Consumer complaint received 2022-09-27
Company: CITIBANK, N.A.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I was a victim of a fraudulent wire transfer of {$15000.00} from my checking account I called to report the fraudulent transaction before the transfer was completed! 
Even after the long waiting time, the first representative confirmed the full balance of {$15000.00} in my account- the transfer was not completed yet! 
I was begging for help, but the representatives put me on hold twice not able to block the account! The Citi Bank representatives wasted more than 30 m the waiting time, in the identification process a second time after I was already fully identified! 
The transfer was done in the presence of the second representative talking to me, identifying me for the second time, and not accting to prevent the transfer! 
The two representatives did not coordinate their actions and Citi B Fraud Prevention Dep. doesn't take the appropriate measures to prevent fraud! I called numerous times to talk to Citi Bank representatives from the Fraud Prevention department, asking to speak with the agent Investigating the case about the fact that I called Citi Bank before the transfer was completed. 
On three occasions trying to reach out to the representative from Fraud Protection Department, I was told that an agent will contact me in the next 24 to 48 hours, but I haven't been contacted to this moment. 
The decision of the Fraud Protection Department to deny my claim is based on the conclusion that " I did not safeguard my account and this directly contributed to allowing the transaction ''. In the investigation, they completely avoided and exclude the fact that Citi Bank representatives failed upon my request to block my account! 
If the representatives have adequate instructions on how to act and what to do in situations with urgent requests to block the account in case of criminal activities this transfer would be prevented! - This will be an adequate action for Fraud Prevention! 
After 28 years of banking with Citi Bank, now when I am unemployed, on SS of {$1000.00} per month, ( {$10000.00} total after Medicare payment ), and I have in my Citi Bank account {$15000.00} savings to help me survive, Citi Bank did not assist me to prevent the fraudulent activity, or neither investigated with the Beneficiary bank where my money is! 
Every transfer has a trace- Citi Bank has the Beneficiary bank information and the Beneficiary account, but no one of the two banks cares to create a system of fast communication in order to prevent the hackers from successfully moving and styling the funds!

Two regulated XXXX XXXX took 4 days to electronically communicate information regarding criminal activity and non of them was able to block my account before the transfer, or the beneficiary account after the transfer was reported by me to the beneficiary Bank on the day when was done! 
We are left on our own to " safeguard '' our online accounts, and the Bank just can deny any responsibility for any kind of fraudulent activities from the online accounts, allowing Scammers and Hackers to succeed in their fraudulent criminal activities without any effort to protect or recover the funds! 
I did not receive help! All that I heard were the answerers - " We can not! We have to wait for Citi Bank, or We have to wait for the Beneficiary bank '' ... Took days for them to communicate electronically, and took minutes to send my money somewhere and made the funds immediately available for stealing? 
Nothing was done in a timely manner to prevent crime and scammers and hackers are aware of the inefficient actions and communications between the Banking institutions! 
I am XXXX XXXX XXXX and this incident and how Citi Bank handled the case are causing me a terrible feeling of vulnerability, helplessness, and inability to operate in simple daily tasks! 
Thank you for your time in reviewing my claim and please let me know if you need anything else. 
Sincerely, 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