Consumer complaint received 2020-06-02
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I checked my account balance information at Citibank and much to my horror realized {$180000.00} had fraudulently and without authorization been withdrawn from my savings account and {$60000.00} had been fraudulently and without authorization been withdrawn from my money market account. I immediately informed Citibank of the the withdrawls and was informed by their fraud department the funds had been removed by a company named XXXX XXXX ( which is a XXXX for XXXX XXXX XXXX ) in a series of withdrawls ranging from {$10000.00} to {$30000.00}. I informed Citibank that I had never heard of XXXX XXXX much less had any commercial dealings with them nor had I ever given XXXX XXXX or any other person account information for my savings account or money market account nor ever authorized anyone to make any withdrawls from such accounts. I was told by Citibank not to alert the authorities about this crime as they would handle it as part of their investigation. On XX/XX/XXXX, {$30000.00} was returned to my money market account. On XX/XX/XXXX the remaining {$30000.00} was returned to my money market account ( see attachments ), leaving the {$180000.00} stolen from the savings account outstanding. I was told to be patient regarding the savings account. Over the next couple of months I heard nothing further from Citibank. Finally on or about XX/XX/XXXX I spoke with Citibank and was told that the investigation had been concluded and they could not return the funds because I had authorized the withdrawls. This was completely false because as mentioned above, I had never dealt with XXXX XXXX, had never given anyone my savings account information or authorized anyone to make a withdrawl from such account, had never purchased any good or service remotely close to {$240000.00}. Additionally, the {$60000.00} was restored to my account because it was fraudlenty removed and the underlying facts were exactly the same for the savings account withdrawls. I was told that I was entitled by law to obtain a copy of Citibank 's investigation file, which I did verbally and in writing ( see attached letter ). It was particularly important that we obtain a copy of the file because Citibank was claiming we authorized withdrawls when we had not and because in subsequent correspondence from Citibank we learned that they had been investigating a money market account when the account in question was a savings account. We have received nothing in response. We subsequently received written letters from Citibank referencing a new investigation into our money market account made at our request ( we did not make such request ), referencing a money market account with an account number that we don't have, telling me the results of the investigation are ; and then leaving a blank and then asking me to input the case summary as if I was an employee of Citibank with access to their computer database. I made several calls to Citibank, to their customer service department, to their fraud department and to our relationship manager and was promised on multiple occasions that a copy of the file would be sent and that someone would get to the bottom of why such incomprehensible letters were sent to us. We have as yet received nothing from them.

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