Consumer complaint received 2022-02-25
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:
My checking, savings and checking+ accounts have been hacked via fraudulent wire transfer to the amount of {$72000.00} as detailed below. As of today, I have only received {$2500.00} back, which is the amount that was stolen through my XXXX account. I have still not received back the rest of the amount- {$69000.00} - that was stolen from me. Please see attached below for a screenshot of the scam text message I received. 

I'm putting on record the sequence of events as detailed below : XXXX XX/XX/2021 I made a legitimate wire transfer for {$2500.00} USD to my family in XXXX through my local Citibank branch . The branch manager, who is new to the branch, helped me with the process. This was the only wire transfer I made. 
XXXX XX/XX/2021, I received a text from Citibank asking if the funds were received with a link to confirm, so I clicked on the link. After I clicked on it, I realized that the funds had already been received by my family so I became suspicious ; and my husband advised me to go to my Citibank branch to inquire about it. 
XXXX XX/XX/2021 around XXXX PM, I went to my local Citibank XXXX and informed the teller about the text message I had received, conveyed my suspicions that there was something wrong with it, and requested that the teller check to make sure that my accounts were safe. The teller looked up my accounts and said " all looks ok ''. Concurrently, the branch manager walked over and asked me, " did the wire transfer go through? '' I replied, yes and mentioned my concern about the text message I had received the previous day. I conveyed to him that after clicking on link in the text message that I became suspicious about its nature - and that is why I was there that day to inquire with Citibank in person about it. He asked if I had provided any information when I clicked the text message, and I conveyed to him that I did not - and that I had only clicked it and then stopped to check in with Citibank about it. He then asked me to see the text message - after seeing it, he replied that it was a scam. I asked him if I should block my debit card, and he said, " NO, that is not needed. Your accounts look safe. '' - I asked the branch manager another question about my accounts. He asked me to step over to an ATM where he would help me. When I tried to log into the ATM using my debit card it wouldn't allow me to access my accounts. I told him that the ATM is not allowing me to access my accounts. He said " oh okay '' and appeared too busy to help me. At that point, I trusted that him and the teller were telling me the truth that my accounts were safe so I just assumed the ATM had a system error and I went home. If the branch manager had advised me correctly when I asked him if my accounts were safe and whether I should I block my card. I would have immediately taken action and this entire situation could have been prevented. As a consumer and client of Citibank, I did my part in going to my local Citibank branch as soon as I had a suspicion about the text message. It was the branch manager 's responsibility to advise me correctly from there. I relied completely on his decision. If he had blocked my card and all my accounts then and there, I would not have to face this horrible situation. 
-Additionally, while at the bank, my phone completely stopped working- which I thought at that time was due to a network error. I'd never experienced anything like this, so I had no context or precedent by which to understand what was going on. I had told the branch manager that my phone was not allowing outbound calls, and again he failed to flag that this could be fraudulent and/or related to the text message I had received. 
-While I was present at the bank on XX/XX/2021, the fraudulent activity started, which I came to know after the fact when I reviewed my bank statements. The three wire transfers made through online banking on XX/XX/2021 are fraudulent. 
XXXX XX/XX/2021 ( bank was closed on XX/XX/2021 ), I provided all of the details of these transactions to a woman in the fraud department of my local Citibank branch . The branch manager was present at this time and called the Citibank fraud department in front of me in the premises and connected me to them. Then, we went over all the fraudulent transactions with the Citibank fraud department.

-Citibank fraud department has since provided me the names of the scammers and the beneficiary banks that they used. Even with all of this information, Citibank has yet to return me my stolen funds. 
-At this time, I have lodged a police complaint and taken on legal representation. 

In summary, I was completely failed by my local Citibank branch every step of the way in what could have been a preventable situation. Please look into this egregious matter in a timely fashion, and please let me know if I can be helpful with any additional context, screenshots, or other. 

Kind regards, XXXX XXXX

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