Consumer complaint received 2022-03-11
Company: CITIBANK, N.A.
State: NY
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:
Copy of letter sent to CEO Citibank, XXXX XXXX. 


The XXXX article on fraud with XXXX accounts ( https : XXXX ) and the refusal by the banking industry to address their customers concerns mirrors my recent experience with Citibank. On XXXX XXXX, 2022, I was the victim of fraud. An individual, posing as an XXXX employee, offered to aid me in connecting my XXXX account to my XXXX account. Over several hours, the individual guided me through a series of steps allegedly meant to connect my XXXX and XXXX accounts. During that time, I gave out the number of my Citigold ATM. At no time did I reveal my user ID nor my password. 

On XXXX XXXX, 2022, I was reviewing my account online, when I observed an unauthorized XXXX charge of {$5000.00} to " XXXX XXXX '', an individual I did not know. I immediately notified Citibank and my checking account, ending in XXXX, was closed. I received notification that an investigation was initiated and my account was credited {$5000.00} pending outcome of the investigation. Interestingly, on the day that the fraud occurred, there was another XXXX transaction of {$2500.00} to " XXXX XXXX, XXXX '' ( an individual I do not know ). This transaction was denied by Citibank. Also on that same day, multiple attempts were made to couple my Citibank account with XXXX. These attempts were denied by the bank. 

Also in XXXX, I noticed a XXXX charge of {$2500.00} to my Citibank MasterCard. I immediately notified Citi MasterCard and the card was cancelled. An investigation was initiated and my account was initially credited {$2500.00} pending outcome of the investigation. That investigation was not resolved in my favor and has now been re-opened. 

On XXXX XXXX, I received a message in the " secure message center '' that investigation of the XXXX fraud was resolved. I never received notification how or why it was resolved but my bank account was debited {$5000.00}. Many calls to Citibank resulted in an opening of a " dispute '' of the findings. Ultimately, that dispute was not resolved in my favor. 

Today I spent another one and a half hours on the phone, speaking with four different agents in the " fraud '' division, as well as the " disputes '' division of Citibank. When I inquired about content of the various investigations, I was told that my claim " lacked credibility ''. I was also told that I failed to file a police report for a stolen device as the transaction was made on one of my devices. This is NOT accurate as none of my electronic devices were stolen ; they have remained secure and in my possession at all times. I was specifically told when I reported the fraud on XXXX XXXX that I did not need to file a police report given the electronic nature of the fraud. One associate told me that I should check my online banking account daily and that she had never heard of fraud perpetuated in the fashion I described. 

As with many of the victims cited in the XXXX story, I have been a longtime member of Citibank, with over 30 years as a client ( most as a Citigold member ). My treatment by the bank has been shocking and has caused me tremendous distress. Sadly, as I see in the XXXX article, I am part of a growing community of victims of XXXX fraud. I believe that my particular case is governed by recent rulings of the Consumer Financial Protection Bureau. I did not initiate the XXXX transaction myself. The fraudster accessed my bank account and conducted the transaction himself. I reiterate : I did not provide the individual with my checking account number nor my user ID nor my password. As stated in the XXXX article : " The Consumer Financial Protection Bureau issued detailed guidance to banks last year about what kinds of fraudulent losses they're required to repay. the regulator requires banks to reimburse customers for losses on transfers that were 'initiated by a person other than the consumer without actual authority to initiate the transfer. ' inclusing those who obtain a victim 's device through fraud or robbery... ''

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