Consumer complaint received 2022-08-06
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX I received a call from Citibank stating that someone in Kentucky was trying to use my card for purchases at XXXX and gas station. 
They also noticed as attempted {$2000.00} wire transfer. 
After that call, while looking online, I noticed major changes in my accounts : - 2 fraudulent accounts opened successfully under my name - Money being moved from my main checking account to my other accounts, and to the fraudulent accounts. 
- As I was trying to get hold of Citibank via phone, I could see {$5000.00} was deposited into each of the fraudulent accounts, and by the time I got through to a Citibank person, having been transferred from department to department, both accounts were drained as XXXX payments were being made to unknown people from these accounts. 
- By the time I spoke to someone, 9 fraudulent transactions had been made, amounting up to approx {$20000.00}. Citibank had NOT stopped these transactions. 
- I kept asking whether my accounts were now safe, I was told yes. 
- XX/XX/XXXX, I saw someone had applied for a personal loan from my account. This has affected my credit score. 
- XX/XX/XXXX, 2 more payments were attempted. 
- Snapshots were taken of my accounts, including the fraudulent ones, before deleting app from my phone. 
- XXXX XXXX XXXX : 3 days spent at Citibank XXXX XXXX branch . Noone is able to open a basic account for me. Appalling customer service. New account is 'lost ', many comments from staff like 'I don't know how to do this. ' Bank staff do not return my emails. 
- XX/XX/XXXX XXXXpm I ask to speak to manager at my local branch. He manages to open up an account for me, but the bank card does not work. This means for 3 days I had XXXX access to any funds and this weekend, although now I have a basic account, I can not access those funds as my ATM card doesn't work, so I need to return to the bank for the 4th day on Monday. 
- XX/XX/XXXX : I notice while looking at my accounts with the manager that another account has been drained SINCE the 'block '. I can provide snapshot of my account as of XX/XX/XXXX, after the 'block ' and yesterday 's account. This means a further {$3000.00} removed. 

The incompetency of Citibank is staggering. I already closed my Business account last year, but this incompetency is a whole other level. 

I am a XXXX Member and own a business here in XXXX XXXX. If this is the level of support a XXXX member gets then I feel very sorry for those who don't have the time and resources to take action I am doing. 

I refuse to wait 45 days for a 'decision ' to be made regarding the fraud. Clearly Citibank could have acted faster. I will not be able to pay my estimated taxes if these funds are not returned asap, and currently we have no bathroom because after demolition, the contractor was expecting payment and Citibank has ensured I have no access to my own funds for almost a week.

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 monetary relief