Consumer complaint received 2022-10-27
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:
At XXXX XXXX  on XX/XX/22, Citibank sent me messages to ask if I authorized 2 transactions with the total of {$100000.00} that happened earlier of XX/XX/22. At XXXX XXXX  on XX/XX/22, I saw these messages and relied back " 2 '' ( It meant that I didn't authorize for these transactions ). Then, I received a message that ask me to call number XXXX to report the fraud ( it is the direct line of Citibank 's Fraud Serving Unit ). I called the provided number to report about the fraud. I was panic during dates after I discovered about the incident, and English was my second language. I confused about the questions and answered things that were unrelated to Citibank 's account during the first interview with Citibanks investigator. I contacted Citibank many times to explain about the confusion, and I am willing to cooperate and provide supports for my statement if Citibank requests. However, Citibank 's investigator didnt talk to me or ask me for any supports. On XX/XX/22, I submitted following documents to Citibank : ( 1 ) the restatement that I didnt provide my information to anyone, didnt click on any scam links, and didnt let any third party to access my computers ; ( 2 ) the police report ; ( 3 ) the screenshot of Citibank 's message alerts about the fraud transactions and ( 4 ) the screenshot that I notified Citibank that I didn't make these transactions from my phone ; ( 5 ) the screenshot of my offer on XXXX XXXX XXXX that created the XXXX XXXX  notification email and made me think that the XXXX XXXX  email was a scam ( But it actually a valid email from XXXX ) ; ( 6 ) May XXXX XXXXs bill to show that I didn't have any scam calls.

Please note that this Citibank account was barely used for many years. There are only couple transactions per month, and most of them are recurrent transactions. I mainly used it as the saving account. I have a bank account with XXXX  to use for my daily basic and access to this account more frequently. But until now, the XXXX account still has no fraud transactions although I used the same computers to access for both bank accounts. Moreover, the incident is abnormal in amount ( it wiped out my account from more than {$100000.00} to {$200.00} ) and in type ( it was wire-outs transaction to personal account, not organizations ), but Citibank didn't give me any chances to prevent it from happen. Citibank sent me the alert, and I already responded that I didn't make these transactions. But money was still wired out.

I trusted Citibank and gave my money to Citibank. Then, Citibank gave my money to someone who I dont know without giving me any chances to prevent the fraud transactions. The bank had the protocol that an alert sent to me, but they didnt wait for my response. After the incident, the bank refused sharing with me that ( 1 ) how the bank thought I provided my information to someone, ( 2 ) why the transactions were completed when I already notified the bank that I didnt make these transactions, ( 3 ) if the bank investigated on the party who received money. Citibank didn't show any protections to its customers

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