Consumer complaint received 2022-09-12
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
PLEASE NOTE : THE ENTIRE INCIDENT IS ALSO UPLOADED AS A XXXX 

COMPLAINT AGAINST CitiBank and CLAIM Complaint lodged by me, XXXX on whom the theft/fraud was perpetrated against Citibank. The account that was affected was a joint account with my mother XXXX. The Citibank letter of denial of the claim is addressed to my mother, XXXX since she is also on the account. My mother is also helping me fight this case as this has caused me physical and mental stress. Enclosed is the fraud check and one of the many Citibank denial letters of the two claims submitted by XXXX to Citibank. 

The complaints against Citibank are summarized below : XXXX. Citibanks failure to provide security within its bank premises at XXXX XXXX XXXX, XXXX, NY XXXX ( this incident was caught on tape which is now with the Bank and they will not provide that evidence to me but the police have requested it ). 
XXXX. Citibanks ATM machines failure to detect an obviously fraud check : a copy of the check that subsequently bounced is enclosed here and the check was forcibly deposited by the fraudster into my account. The check is part of the ATM receipt since the check was deposited via the ATM. Further, due to another glitch in the ATM, the total money in the check was immediately available in my account. This fatal flaw in the ATM caused a total loss of {$6500.00} from my account. The check was a fraudit had no bank name, account number or routing number. The name on the check is someone totally different from that of the account holder, i.e., XXXX. AND, without following any normal practice, the full amount of {$8000.00} was immediately available in XXXX account. 
XXXX. Citibanks refusal to my claims. We ( my mother and I ) have appealed the case three times and each time it is close to 40 minutes of narrating the incident from the beginning for Citibank which then ended with the denial the claim each time with no detailed explanation on how they came to this decision. A recent denial of my claims from Citibank is enclosed here. Repeated requests to Citibank to appraise us of what information was used to come to this decision was ignored. Their own letter ( enclosed ) states the law entitles me to obtain copies of the information used in our investigation. 
XXXX. Citibanks negligence in not reporting the crime to the local police : When I reported the incident to the police who are investigating what they termed as Grand Larceny, the detective said that it was highly improper that the bank manager did not report the incident immediately to the police. 

CLAIM : Citibank to refund the total of {$6500.00} that was stolen from my account. 

A COMPLETE DESCRIPTION OF THE FRAUD INCIDENT AND TIMELINE : Cases XXXX and XXXX My name is XXXX I am a XXXX  at XXXX University and have an account in Citibank ( XXXX ) XXXX A fraud was perpetrated on XXXX within the premises of Citibank. The section titled Statement gives the full account of this incident. The contents of the Statement was given first orally to XXXX ( Manager ) at the Citibank location at XXXX XXXX XXXX, XXXX, NY XXXX, and then subsequently ( again orally three times now ) to the Dispute Department, Citibank ( Case Reports : XXXX and XXXX ) and finally as a written report, Statement to the Police ( XXXX, XXXX XXXX XXXX branch : Complaint Report Number : XXXX, Reported to : XXXX XXXX XXXX. XXXX XXXX : XXXX ). XXXX went to the police station in late XXXX to identify the perpetrator from mug photographs the detective showed her but it was hard to make an identification since the perpetrator was wearing a mask and a hat. During this trip to the police station, Police informed XXXX that there are other incidents similar to her that occurred in the neighborhood. 

Below is the copy of the Statement given to the police ; note they were orally given to Citibank four times. After the Statement, there is a detailed timeline of events involving Citibank and Police. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Dated : XX/XX/2022 STATEMENT ( Date the statement was given to the police is given above ). 

At approximately XXXX XXXX on XX/XX/2022 I entered the Citibank branch at XXXX XXXX XXXX and proceeded toward an ATM to withdraw some cash. A large man opened the door for me and followed me into the bank. As I was operating the ATM, the large man came very close to me at the ATM. He started by asking for what appeared to be change for {$60.00} or so that he was waving in front of me. I felt intimidated and confused. I am XXXX XXXX  tall and this man was over XXXX XXXX. I shook my head but he came closer to me, now waving a check around in addition to the {$60.00}. I was scared. I had never been approached this way inside the bank. At this point, I had already inserted my Citibank Debit Card into the ATM and the screen was showing the options I had. He suddenly said that he needed to deposit the check and could not use his own account since it was overdrawn. He reached over me to the ATM, told me not to panic, and placed his hand on my shoulder. He started selecting the option of deposit on the ATM and before I could say anything, he deposited the check, which was for {$8000.00}. I froze in shock. Before this deposit, I had {$1300.00} in my account and I saw that the amount went up to {$9500.00} after he deposited the check. My only thought was that I had to get this money out of my account. Im a XXXX XXXX and I had never had this much money in my account before. I didnt want this money in my account and the man then told me I needed to withdraw the money to give to him immediately. 

