Consumer complaint received 2022-12-08
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:
On XXXX XXXX XXXX XXXX XXXX I tried using my Citibank Debit Card in XXXX, New Jersey and also in XXXX, New York to make a purchase and both times my card was declined. Thinking that it may have been a problem with the machines and with my intent to contact Citibank, I used another card for my purchase. .On XX/XX/XXXX at XXXX a text was sent to me from Citibank ( Verification unit ) informing me that my debit Card was locked due to suspicious transactions. I was asked to verify my identity XXXX XXXX XXXX  to unlock my card. On XX/XX/XXXX I received a call from Citibank at XXXX from XXXX it was a bad connection on the line so they called again from XXXX verifying whether I did a transaction for XXXXafter saying No, I immediately enquired of the customer service person whether that was the reason my card was locked and also I did not make any transactions or withdrawals so wanted to know what was going on with my account. We were on the phone for 16 minutes, after which the Customer Service Agent informed me that there was fraudulent activity on my card and transferred me to the Fraud Department. 
The XXXX Department Agent then asked me did I make a wire transfer of {$44.00} and I immediately told him NO the fraud agent then said to me, that I'm a victim of fraud and that my account is locked and instructed me to go to Citibank and to start a new account, As I work out of state it was not possible for me to go and open the account until XX/XX/XXXX at the XXXX branch I spoke with Personal Banker XXXX XXXX XXXX ID : XXXX, she asked me for my credentials, ID, SS, and debit card, and proceeded to look up my account and confirmed to me it was locked due to fraudulent activity, as the agent proceeded to look into my account she, however notified me that my funds were still there in my saving ( {$45000.00} ) and my checking ( {$3500.00} ) and then proceeded with the opening of the new account The agent then gave me a new account folder with a temporary debit card. 
When I left Citibank I was under the impression that everything was handled, as far as the fraud situation. On Sunday XX/XX/XXXX, and I'm shopping at keyfood, and try to use my temporary citibank debit card and the screen say insufficient funds. I returned to Citibank on Monday, XX/XX/ to notify the banker XXXX XXXX XXXX, and she was not there so I spoke with her colleague XXXX XXXX XXXX and asked him did he remember me from Saturday and he said yes so I proceeded to explain my situation with my new citibank temporary card that wasn't working, he then takes a look at my account and said she ( XXXX XXXX ) didnt do the transfer to my new account correctly and proceeded to complete the transfer to my new account. After completing the transfer to my new account, the Personal Banker XXXX XXXX XXXX gave me a receipt with {$530.00} in my saving account I then informed him, that the amount was incorrect. XXXX XXXX XXXX ) then say to me oh so they did get the money, I said how when I was told my account was locked since XXXX XXXX XXXX XXXX XXXX then informed me that an investigation is being done and it will take three to four weeks to complete.

After three weeks I went to the XXXX branch to get the status as I did not see my account reimbursed, I spoke to XXXX XXXX XXXX who made a phone call to someone in the fraud department, and the person then told me to go to XXXX to change my phone chip, because my phone may be compromised, and the fraud person on the phone also said to delete my citibank app off my phone and stated thats how they got to my account, I then waited to see what to do next, XXXX XXXX then gave me his card and stated there will be an investigation and I would be contacted, by phone or email, I then left citibank and went to XXXX to change my phone chip like I was instructed to do. When I contacted Citibanks Fraud Department again they told me my claim had been denied, I asked how and on what grounds and they told me Negligence. I am at a lost as to what I neglected to do to lose {$44000.00} hard earned money.

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