Consumer complaint received 2021-03-01
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 sold a couch to XXXX in XXXX for {$350.00}. He told me his company promoted him and he was moving to XXXX. He sent me a a company check ( XXXX XXXX XXXX is the company ) via email for {$1500.00} and asked me to XXXX XXXX {$1100.00} to his movers so they could pick up the couch from me, which I did AFTER the check cleared with my bank, Citibank. A few days later, he sent me a 2nd check for {$1800.00} and asked me to XXXX XXXX {$1700.00} to his movers for additional moving costs, and keep {$75.00} for my inconvenience -- which I did AFTER the check cleared. A few days later, he sent me a third check for {$4500.00} which he claimed was his remaining moving bonus, and asked me to XXXX transfer {$4100.00} to him and keep {$400.00} for all my troubles. I waited for all 3 checks to clear and the funds to be made available in my checking account before making the XXXX transfers, and was assured by my bank ( I called Citibank 3 times ) that the checks were 100 % good to go/spend. A week later, the {$4500.00} was void, followed by the {$1800.00} one. Now, I have lost a total {$7000.00} of my own money via these XXXX transfers and my bank does not claim any responsibility. 
On XX/XX/XXXX, I called Citibank a total of 3 times -- spoke to 2 different customer representatives AND a fraud specialist, and all 3 people assured me that the 3 checks I received were good to go and that they would not bounce at a later date. On XX/XX/XXXX, I physically went into my neighborhood Citibank branch ( XXXX XXXX ), told her the situation, and she assured me that Citibank is good at detecting fraudulent checks in a max time of 5 business days. It had already been 5 days since I deposited my checks, so I was assured that the checks were solid yet again, and she said worst case scenario if the checks do bounce, Citibank would take care of me. On XX/XX/XXXX, the exact scenario that all 4 Citibank reps assured me wouldn't occur happened -- the {$4500.00} was made void, and my account was overdrawn. Days later, the {$1800.00} was void. I filed a dispute with Citibank, which was soon denied because they claimed that I " authorized the XXXX transfers '' -- completely missing the point that the transfer were in fact NOT authorized by me. They refused to investigate the misinformation that was provided to me by Citibank on 4 occasions, and refused to take any action to assist a long-time ( 15 year ) XXXX customer. I even escalated my dispute to Citibank 's " Executive Response '' unit, who also denied my claim on the basis that I am responsible for deposits made to my account. I feel completely robbed, as Citibank will not take any responsibility for misinformed and misleading reps, leading me into a scam in which I've lost more that {$7000.00}. I am seeking any help/reimbursement I can get in this situation.

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