I was terrified. He told me again not to panic and then told me he could take a walk with me outside the bank if I was uncomfortable inside the bank. I was so scared because I live right XXXX XXXXXXXX XXXX from the Citibank location and I thought he might follow me home. He asked me repeatedly to withdraw the money. The maximum I could withdraw in cash was {$1500.00}. He took that money in cash from the ATM. He kept telling me to calm down and repeatedly put his hand on my shoulder and arm. I was terrified, confused and intimidated by the man and could not think straight or run or scream for help. He asked me to XXXX the remaining {$5000.00} to his account. The name on the XXXX account was XXXX XXXX. Again he put his hand on my shoulder and I was terrified of him, so I sent him the money. The XXXX transaction went through. The man kept talking to somebody on the phonehe appeared to be communicating with someone who was sitting in a car outside. I was so scaredagain, I live right XXXX XXXX XXXX from this bank. I thought that this man and his friend could follow me back to my apartment if I didnt give him the money he deposited. I just wanted to be rid of the money deposited in my account from his check and get away from the man. At this point, I took a hold of myself and realized I needed to get away from this man. The man was lurking around but I walked over to the teller and told her the entire episode. By this time, the man had taken off. The teller confirmed my worst fears and said it was a scam. She then took me to meet her manager, who launched a fraud investigation. 

Two days later ( XX/XX/XXXX ) I went to the police station at XXXX XXXX XXXX. The woman at the front told me to wait until the check bounced, and then come back to report the incident. Three days after that, ( XX/XX/XXXX ), the check bounced, and I immediately went back to the station. I tried to file a police report, but an officer there told me to come back with a signed affidavit from Citibank. I tried to obtain an affidavit from Citibank for three weeks, by emailing the manager I spoke to and calling Citibank, but everyone I spoke to was unable to send me an affidavit. In the meantime, I obtained proof of the fraudulent check with a letter from Citibank, which Ive enclosed here. Citibank is currently still investigating the incident, but I was advised by their disputes department to file a police report. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - TIMELINES We gave Citibank a written report for the two cases ( XXXX and XXXX ) under investigation by the Dispute Department, Citibank to ensure an accurate report in its entirety is available to the investigating tea We emphasize that the reason for the written report is that the first time the case was reported by the Manager of Citibank after the entire incident was narrated by XXXX to him as : A man followed the client into the bank. XXXX case was denied since the case report ( as reported by the Manager or his representative ) lacked all the essential and critical parts. Further, the original case report was only made for the {$5000.00} XXXX transaction and did not include the {$1500.00} ATM cash withdrawal ; note : the two are part of the same incident. 
We have now talked to the Dispute Specialist and reported orally over the phone the entire incident that is given in the Statement above. However, we have no way of knowing if the agent captured the entire incident as reported orally by XXXX and if the agent has filed the case with the relevant information as the first time around the Bank Manager ( or whoever did the case filing ) failed to do so. 
Citibank has ignored our email and/or our request to provide us with the information they used to come to the decision to deny our claims repeatedly. 

Citibank XX/XX/2022 : XXXXXXXX XXXX incident reported in the Statement occurred. 
XX/XX/2022 : XXXXXXXX XXXX XXXX account holder ( account number : xxxxxxxxx ) and debit card owner ( last XXXX of debit card : XXXX ) on who the crime was perpetrated, reported the incident to the teller and bank manager, XXXX The account was placed on hold and the debit card can not be used. 
XX/XX/2022 : XXXX pm : Bank Manager tried to stop the XXXX transaction. XXXX provided a complete oral description to the Manager ( this description is the Statemen above ). Manager secured the video camera that captured the incident and the Manager identified XXXX and the perpetrator on the video camera images. This is footage relevant to the incident. 
XX/XX/2022 : XXXX gets a letter posted on her account stating that the case was under investigation ( no particulars of the case was given ) XX/XX/2022 : XXXX hands one of the bank tellers a written description of the incident similar to Statement above ; the manager was in a meeting and the teller told XXXX that it would be passed on to the manager. 
XX/XX/2022 : Check deposited by the fraud perpetrator bounced and XXXX was informed via a letter posted to her account. Citibank clearly has access to the bounced check-. 
XX/XX/2022 : Citibank sends a letter posted to XXXX account that tentatively, awaiting full investigation, she can access the {$5000.00}. Please note account is still on hold. 
XX/XX/2022 : Citibank sends a letter posted to her account that her {$5000.00} case has been denied. 
XX/XX/2022 : Horrified by this terrible denial and travesty of justice from Citibank, we ( XXXX and her mother were on a joint call to Citibank ) call the dispute department of Citibankhere is another terrible fact : since the account is on hold and debit card is invalid, there is no way to contact Citibank through any of the phone numbers. XXXX mother, joint account holder on said account on hold had to access a service agent through her own debit card On talking with the dispute specialist, we found out that the entire incident ( Statement above ) had been summarized ( not sure who actually filed the case : Manager or one of his deputies ) as : A man followed the client into the bank. This did not capture any detail of the actual incident and XXXX was denied the {$5000.00}. 
The dispute specialist took over the phone ( conference call ) the details of the entire incident. She was extremely competent and sympathized with us. However, we have no way of finding out how much of the incident was actually reported as part of the two cases ( XXXX and XXXX ). We want to make sure that the appeal for the {$5000.00} and the new case report for {$1500.00} is investigated with this, the written ( Statement ). Further, we would like to submit that the XXXX  at the Citibank location at XXXX XXXX XXXX, XXXX, NY XXXX had the video camera that captured the entire event and had identified on those images, both XXXX and the fraud perpetrator. 
XX/XX/2022 : Citibank sends a letter saying that the case involving the withdrawal of {$1500.00} is denied and the transaction is considered legitimate. The reasons given are that the withdrawal was made with the debit card and PIN number, and that the activity appears to be consistent with your normal banking activities. On the first point, XXXX entered her PIN number under duress. The transaction can not be considered legitimate if she was in fear for her life while at the ATM. Secondly, the activity is NOT consistent with XXXX  normal banking activities. Before this, she had never withdrawn this large a sum of money in cash. This was the first withdrawal of its kind in XXXX account. We will appeal this decision. 
XX/XX/2022 : Two further appeals for the {$5000.00} and for {$1500.00} were repeatedly denied by Citibank. They would not acknowledge the receipt of the email that detailed the fraud perpetrated on XXXX or give us what information they used to deny our claims. 

