Consumer complaint received 2021-08-11
Company: CITIBANK, N.A.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2021 I was a victim of a scam on my CITIBANK checking and savings accounts. Someone made unauthorized wire transfers from my checking and savings accounts. I got alerts from the CITIBANK of a new payee being added and wire transfers being sent to the individual. 

On XX/XX/2021 I attempted to call the number on the Citibank email alert immediately after getting the notice and no one ever answered my call. ( See call logs on attachments and email from Citi wanting my feedback from call ) I also responded to the email alerts that I didn't authorize a new payee or authorize the transfers. I was bounced around from one department to another and nothing was done. Finally one department took the call and placed a hold on my accounts to prevent any other transfers. They also said I should open new accounts. I was transferred to the new accounts department and that was it. A new savings and checking account were opened that day as a result of the call about fraud. ( XX/XX/2021 ) When I called back for an update I found out they hadn't even opened a ticket to start recovery or research. The Wire department didn't begin any actions until well into XXXX. This was all due to my calling in for an update. ( Email from Citibank showing I called in attachments ) Unauthorized Wire Transfer taken out of my account on XX/XX/2021 Checking Account {$320.00}, Savings {$700.00} and Savings {$360.00}. 

During this time they received 3 deposits ( Payroll and IRS ) and held the money even though the sources were from valid sources. 
Deposit dates : XX/XX/2021 XXXX Payroll {$100.00}, XX/XX/2021 {$100.00} XXXX, Payroll XX/XX/2021 {$250.00} IRS. 

XX/XX/2021. Today when I called I was told that there is nothing that can be done and that I need to start legal actions against the person who stole the money. They have not sent any letters advising case status or resolution. They have the name of the person who stole the money and had it transferred to his account but will not provide it to me start any legal actions. 

The only thing that was sent to me was {$100.00} that was transferred from the locked account and used to open a new checking account. They closed the account saying they needed additional information from me. 

It's now XX/XX/2021 almost 3 months later and nothing has been done or refunds made to me for the stolen money or the deposits. 

I have added proof of my calls on XX/XX/2021 to show that I called immediately to start my claim of fraud and to start the investigation. The bank delayed the research and recovery efforts by never even opening the case until XXXX. I shouldn't have to be penalized because of their lack of urgency or delayed response. 

I have been cursed out by employees from entry level all the way to management within the WIRE TRANSFER department. Placed on long holds and even hung up on after placed on hold. I have had this account for years so I am a long term customer.

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