Consumer complaint received 2021-03-16
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2020 and XX/XX/2020, A total of {$3100.00} USD was siphoned from my account by an individual whom I shared a brief interaction with, of whom I would later discover was a criminal, who had executed the crimes in individual incidences. I discovered that the money was missing on the morning of XX/XX/XXXX, where {$1400.00} USD was missing. I proceeded to call all parties involved, XXXX and their subsidiary company / proprietary banking systems that operates XXXX XXXX applications : XXXX XXXX, Citibank themselves, and even the criminal ; as she was eager to once again meet with me, and I took it upon myself to invite her and inform local law enforcement. After a failed attempt to apprehend the criminal and calling upon Local law enforcement, she fled the scene, nearly hitting a pedestrian with her vehicle. The Police arrived shortly after and conducted the investigation. 

What would transpire in the following months is a series of phone calls, visits to various Citibank branches, and funds spent beside my better judgement in order for the money to be refunded to my account, of which I was told would not be guaranteed, despite the security systems at Citibank failing to inform me that thousands of dollars have been moved from my account to someone whom Ive never in the history of my Banking exclusively with Citi have ever sent in such quantities and brief periods of time. 
I have documented several hours of phone calls, of which I was scrutinized, belittled, and met with confusion as none of the representatives understood what was going on, had no log of the information at hand, quickly refused to assist beyond their own means, made unfulfilled promises and claims stating that I never made any claims, spoke to representatives, or received any paperwork. I went to the local Citibank Branch in XXXX XXXX XXXX to send physical paperwork over through the branch, only to find out most of them werent received by overseas Citibank representatives. I acquired the assistance of Branch managers at Citibank to no avail, as the line of communication to customer services is dismal at best. 

Shortly after I discovered, that despite all of my time spent returning the claims, drafting detailed documents explaining how the events of the robbery unfolded, being promised that my money would be returned to me in a 120 day period, that I my cases were denied, and then I would have to submit for an appeal process that would require addition time and expenses to send the documents over, as well as an additional 120 days. I was completely flabbergasted, scared, and frustrated. Despite all that Ive done, while receiving threats against my life, and doing all of this with no help whatsoever, Im being told its not enough. Citibank representatives after that point grew condescending towards me, and made me feel like a pathetic and worthless ingrate, and not someone who has been a loyal customer for them for nearly a decade. Even after dealing with them not wanting to refund my money, making ridiculous over drafts on my accounts over the years, and closing out my bank accounts several times for transferring money, I remained by their side. Citibank closing my account is actually one of the reasons why my money was so easily stolen, as the majority of my income remained in my savings account, with only around {$100.00} to {$200.00} USD remained in my checking account for casual spending, but Citi, who has of recent lifted the moratorium for funds transfers ( only 6 intrabank transfers per year ), caused all of my money to sit in my checking account, and therefore allowing merchants to have free reign on my savings. 
As a result of being demoralized by the process, I have undertaken psychiatric therapy, and have moved from my home as my life was being threatened by the criminal. I decided to visit Citibanks social media platforms and openly complain about their services, and this was the only time after 2 months, that I was reached out to. 

I spoke to a representative named XXXX, and she guided me through the appeal process, of which costed me an additional {$50.00} USD to print documents, manually ship, transportation, etc. I had done it once, to which I was mailed back several documents asking for additional information or we dont understand what youre asking us to do, considering that it was obvious after several months of speaking to representatives and law enforcement officers, that I simply wanted my money returned to me. 

I proceeded then to mail them out an additional packet of information, hoping that the appeal crew would receive it in some time. It showed up on XXXX the XXXX, and was told that I would be receiving a confirmation in the mail detailing the decision on the appeal by XX/XX/XXXX at the latest. I have yet to receive anything in the mail, and as I attempt to reach out to the representatives at Citibank via their twitter platform ( Easiest place to contact representatives directly ) Im being ignored, and no one has been reaching out to me I the slightest, however, I still receive their marketing emails, and whatever it is that they are trying to sell to me. Its insulting. It feels as though they are telling me that they can get away with treating people in any way they choose. It is unfair to me, and all of those who have had to suffer in order to receive what is rightfully theirs. 

It has now been seven months since the incident, and Citibank is remaining indignant in their choice to remain absent from the position I am in. Ive suffered so much and did everything in my power to get them the information that they requested, but Ive been made a fool. All I want is for the money that I had earned and saved to be returned to me as they promised. 

I have several documents of the information that I had sent to them over the course of this incident, all of which go into detail about the events that transpired. Those documents will be included in the report, as well as my bank statements showing the maximum amount of money I have spend over the course of 8 months to show consistency in my spending to Citibank ( {$700.00} USD for Mortgage to XXXX XXXX ). I hope this information is of use to you, as apparently it isnt to my bank, and the people who I sworn my trust into all of these years. 

Thank you for hearing me out, and god bless.

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