Consumer complaint received 2022-01-20
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was contacted by the Citibank Fraud Department on my cellphone, the morning of Thursday XXXX XXXX while I was at work. I was informed that there had been fraud on my bank account and that several transactions were flagged and declined due to the fact that they were out of state transactions. The Citibank Representative gave me his name of XXXX XXXX, employee # XXXX. While on the phone with him, I looked up the phone number that he was calling from which was the same number listed for Citibank online. He texted me a code for verification, which also came through from a legitimate Citibank online texting number. This Citibank Representative proceeded to give me details of two transactions that were flagged as fraud, a {$200.00} transaction at XXXX in XXXX Texas and an {$80.00} transaction at XXXX in XXXX Texas. He needed to confirm if those were authorized transactions and if we were traveling out of state, I confirmed that they were not authorized and that we were not out of State. I did not provide ANY personal information to this employee, HE proceeded to read off my personal information for me to verify including my home address, joint bank account holder information as well as a list of other recent transactions that were processed recently on the account to confirm that those were authorized. He then went through the process of cancelling my bank card stating that the fraud transactions appeared to be using my debit card number, and not the actual account number. He told me that there was also a XXXX XXXX listed having my online banking information within a mobile wallet, therefore advised me to change my online banking information after we got off the phone. He proceeded with processing the fraud, at which point he noticed an outgoing XXXX transaction to a XXXX XXXX from my account in the amount of {$2500.00} and asked if that was authorized, I told him absolutely not I dont use XXXX and dont know a XXXX XXXX XXXX He then walked me through the process of reversing this outgoing transaction on my account. He instructed me to log into my online banking app and walked me though the process of finding the XXXX feature within the app. He had me enter in my email associated with my bank account XXXX, and enter the code of REFUND XXXX ( which is the last 4 digits of my bank account information ) along with my first and last name. He instructed me to enter the dollar amount of the pending fraud transaction of {$2500.00} and submit. He proceeded with verifying that with that he was able to reverse the outgoing XXXX transaction and discussed the importance of not using outside credit card readers at gas stations due to the risk of skimmers being on the pumps, he explained that they are finding a lot of this type of fraud happens from gas station readers. He gave me a confirmation number of our call XXXX and instructed me to watch my account and call back immediately if I noticed anything abnormal. 
After hanging up with the Citibank representative I proceeded to change the password for my online banking, logged into the app and noticed that my account was less {$2500.00}. I looked at the transactions and saw an outgoing XXXX transaction posted for {$2500.00} to a XXXX XXXX with the notes REFUND XXXX. I immediately hit redial on the number that had called me to question the transaction and find out why it had subtracted money from my account as well as added someone elses name. I explained to the new representative the situation and that I had just been contacted regarding the fraud on my account, provided the prior call reference number and representatives name. At this point I was told that there was no flag on my account for fraud and that they had no record of the call or reference number that I provided. 
I was then told that I needed to be transferred to the fraud department to file a dispute. I waited on hold for over an hour, while at work, to attempt to get through to the Fraud Department. While waiting on hold, I logged onto Citibank online and utilized the chat feature to attempt to get ahold of someone via chat while I continued to wait. I was connected to a representative by the name of XXXX. I proceeded to explain what was going on as best as I could being that I was still very confused, shocked and upset with all that had just transpired. XXXX informed me that he would open a dispute, while I continued to wait on hold. He asked a few very simple questions, and submitted the dispute advising me that it could take up to 90 days for a resolution on the dispute. I was then able to get through to a representative by the name of XXXX on the phone after waiting on hold for over an hour. I explained that I had just opened a dispute online while I was on hold waiting to speak with her, she confirmed she saw that the dispute was filed and that I needed to allow it to process and that she was unable to add any further information to it. She did advise me to put a Block on all of my accounts due to the fraud, although the online representative XXXX had instructed me that was not a necessary step to take. XXXX proceeded to block all of my accounts and instructed me to go into the branch to open up new accounts, she gave me a call reference # xxxxxxxx. 
Citibank has proceeded to close all of the local banking branches near me, therefore forcing me to take further time off of work the following day to drive to the XXXX branch which is nearly XXXX minutes away. 
I went to the XXXX Citibank branch the following day to open a new account, and further resolve the Fraud that occurred with a Citibank Representative. The Citibank employees at the branch proceeded to help open a new checking and savings account in my name only due the fact that my husband was not present and was at work, however were unable to transfer my funds due the current block on the accounts. The employees at the branch proceeded to wait on hold for over 2 hours in on their direct line, I sat and waited helplessly, while being transferred between multiple employees and desks, which 3 of whom had their phones on speaker on hold attempting to reach the fraud department to discuss my account in order to transfer the funds. After being at the branch for nearly 3 hours, they were able to get thorough to transfer the funds. I was given a temporary card for my new account and left the branch. 
Over the next several days, I was forced to continue to call and wait on hold to speak with a representative in the fraud department due the fact that my temporary card had been linked in error to the old blocked account rather than the new account created. The branch was closed over the weekend, and I was without access to any of money for 3 additional days. Each time I was forced to call and wait on hold, I spoke with a Citibank representative and was given vastly different information regarding the status of my accounts, being blocked or unblocked, being accessible or not as well as the status of my Fraud dispute. I was assured over and over again that it would be resolved, not to worry and that I would get my money back as soon as possible. 
The extreme lack of customer service for me as a customer as well as your own staff internally, the complete disconnection between your internal departments and overall horrible management of a very serious data leak with an internal Citibank representative resulting in theft is appalling. I quickly determined that I could no longer entrust my money with you, and returned to the bank, XXXX minutes away yet again to withdraw all of my funds. I was informed by the bank teller, who was the only helpful person I encountered throughout this entire ordeal that I should leave the account open so that once the dispute is resolved the funds can go back into that account, at which point I could withdraw it and close out the account entirely. 
I have patiently waited for a response, after frankly not wanting to waste any more of my time and energy on this traumatic experience. Today I received a generic letter in the mail stating that after reviewing your internal records, you have concluded that there are elements within the claim that lack credibility therefore you are unable to honor it and unable to refund my stolen money. 
This is completely unacceptable and I will continue to pursue getting back the money that was stolen from my account by a Citibank Fraud Department representative on XX/XX/2021. I have provided the credible documentation that you refused to take in the first place, including and not limited to my notes documenting the fraud, printouts, my phone records, police report etc. 
I have filed 3 appeals now that have been denied and contacted several Citibank CEO 's via email. I was informed last night via email that the CEO acknowledges it was fraud, however they are not responsible for it and can not help me.

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