Consumer complaint received 2022-11-02
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On or about XX/XX/2022 I received a letter in the mail informing me that Citibank was resolving a fraud claim in my favor that was initiated on XX/XX/2022 regarding several fraudulent activities on my checking accounts whereby an unauthorized person contacted Citibank and obtained identifying information and was able to access my online account. The unauthorized user was able, through the assistance of the person at Citibank to open two fraudulent accounts and transfer ALL of my funds from my two accounts ( that were held by me ) and then transfer all of my funds into their accounts with a different banking institution, Citibank stated that they resolved this claim favorably and returned some of the funds that were determined to be stolen through the actions stated herein. 

On XX/XX/2022 I looked at my online bank account and all of the previously returned funds were drained from my two non-fraudulent accounts and those funds were put into the two accounts that were previously determined BY CITIBANK to be fraudulently opened ( which is why they returned the funds in the first place ). I called and was told nothing about the matter, was told I would get a call back. Did not get a call back. On XX/XX/2022 I went to the branch on XXXX XXXXXXXX XXXX XXXXXXXX XXXX and spoke with XXXX XXXX, and for three hours I sat at his desk on his landline talking to various people at Citibank about the fact that my funds were taken from me IN ERROR by the bank. I was told that in fact, the fraudulent accounts should have been closed at the time that it was determined that they were fraudulent, when my funds were returned to me. I was told that this was the banks error, and that they would need to open a NEW investigation to determine a new outcome that could take up to 45 days. It was clear at the time to everyone I spoke with that CITIBANK had made an error in removing the funds from my legitimate accounts to put into the fraudulent accounts as three separate 'OD ' transfers. OD stands for Overdraft. These overdraft amounts that were taken to cover the amounts STOLEN through the fraudulent accounts. On XX/XX/2022 I spoke again to XXXX XXXX at the XXXX XXXX branch location and he told me that there were three investigations in the " disputes department '' and all three were still pending, and he stated that he spoke with the " fraud department '' and there was no new information for me regarding my lost funds. I have not received a single phone call from Citibank nor any correspondence since XX/XX/2022 regarding the removal of my funds. I have received a number of emails informing me that I have a XXXX balance and a negative balance on the two non-fraudulent accounts respectively as a result of the OD transactions that occurred on XX/XX/2022. I have spent countless hours dealing with the first phase of this situation- that was documented to have been resolved in my favor via phone and in person at the branch resulting in many lost hours of work. Every time I call it takes at least 45 minutes to speak to a person who has any information regarding my account and I am transferred at least three times. I have been hung up on, I have been disconnected, I have waited on hold for up to 2 hours at a time. When I go to the branch I sit at a desk and the same issues occur while on the bank land line and I am still the person doing all of the work to try to obtain information regarding my lost funds. I have all documented transactions and balances and documentation to PROVE all of what I am stating here.

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