Consumer complaint received 2023-07-11
Company: CITIBANK, N.A.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
XX/XX/XXXX My computer was pirated by what appeared to be XXXXXXXX XXXX and XXXX XXXX stated do not shut down your computer it has been corrupted with spyware call this XXXX for help. So, I did and XXXX indicated he was the tec that could help clean up the XXXX. After a bit of instructions, he noted that a XXXX had gotten to my XXXX account and he would have a fraud representative call me from XXXX. That person called from XXXX XXXX which is a number for XXXX. He identified himself as XXXX XXXX and asked if we had authorized a {$23000.00} payment to a casino at XXXX the previous night ( XX/XX/XXXX ). My response was NO. so he said he would send an FDIC letter with instructions and we would need to set up a secure account with the exact same amount to allow the XXXX to ask if the false payment was authorized - just say no, and then if the secure account was authorized and just say yes, which would allow that money to then be reversed to return to my XXXX  account. By that time with all of the interruption by the said XXXX tec asking questions and giving instructions I was quite upset. 
Just did not click that the FDIC doesn't regulate Credit Unions. Then the instructions came for the secure account and moneys to be delivered to CITI bank in XXXX, VA routing XXXX Account name XXXX XXXX XXXX XXXX XXXX XXXX account # XXXX an attempt to make that as an external transfer through my digital banking did not work so I was instructed to go to the bank in person to get the wire completed which I did- I was also told not to mention anything to the clerks regarding the hacking or the previous fraudulent wire to the casino because someone from the local bank was involved and had authorized that wire. OMG how can those scammers get me so rattled that I could miss those clues. The third person that was involved in the scam group was a man supposed to be from the FDIC named XXXX XXXX and I was transferred to him at some point in the drama. I imagine they will immediately move the funds from that CITI bank to another bank to disburse to themselves. We have asked XXXX to stop the wire and they will contact CITI bank but the wiring form has my signature so that makes it more difficult. I'm not sure who you are but I was looking for someone who could help retrieve our money. The wire was requested to be returned but Citi Bank has not returned the funds. A Call to Citi Bank Fraud department was answered by XXXX who said if I didn't have an account with them he could not help and to call my bank. He wasn't at all interested in blocking the account with his bank to monitor the activity for additional in and out money produced by these scammers. CITI will not let you through their voice mail if you do not have an account with them. I really need some help to get the money back to my XXXX account. There is a XXXX that describes exactly what happens with a XXXX Scam.

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