Consumer complaint received 2022-02-14
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX at XXXX I received a phone call from Citibank Fraud department asking if I had made a withdrawal of $ XXXX from the XXXX XXXX XXXX Citibank XXXX XXXX XXXX teller. 

I had not. I was at my home upstate, XXXX hours away from XXXX, and have never been to that particular branch. I also had the ATM card on me, which I very rarely use, and it had never left my possession. 

While I was on hold, waiting to speak with that representative, XXXX other fraud issues came up. XXXX separate ATM withdrawals of $ XXXX each ( totaling $ XXXX ) from my second savings account and my checking account. Those cases have since been rectified and closed. 

The representative from Citibank Fraud department told me she was filing a case for the fraudulent withdrawals. 

That same day I received a phone call and an email from the bank manager at XXXX XXXX XXXX XXXX asking me to come in and sign for the money she thought I had withdrawn. I told her it was not me and that she had given my money to an unauthorized and unknown person. I told her I had spoken with the fraud department and she quickly got off the phone. 

XX/XX/XXXX I filed an Identify Theft Report with the FTC. 

I went to the XXXX XXXX XXXX of Citibank and moved the remaining funds from my accounts to a new account with the assistance of a personal banker. 

I then filed a police report with the XXXX XXXX XXXX with XXXX XXXX. 

XX/XX/XXXX I spoke with an officer of the XXXX from the XXXX Precinct as he was taking over the case since the crime took place in his district. 

I have subsequently called Citibank numerous times, at a minimum of once a week, to follow up on my cases. First they dealt with the XXXX other unauthorized ATM withdrawals from the other bank accounts. That was addressed and the funds were placed in my account. 

XX/XX/XXXX I followed up with Citibank fraud get an update on my remaining case. I was told that the $ XXXX that was handed over by a bank teller and observed by a bank manager wasn't filed correctly because it falls under a " forgery ''. They said they were going to send me an affidavit to sign and return and it should arrive 5-7 business days. 

XX/XX/XXXX XXXX business days later I called back telling them the affidavit never arrived. That Citi representative finally sent an email with the affidavit and a form for me to fill in what had happened. I immediately signed it ( XX/XX/XXXX ) and faxed it to the appropriate number. I also overnighted the hard copies to Citibank which was received XX/XX/XXXX according to the USPS tracking number. 

XX/XX/XXXX I called Citibank again to get an update on my case and insurance money. I haven't been told that the information/affidavit was received or if my file/claim was properly open now. I have called numerous times to no avail. The representatives I speak with can not tell me any information. The investigators don't allow calls in and they haven't written any notes in my case file to let anyone know if the information was received. 

I need to know when my funds will be reinstated to my bank account. I'm under the impression that the bank should be insured and that the $ XXXX that was stolen should be reinstated to my bank account but I can't get an answer as to when that may be. It has been over XXXX months since the theft.

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 non-monetary relief