Consumer complaint received 2021-08-16
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
Hello I hope this gets through to the right person. Citi help on the phone for this complaint is inadequate. 

First let me introduce myself. My name is XXXX XXXX and I have been with Citi Bank since XXXX, a long time. I should have had better customer service from Citi in this manner of wire fraud. 

Here is a short summery of what occurred. I believe the fraud department has all data on the case. The case number is : XXXX The last four numbers of the debit card are:XXXX My bank account numbers end in : XXXX and XXXX. These two accounts are closed for outgoing funds but can take incoming funds such as my social security and hoped for return of {$49000.00} from the scam. 

On XX/XX/XXXX I received a spoofed email from XXXX billing me for software I did not want. The amount of software cost was correct. I called the number listed to correct the mistake. I allowed entry into my computer so the " software '' could be removed. My accounts were accessed at this time. Then I was asked to put the amount of {$500.00} into a box for the XXXX refund. I did. I was informed by the scammer that I put {$50000.00} in by mistake and he would lose his job and his family would starve if the amount of XXXX he had placed in my account could not be returned. He showed me the figure added to my account. I felt bad, didn't want someone's money and agreed to refund via wire. Huge mistake and I recognize that now. I am not that sharp in internet matters and was raised in a different era where one trusted people. 

Now here is where Citi should have had my back so to speak but did not. They should have questioned a very unusual event as my banking history has never shown a wire transfer, much less for {$49000.00}, the actual amount transferred. They should have questioned a wire transfer to a foreign bank, XXXX XXXX XXXX XXXX  XXXX XXXX. I wish a " real '' person instead of a " did you authorize this transfer recording '' ask me. Questions would have been asked that would stopped the transfer. 

XX/XX/XXXX. One day later I realized this was not right and called Citi Fraud. They closed my accounts and notified XXXX XXXX XXXXXXXX XXXX of the fraud. All evidence of transfer, bank statements, were sent. I waited. I called every other week and was given no information or progress report other than this takes time, maybe 90 days. On XX/XX/XXXX I call fraud escalation specialists again and was informed the case was closed the money was gone. Why was not someone assigned to case and then call me? I did file a report with XXXX XXXX police and had 6 or 8 emails asking me for this and that information which I provided. One agent at Citi fraud said the XXXX police requests were just form letters of no import. Don't worry about them but I responded anyway. The last letter advised me to hire a lawyer or fly to XXXX XXXX to dispute the case. Next day it was over. Money gone. It is a big sum to me. I've worked hard my whole life for it. I realize in hindsight every mistake I made in this transaction but at the time when I really needed advice from Citi to prevent this, I did not get it. 

I hope this reaches someone who can help. 

Thank You XXXX XXXX

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