Consumer complaint received 2021-12-06
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have set up a personal account with Citibank for more than 20 years Todays matter was communicated with the bank for eight days without results. In this unbearable and very frustrating situation, I think I must take self-protection measures. Details are as follows -- 1 ) At about XXXX pm on XX/XX/2021, I used my mobile phone ( XXXX ) to call my friends in California, and the screen displayed " This mobile phone is not registered to the network, emergency calls only ''. It lasted for nearly 10 minutes, around about XXXX, the phone ban was lifted againI can use the phone again ; because I remembered a lot of legendary phone tapping incidents, and I have the Citibank app to download my personal bank account here On the mobile phone, I also need to check the status of the bank 's arrival. At that time, it was close to the end of work time. I was not very busy at work, so I logged into my personal account at the office to check and found that there was an unauthorized transfer service on the account-it was obvious that someone hacked the banking system and displayed the amount of {$17000.00}, and the time displayed XXXX XXXX. Program pending... 
So I immediately called Citibank 's customer service number XXXX, and then the customer service was transferred to the bank 's wire transfer department. From around XXXX pm to around XXXX pm, I called the bank customer service countless times. Fortunately, three calls are connected ( we all know that bank calls are difficult to make, and the waiting time is long ). The last lady who answered the phone told me that the affirmative answer was - first of all, the {$17000.00} remittance service has been cancelled. The money will be returned to my account in a short time ; second, at my request, my account has been deducted, all funds can only be in, not out ; 3. my bank card is also cancelled, and, The new bank card is already being made, and you can receive it in a few days ; fourth, if you need to log in to online banking again or close your account, you must do it after receiving the new bank card ; this customer service lady really Very responsible. Before hanging up, she told me the direct dial number XXXX of the remittance center so that I can contact them directly next time I need it... 

***Because of this incident, I spent a total of two hours on the phone. I returned home on the night of XX/XX/2021, and did not fall asleep until XXXX in the morning. As a result, my XXXX XXXX increased, which brought a lot of trouble to my health and daily life! 

2 ) XXXX -- After a night of mental torture, I went to Citibanks branch at XXXX XXXX XXXX in XXXX in the morning, and with the help of the bank staff XXXX XXXX XXXX I confirmed it again and again through her phone- this item is XXXX The US dollar remittance service has been cancelled. The money will be returned to my account in a few hours, and we agreed that I will go to the bank again at XXXX to close the bank account and reopen a new bank account ; at about XXXX, I will go again. I went to a Citibank branch. After checking, the money has not been returned to my account, so I cant do the business I need, but XXXX XXXX has repeatedly checked the banks computer and told me that all of them are still held. Therefore, this account can only be used. Please don't worry about the state of depositing money and not being able to pay out, and I will go to her for related business after I receive the new bank card! 

***That is to say : from XXXX about XXXX, I will not be able to know any activity of my account until I receive a new bank card. At the same time, it took three hours to go to the branch twice ; 3 ) XXXX-I got a new bank card when I went home from get off work in the evening, because I received a positive response from the phone call and branch staff on the XXXX, and considering that I should go directly to the bank to solve all the troubles, I did not Use your new bank card to log in to online banking at home. 

4 ) XXXX -- I took my new bank card to the Citibank branch at XXXX XXXX XXXX in XXXX in the morning, and was received by the manager of the branch, XXXX XXXX XXXX As a result, the result of his inquiry was that the remittance of {$16000.00} was sent from me. It was remitted from my account instead of XXXX XXXX, the {$17000.00} I found in the online bank?! The money was remitted to XXXX BANK, and the payee was XXXX XXXX, and then signed AFFIDAVIT OF UNAUTHORIZED ONLINE WIRE TRANSFER FORM with his help during this period, he also asked me to directly talk to the bank 's headquarters staff, and the reply was that they would communicate with XXXX BANK to recover the money. If there is no recovery?! The bank will pay compensation, only need to wait two to three days ; ***Because of dealing with these problems, I spent 3 hours in the Citibank branch without any results. My spirit was greatly tortured... I couldn't fall asleep at XXXX that night 5 ) XXXX -- On Monday, because of doubts about the stolen amount, I went to the Citibank branch at XXXX XXXX XXXX in XXXX in the morning, and checked the amount on the ATM machine, and found that the stolen amount was {$16000.00} plus The remittance fee is {$25.00}, and the total amount is {$17000.00} -- that is, the amount I saw in my online bank in the afternoon of XXXX ; this time it was received by XXXX XXXX. She called and waited for the transfer, two after half an hour, no one answered. For this reason, she told me : I should be able to directly call the bank 's remittance department to check the result, and the result is the same as if she called to inquire about the result. For this, I ended. Waiting at the bank branch ; ***This has been a whole week since the incident happened, and it took 2 and a half hours to get nothing ; the mental pressure has reached the point of unbearable 6 ) XXXX -- It will be more convenient to call the customer service number XXXX of Citibank at XXXX after 20 minutes, the answer is please call the department directly at XXXX. The direct call was made at XXXX and asked whether the person who answered the call could get through to the person in charge directly. The result was that the hold for listening to music was for 40 minutes ; at XXXX, the call was dropped and the new call was made again. It was a gentleman who answered the call and told me to wait. He would help to transfer the person in charge. As a result, it took 3 hours and 35 minutes from XXXX to have a lady claiming to be the person in charge, but the reply to my question was simply more serious injury -- I asked : Why is my money still being transferred when I have notified the bank that someone has hacked into my account to remit my money, and the web page displayed pending at that time? The bank already knew this situation, so why didn't it stop it in time? 
Answer : the money had already transferred when I reported the crime ; I ask : According to our previous experience, if the remittance needs to be cancelled, it can be cancelled within one hour, I was made call just 30muniters after No answer! 

I asked : But the answer I got on the phone was affirmative-the money in my account will not be transferred, the remittance service has been cancelled, and it will be transferred back to my account soon of ; Answer : The reply on the phone at that time thought it could be recovered... 

I asked : Why did I go to the branch to check on the XXXX and the answer was that the procedure was in progress, and I should be able to transfer back to my account in a few hours? 
Answer : I dont know what the basis of the branch staffs answer is? 

I asked : Now the money has been remitted, and this is entirely due to the bank 's fault and mistakes and caused me a lot of harm. I just want to know when I can receive my money. Its Eight days have passed... 
Answer : I don't know! It will take about 10 working days or more, because the wire transfer department of Citibank is in contact with XXXX bank and has not received a reply from XXXX  bank, and I dont know how much it can recover?! 

I asked : What should I do if I can't got XXXX Bank back?! 
Answer : If received can recover everything? Then it will be transferred to your account immediately, if there is only the recovery part? Then we need to report to the customer protection department to file a case and then compensate the insufficient part ; I asked : I have notified you of this matter on XXXX. Have you filed it case to your customer protection department yet?! Can I contact your customer protection department directly? 
Answer : The customer protection department is not directly external, and because they have not reported to the record, there is no case number to querybecause, they are not file the report for this case yet

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