Consumer complaint received 2022-04-19
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XXXX USA XXXX CitiBank started once again delegating transactions from history. Contacted CitiBank and the supervisor XXXX answered line and went Inaudible. 
Fraud Department stated that is a worker at the XXXX XXXX, branch that is deleting transactions from my account, named XXXX. 
They reported her to Citibank and requested her removal from the company/Unauthorized access to account. 
XXXXXXXX XXXX USA XXXX XXXX XXXX stated that " everyone has to wait for XXXX account to update! We delete the transactions, Just wait for the Batch process ACCESS update! I stole your card yes! '' Although, Fraud Department stated that the information for 'batch Access update ' is incorrect. As per Fraud Department, " transactions should not be deleted for an update, workers at CITIBANK are removing transactions to the account, thus most customers have to call repeatedly -- -we received all your complaints to consumer finance -- -what is being done is illegal, we informed CEO at CITIBANK. '' Fraud Department Requested that CEO remove all workers and XXXX that are participating in this XXXX ' overhaul of banks -- -but he/she/CEO failed to do so. 
XXXX XXXX XXXX XXXX XXXX USA XXXX Contacting CitiBank for erased transactions on my account.

Automated stated " Dont you know we USE you! We USE your account -- -- It's XXXX AGAIN! '' XXXX -- - access to to CitiBank account! 
XXXX XXXX picked up the line calling herself XXXX! 
Refund from Home Depot was also erased from transaction history. 

XXXXXXXX XXXX USA XXXX Contacting CitiBank for erased transactions on my account. 
Automated stated " Dont you know we USE you! We USE your account -- -- It's XXXX AGAIN! '' XXXX -- - access to to CitiBank account! 
XXXX XXXX picked up the line calling herself XXXX! 
Refund from Home Depot was also erased from transaction history. 
XXXX XXXX USA XXXX Representative stated with XXXX under tone to voice " they caught the original XXXX XXXX, she was helping us! We put her voice in all our calls instead of ours. 
Had to contact CitiBank again -- -reprsentative disregard automated information entered and just proceed to request card numbers and pins to access account information -- XXXXCitibank stated that once information is entered at automated no other information should be requested. 
XXXX XXXX ' is a code word used by XXXX members and is timed during the day -- -thus everyone hears it and they can move into territory -- -its uttered with the voice of XXXX member XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX could be heard chuckling while the representative ( b ) XXXX answered the call as a supervisor for CitiBank XXXX 
XXXX did not HAVE access to the screen online information after social security information was entered. 
XXXX XXXX answered the call using an XXXX under tone to voice. XXXX did not have access to account, transfered the call as she pretended to use a computer. 
XXXX stated that have to check DNA for all the CitiBank imposters they caught! 
XXXX XXXX  XXXX picked up the line and continue the charade requesting pins, card numbers and other account information and forwarding information entered at automated such as social security number and pin. 
XXXX Citibank worker XXXX had access to account after providing social security number and pin to automated. XXXX asked if my transactions were disputed : I XXXX XXXXXXXX XXXX XXXX. answered NO, they are everyday transactions!. 
XXXX stated " let me review your account! '' And call was dropped! 
XXXXXXXX XXXX Worker in background " XXXX you do not need the account number and card number once the customer gives automated their social security number. XXXX because of you they are going to close CitiBank! '' XXXXXXXX XXXX Client Relations XXXX XXXXXXXX continue stating " I want the card number to access the account ... .transfer the call... it's going to be the same... it's going to be the SAME! '' XXXX XXXX XXXX

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