Consumer complaint received 2021-11-27
Company: CITIBANK, N.A.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On or about XX/XX/2021, I was researching loans online, I read some info on the various loan processes, and shortly after ending my search, I received a call from a person who identified himself as XXXX XXXX, a representative of XXXX XXXX. 

As XXXX was speaking I pulled up the website XXXX and it appeared legitimate and what XXXX XXXX was saying was reflected on the website. XXXX XXXX asked about my work, salary, any additional income.to see how much I would qualify for a loan. 

XXXX XXXX stated based on the info. I would qualify for a loan of {$10000.00}. He asked that I send him a photo ID ( I sent a photo of my driver 's license ). He later called and stated I needed to send a copy of my signature to verify the photo ID that I had sent in. 

XXXX XXXX called again and stated the loan was approved, he sent me several documents stating the term of the loan, he asked for my banking information and my social security number so they could deposit the first part of the loan to my account to make sure it went through without any problem, and if there were no issues the rest of the money would follow. 

XXXX XXXX told me the if at any time I wanted to do a buy now and pay later, the XXXX XXXX does offer that program, he asked what stores do I shop at, I mentioned several stores, one of the stores was XXXX. He stated I would need to go to XXXX and purchase several gift cards for no less than {$1000.00} on each card and call in the info on the card so they could set up a buy now and pay later account, he said I was protected because they had already deposited the money into my account, and they would send me a copy of the check deposited to my account at Citibank to verify the deposit. 

I followed the instructions in regards to the gift cards, and XXXX XXXX sent me a copy of a check made out to me in the amount of {$10000.00} which he said was deposited at Citibank. Upon review of the check, some information did not seem consistent, for example instead of the check being drawn from the XXXX XXXX account it stated the City of XXXX XXXX  the signature was not mine and they had not asked me to sign a check either, also my name on the signature that was on the back of the check was misspelled. I went online to double-check my account and found I was locked out. I called the bank and the bank said my account was locked out because it was overdrawn. I was told the money in my account was reversed to sender and they could not tell me how much because I no longer had access. i called the number that XXXX XXXX was calling me from and no one was picking up. 

I tried to work with the bank in resolving the matter, but the call was answered by an overseas party that handles Citibank calls, she had a problem understanding what I was saying and kept asking the same questions over and over and I also had difficulty understanding her, I asked to be transferred to the XXXX customer service and was put on hold for 40 minutes and then the call was disconnected. The second time I called and asked to be transferred to the US I was told I would receive a call the following morning, however, that never happened. 

My mother and I ( I wanted her to be able to communicate with the bank in the event I could not ) made several trips to Citibank local office on XXXX XXXX in XXXXXXXX XXXX and they suggested that I contacted the XXXX XXXX to resolve the matter, my mother informed them no one was answering so the gave her the phone number that had on record, however that did not match the number that was contacting me or on their documents. My mother called from Citibank and they said they had no record of a loan to XXXX XXXX XXXX XXXX with that phone number ( cell phone ), the account number provided by XXXX XXXX, and no one working there by that name. 

I attempted to file a report with XXXX XXXX, however, they needed documentation from the bank of a fraudulent transaction and the bank would not provide me with anything. I was locked out of the account, my money was gone and I advised them that in XXXX I was scheduled to receive my monthly Veteran Administration XXXX check ( I have a direct depot payment set up with them ( Citibank ) for my monthly VA  XXXX check and my Child Care payment ; I have a XXXX daughter who lives with me and I have Court approved sole custody, I explained to them without my XXXX check and child care payments I would not be able to pay my bills and this was an urgent matter. 

The Citibank representative XXXX XXXX XXXX, stated I should contact the VA and have them send out a paper check instead of direct deposit, The VA told me it was too late to stop the direct payment for XXXX and I should talk to the bank, which I did and was told by XXXX XXXX the check would be sent back to the VA within XXXX  days. XXXX XXXX also told my mother this, XXXX days later the VA stated they did not have the XXXX payment returned to them. I contacted XXXX XXXX who stated the money deposited in my account ( the VA XXXX check and the child care payment ) was not returned because of the overdraught. 

I have no way of knowing how much Citibank intends of taking from my account or how much was already taken. As of now, it has been over {$5000.00} that I have lost and can not pay my bills. 

Recently Citibank notified me they denied my fraud claim, no reason was given, I did a search on the XXXX XXXX XXXX  and found many complaints that people state they either don't investigate or just make one call and then deny with on follow through. A family member also told me they had the same experience with Citibank desire all the proof she provided. 


Citibank stated they did not find it to be a case of fraud, yet they took money to reverse without having any documents stating I had approved it, Citibank has my signature on record yet if the XXXX XXXX submitted documents they should have verified that the signature which would show a misspelled last name and the signature at Citibank could not possibly match anything that was provided by a fraudulent party,

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