Consumer complaint received 2023-08-25
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the early afternoon of XX/XX/XXXX, I was working at my job as usual, and received a XXXX email from the president ( my boss ) asking me that he has an urgent assignment that he would like me to do if I could provide him my phone number. I gave him my number and he we started talking via text. He asked me to drive the near store XXXX by my house ( which is a bit unusual because they are stores he would already know that is nearby. He asked me him can get get 2 gift cards to give out to surprise two employees with incentives. He also mentioned that he will reimburse me back after that. Knowing that my boss left our office that morning I'm assuming he wanted to do it since I'm the newest member at work. I went over to XXXX and he asked me to send pictures of the gift cards which I did. He asked me to get XXXX XXXX XXXX to purchase which I did ( plus a a makeup I needed and an energy drink ) which totaled amount came out {$410.00}. Afterwards he asked to stay where I'm at to take pictures of the front and back of the cards. He then told me to open the cards up and take pictures of the activation codes... which I did. After a bit he then told me, " Great Job! I need you to go back and get a {$1000.00} '' and he will reimburse me {$1200.00}, {$200.00} bonus for a job well done. Funny thing about it was that I had already informed him in the beginning of the text that i don't have those kind of funds. Me being a good person I only had about the XXXX amount to get it. I knew right aware that my mind was ringing! I called my co-worker and explained everything to her and asked her the phone number of the boss. When she told me a complete different number, I burst out in tears and she had told me to come back to the office. I called Citibank right away to put in a dispute. the associate at the time said that she will send it over the dispute center and I would have to close my debit card and send me a new card. I had informed her that since I was the one that paid and physically had the card it wouldn't make sense and that I have proof that I was in a scam. She went over and spoke with her manager and came to me via phone that in order to go through the dispute I need to close my card and I said ok even though I did informed her that I am paying bills and need to have access to my card, so she told me that she is sending my card now ( XXXX XXXX ) and expeditie it.. Little did I know that after the phone conversation, i went on to my citibank account and it wouldn't let me in, finding out later that in order to get access again to my account, I need the new card. I then called days later XX/XX/16 regarding any update on my card. The dispute center asked for my reference number and I had informed to the associate the lady never gave me any info. he found my information and had told me that the associate never sent my card out. I was very frustrated but he informed me that he had resolved it and sent it out which was also expedited so I should be able to get it in about XXXX days. I received my card on friday XXXX XXXX. Moving forward as I am constantly checking my bank, I noticed that I was never refunded and haven't received any information about the dispute. I chatted online with citibank regarding the dispute and the associate XXXX had informed me that the dispute was resolved because i had authorized the payment which i had already informed them that I was in a scam where the scammer portrayed my boss while I was at work and did What I did until I realized soon after that it was a lie. I became very upset and she gave me the XXXX XXXX XXXX number which I called right away, all on Tuesday XX/XX/XXXX. I spoke with the another associate by the name of XXXX and let me tell you, I'm pretty patient through the whole dilemma but i have had it and on top that this guy was not helpful at all and would interrupt and over talk me as I was explaining my situation and how upsetting it is that they had resolved the dispute and did let me know what was going on nor even informed me! This is probably the first time that I felt they didn't care and customer service is terrible! I speak for myself because I deal with customer service where I work and would never do what these people have done to me. I hung up the phone because I couldn't deal with the guy anymore after he plainly told me I can just ask for an appeal and send the information or fax them .... I had to ask him what is the information after being silent for a couple of minutes. He was disrespectful which is very disappointing.The whole experience they had me in limbo on what was going on, no updates whatsoever.

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