Consumer complaint received 2021-04-02
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
From XXXXXX/XX/XXXX to XXXX on XX/XX/XXXX, a series of eight unauthorized transactions totaling {$2000.00} were rapidly debited from my Citibank checking account. These eight unauthorized debits reflected XXXX payments transferred from my Citibank checking account to a person identified as XXXX XXXX, whom I have never met nor heard of. These eight transactions were promptly flagged as suspicious by Citibank in the Citibank app on my mobile phone. 

At the same time, I received a call from Citibank ( XXXX ) to confirm that the charges were fraudulent. I confirmed that they were, and was told a fraud report was being filed. A new Citibank debit card was mailed to me on XX/XX/XXXX, and I activated it on XX/XX/XXXX. My CitiMobile App, however, remained locked. 

On XX/XX/XXXX, I phoned CitiBank in order to try to unlock my App. On that call, the Citibank rep told me that no report of the fraud on XX/XX/XXXX had been filed. She then filed the fraud report. 

The next day, XX/XX/XXXX, I visited the Citibank branch at XXXX XXXX XXXX XXXX, XXXX, IL XXXX. There, an agent unlocked my accounts and reset my Citibank App. The agent also opened a new CitiBank account for me, and advised that I close my old CitiBank account once the fraud investigation concluded. 

At this point, the fraud claim investigation seemed to be proceeding properly. On XX/XX/XXXX, the fraudulent debits were tentatively reversed, and the missing {$2000.00} was provisionally restored to my checking account. On XX/XX/XXXX, I received written notification from the bank that the {$2000.00} had been provisionally restored. On XX/XX/XXXX, I received another letter stating that the investigation was in progress and that I had been given provisional credit of {$2000.00}. 

On XX/XX/XXXX, however, I was notified by email that Citibank had been trying to obtain more information for the fraud investigation, but had been unable to reach me. In fact, Citibank had NEVER contacted me to seek such information, either by email or via the Citibank mobile app or by phone. Nonetheless, the XX/XX/XXXX letter requested that I immediately contact XXXX at XXXX to provide additional information, and stated that the provisional credit for {$2000.00} would be withdrawn if this information is not received by XX/XX/XXXX. 

Upon receiving this XX/XX/XXXX email, I immediately called Citiphone. However, no one there knew what additional information was needed. Instead, a Citiphone agent directed me to email Citibank at XXXX to ask what information was needed. I did so immediately. However, I have received no response from anyone at that address. 

On XX/XX/XXXX, I again phoned Citiphone at XXXX, to inquire what information was needed. Again, no one told me what information is needed. However, this time an agent told me to send a Fax to XXXX XXXX XXXX XXXX, which I immediately did. I have received no response to my fax. 

On XX/XX/XXXX, I again phoned Citiphone at XXXX, where I spoke to an agent identified as " XXXX XXXX. '' XXXX told me that Citibank had not received my email or my fax and might claw back the provisional {$2000.00} credit as soon as XX/XX/XXXX, though he said he would try to keep the case open. 

I am at my wit 's end. I am a victim of fraudulent electronic transactions which Citibank itself identified as fraudulent. After contacting me on XX/XX/XXXX and purporting to open a fraud investigation and provisionally crediting my account, Citibank has ignored all my communications about this matter and now has threatened to claw back the {$2000.00} that was stolen from my account. This is a lot of money to me. Citibank 's Web Site states that I am covered for the full amount of the fraud if unauthorized EFTs are made from my deposit account. 
XX/XX/XXXX Please make Citibank live up to this promise. Thank you.

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