself using a different security measure my phone number can not be used to verify my account. I inquired why my phone number was no longer good enough. I asked did they find out that my phone service had been scammed. As I believe that through XXXX XXXX my sim card was hacked leading to the breach. However, I was informed by the rep that she could not give me that information. Even though I verified who I was. When I questioned why not because you have verified me the rep still did not give me any information on it. This has me believing they know more than they are telling me. 
What makes this all even more suspicious is because when I speak and have spoken to the representatives they are inconsistent, they never know what's going on, I am on the phone each time 45mins or greater with no resolution. I spoke with one rep who was transferring me to a supervisor handling unauthorized wires. Upon transferring the rep warned me that the wait would be significant as this department has high call volumes. That startled me because that makes me question Citibank 's ability to protect their customers from scams and fraud. What efforts are they really putting forth? How can someone wire money out an account that's not their own despite security measures? Furthermore, I have been mishandled and its increasingly frustrating dealing with reps who are unknowledgeable about my situation, despite looking at the information in their system. This is unfortunate and scary for the many people that bank with this institution. Citibank has done the bare minimal to help me recover my funds that they allowed to be taken. Even with finding out they are not receiving the banks nor my fax/emails their best advice for me was to return to the branch and have them fax it again and make sure the investigator has it before leaving the branch. Not to mention they are rude and inconsiderate. Citibank has allowed XXXX to be wired from my account while I was on the phone with them responding to the many emails I received regarding this wire transfer, despite my diligence in calling to report the fraud prior and during this incident. What benefit is it to be with a bank that has a security measure set up that they don't honor? Then proceed to treat a long time customer as if I stole my own money. Furthermore, to carry on as if they could care less about the significant of the matter. I informed them it was not authorized and they still allowed my money to be removed out the account. I am a XXXX XXXX  with XXXX small children and I was saving the money up to put to purchasing a home. This situation has truly devastated my life and changed many things. They don't see nor care to consider how difficult it is to be going through something like this. Especially when security measure where in place and followed through and my money was still able to be removed out my account. What should have been a good catch or a close call turned into an unfortunate situation due to Citibank 's carelessness to protect their customers account properly. I am starting to believe rather than handling this situation effectively and timely they would rather stall me out to a point the investigation will close to avoid refunding me. I believe there are many others who bank with Citi who this may have happened to in one way or another. They might have experienced the stress and loneliness I feel going through this with Citi. I believe others should know they are not alone. Furthermore, living in a world were having a bank account is necessary people should be made aware of the banks they are trusting to securely hold/handle their money. Now upon reaching out to Citibank for update on my open investigation I found out they denied me. Their reason being I failed to protect my identity. However, I was never including in the investigation no statement taking from me etc. I feel this investigation was not completed appropriately because Citibank doesn't want to take accountability for allowing my money to be taking despite me telling them I didn't authorize any transactions.

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