Consumer complaint received 2021-04-07
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On Wednesday, XX/XX/2021, I received a telephone call from XXXX. They were calling to verify a purchase in the amount of {$1400.00} for a cell phone. The transaction was flagged because the purchase was made in California, and I in New York. I was informed that I was speaking with XXXX XXXX from XXXX XXXX XXXX XXXX, and was given a call back number ( XXXX XXXX XXXX ) in the event we were disconnected. I was also given a reference number XXXX XXXX. 

Once we established that I did not make the purchase, he asked if I would accept a refund in the amount of {$1400.00} and could the refund be deposited in my Citibank account ending in XXXX. I agreed, and he asked me to check my account to see if the {$1400.00} had been deposited. I opened my Citibank account on my computer and saw a deposit of {$6200.00}. He then seemed horrified that he had made an error, and would check with his Manager to find out how he could reverse the transaction. He came back with a solution. I would have to wire the overage to him, which I foolishly did. I was not suspicious since this was a Citibank Checking Account Interface with the amount in question visible in my account. 

Within minutes of this transaction, I decided to call Citibank, at which time I was told I had been defrauded. I have been in contact with Citibank several times regarding the possibility of my getting the stolen monies back ( See CIT XXXX ) and was informed on this date that the case is now closed. I was also told that because I had sent the funds, there was no way for Citibank to retrieve them. Upon checking, it was found the funds appeared to have been forwarded to XXXX XXXX XXXX, but for some reason, the {$6200.00} deposit transaction does not show up in my Citi account. I have since been to my CITI XXXX to open new checking and savings accounts and close the affected accounts. I also redirected all direct deposits to the new accounts. Additionally, I've scrubbed my computer, and put a monitoring system in place. There was also an administration fee of {$500.00} debited from my checking account by the same individual. 

The fact that I lost those funds is distressing to me. I feel that my information on file with Citibank was breached ; otherwise, they would not have known I bank there and would not have had my account number. Why would I assume this was a scam? I have been a CITI member for well over 35 years and have never had a problem such as this. I am a senior, and these COVID times have been emotionally and financially distressing. 

I am surprised by the negative decision and lack of a solution to reimburse funds stolen from me from my account on your secured site. 

I am currently on Social Security and Unemployment ; and with the cost of health care alone, I'm struggling to make ends meet. Anything you can do to return the funds to me would be extremely appreciated.

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