XXXX Police Station : XX/XX/2022 : XXXX went to report the fraud perpetrated on her on XX/XX/2022 on Citibank premises at the XXXX Police Station ( XXXX XXXX XXXX branch ). Police would not take her report since at this time, the check deposited by the perpetrator had not bounced XX/XX/2022 : XXXX went back to the police station ( XXXX XXXX XXXX branch ) once the check bounced ; this time the police wanted a signed affidavit of the investigation that was being conducted by Citibank. XXXX tried 3 weeks with Citibank ( at the branch and over email ) to get a signed affidavit but with no luck. 
XX/XX/2022 XXXX XXXX then went back to the police station with her boyfriend and the police took her report ( XXXX above ). Please note that the police are taking this report very seriously and called it investigation of grand larceny. 
XXXX : Police detective showed XXXX mug shots of several suspects. It was hard for XXXX to identify as suspect at the time of the incident was wearing a mask and a hat. Police mentioned that bank manager was amiss in not reporting the incident to the police station. 

At this point, we would like Citibank to consider all the evidence ( below ) and refund the {$6500.00} stolen from XXXX account. 
XXXX ) The accurate and entire ( Statement ) presented here 2 ) video footage that the Manager had retrieved at the bank when the incident was initially reported. 
XXXX ) details of the fraudulent and bounced check that is available to Citibank XXXX ) name associated with the XXXX account that XXXX transferred {$5000.00} to is provided in the Statement above We would like to highlight a huge fatal flaw in the Citibank ATM systemwhen the perpetrator deposited the check of {$8000.00} using XXXX account at the ATM, a clearly fraudulent check ( See enclosed ) was accepted and credited to XXXX account. The bank account showed on the ATM display that this {$8000.00} was immediately available. How is this even possible? the check was not made to XXXX and this check would not have been accepted by a teller ( wrong name, no bank number or account number ). Further, if the check was processed by the teller, funds would not be immediately available but will only be so after the check clears. The perpetrator knew this glitch existed and used it to his advantage to defraud CS : BECAUSE OF THIS GLITCH IN THE CITIBANK ATM, XXXX LOST A TOTAL OF {$6500.00}. Citibank has to take responsibility for this glitch in their ATM system. XXXX  is a XXXX XXXX XXXX  struggling to make ends meet and was defrauded on Citibank premises. The initial case was filed by a Citibank employee with insufficient, inaccurate, and incomplete information causing the bank to deny my claim. We strongly request that Citibank conducts the investigation of cases XXXX and XXXX with all the evidence including this written statement ( above ), the video footage recovered at the bank, and the fraudulent check. 

In summary, I, XXXX am requesting that Citibank refund the {$6500.00} that was stolen from my account. Citibank has displayed a cavalier attitude and refused to acknowledge, let alone consider the evidence presented to them. They have caused emotional, physical, mental and financial stress while they remain a faceless corporate entity, uncaring about a XXXX XXXX who was robbed on XXXX premises, an event captured on video footage. One last point, my account only had {$1300.00} before this incident, the fraud check took it to {$9300.00} allowing {$6500.00} to be given to the fraudster. Once the check bounced, this left the balance at a deficit of {$5200.00}. Now Citibank is harassing us for this amount, threatening taking us to a Collection Agency and has frozen the account. 

While it is terrifying to know that perpetrator is still out there trying to rob his fellow citizens ( mainly due to inaction on Citibanks part ), it is ultimately more terrifying that Citibank, a huge, billion-dollar corporation, is abetting the fraud by refusing to acknowledge the incident as well as, very importantly, NOT fixing the fatal flaw in the ATM that the perpetrator exploited, thus allowing such scams to continue. Citibanks is by far the bigger crime.

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