Consumer complaint received 2022-11-02
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XXXX XXXX, I received a text message from what I thought was my bank, Citibank, saying : [ CITI-ALERT ] : We blocked your debit due to unusual activity. Verify now to gain access XXXX XXXX XXXX The # used for the text is ( XXXX ) XXXX XXXX ( a Florida # ) I believed it was legit because Citibank has centers all over the US. 
I logged in with my computer and was sent to what seemed to be a very legitimate looking Citibank site, where I was asked to enter my banking details. I became suspicious when the site asked me to enter more details on a second page and logged out. Unfortunately, it was too late and they had sufficient material to hack and empty my bank account When I logged out, I called immediately the # I have for Citibank Business Accounts and was told that, being a Sunday, I had to call the next day during business hours. 
The next day, Monday XXXX I got a text from my cell phone provider congratulating me on my new phoneI realized that something was wrong and took the appropriate steps to secure my phone #. I then checked my bank account and saw that there was a XXXX transfer of {$950.00} and a wire transfer of {$31000.00}. I called again the Citi Business Accounts # and was told that being a wire transfer, I had to call Citi Wire Specialty Services ( CWSS ). I did and got a recording that they were open only M-F XXXX XXXX XXXX XXXX XXXX ( I believe ). It was too late... 
I called at XXXX ( XXXX XXXX ) Tuesday XXXX to insure I would be first in line when they open and after a long wait ( already at XXXX! ) was finally able to talk to someone who referred me to a supervisor ( after another long wait ) who was able to hear me and take my case ( case # CIT XXXX XXXX XXXX ) The supervisor at CWSS was able to tell me that the wire transfer went to a XXXX bank account with the XXXX XXXX XXXX, to a person named XXXX XXXX XXXX XXXX # XXXX '' ( per my bank statement ) She also told me to file a complaint with OC3 and my local law enforcement and to call her back with the case # XXXX. 
OC3 does not give a # but I have the transcript and the XXXX County Sheriff Dept. case ID # is XXXX XXXX, signed by officer XXXX XXXX badge # XXXX. 
I had the hardest time calling back CWSS to give the report #. It took 5 calls, each one with at least a XXXX wait and a couple disconnections before I could talk to a human being that took the reports # at XXXX. They were getting ready to close and no action occurred consequently. Meanwhile the scammers, who knew about the time zone differences and the sclerosed banking procedures, had plenty of time to go withdraw the money Having been told that the inquiry into this could take 60 to 90 days, I had no choice but to wait patiently past 60 days to start inquiring about this issue. 
Meanwhile, having called XXXX, I saw a quick and favorable action from the service. They sent me a letter dated XX/XX/XXXX, acknowledging the complaint and I was refunded the {$950.00} on XX/XX/XXXX. 
I have never received any correspondence from CWSS or any other service regarding the fraudulent wire.

Every phone calls I had to do resulted with hours of wait time, disconnections after being transferred or me hanging up by frustration and fatigue. I have all my calls documented in my call log to prove this. 
At this stage, I feel like I have been let down by Citibank.The bank failed to provide sufficient security to prevent this fraud. I can not believe that such a large global bank like Citibank does not have a XXXX fraud call center, able to intervene quickly... 
I have been a customer for over 20 years and have NEVER transferred money by wire, even onceSuddenly, a wire emptying my account did not raise a flag? Nobody thought about double checking the validity of this transaction? And after this happens, nobody has contacted me to inform me of the status of this case? I have to endure sickening wait time to try to find out and end nowhere? 
At this point, I feel like I have no choice but to go outside the bank to whatever regulatory government agency is out there to get helpThe bank has denied my claim for reimbursement, based on the fact that I provided my information voluntarily... 
Thank you! 
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