Consumer complaint received 2022-05-02
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
My name is XXXX XXXX. I am writing regarding my Citibank claim number XXXX. I have had my checking account number XXXX and savings account number XXXX at Citibank for over 18 years and have always been responsible in the way I manage my accounts. For as long as I can remember, I used the Citibank XXXX Ap on my phone as a way to conduct business with the bank. On XX/XX/XXXX, while at work, I noticed that the screen on my phone turned black and then my phone went dead. Later that evening I tried to see what was wrong with the phone when I noticed that the Citi XXXX Ap said my accounts had just a few dollars in them ( which was not possible because I had almost {$18000.00} in the savings account for over 2 years ). Upon further investigation, I learned that {$17000.00} was transferred from my savings account to my checking account and then wired to a person named XXXX XXXX at XXXX XXXXXXXX XXXX  XXXX to an account ending XXXX. Since I am the only person on the account, I did not send the wire and I do not know anyone by the name of XXXX XXXX I realized my phone had been hacked and someone stole my life savings. 
I immediately called Citibank and told them what had happened and asked them to please stop the wire transfer as it was not authorized by me. They stated that I need not worry and that the money would be back in my account within 5 days. After several weeks of not hearing anything or receiving the money, I called Citibank again and they said they could not do anything further until I filled out an unauthorized wire transfer form. I ran to the bank that day ( XX/XX/XXXX ) and completed the form ( attached ). I was then told that I could expect the money to be back in my account within 60 days. 
After waiting 3 months, I received the attached letter dated XX/XX/XXXX stating that Citibank would not be returning my stolen money because I did not take adequate steps to safeguard my account. I have had these FDIC insured accounts for almost 20 years and nothing like this has ever happened before, I did not lose the phone as it was always in my possession and the Mobile Ap/Accounts that were hacked are managed by Citibank so how can they say I was the one who did not safeguard the account? I feel that I am a victim that is being treated like a criminal. I am a hard-working, honest, single woman with a son that happens to be a minority. I have been unjustly put in a situation by Citibank where I have had to borrow money from family in order to pay my bills and feed my son. I work very hard for my money and sincerely would never do anything to jeopardize my account. Loss of this money has really put me in a horrible financial bind and I did nothing wrong to deserve this treatment from Citibank. As a result, I respectfully ask that you please intervene on my behalf and work with Citibank to return the {$17000.00} that was stolen from my FDIC insured savings account.

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 non-monetary relief