Consumer complaint received 2023-02-15
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To Whom It May Concern : I was contacted by a Citibank representative named " XXXX XXXX claiming to be from the fraud department on XX/XX/2023 at XXXX. The caller ID came from the Citibank phone # : XXXX. XXXX requested that I verify my personal information including my full name, demographics, address, and social security number. He also verified recent transactions made on my checking account to verify that they were " valid transactions. '' XXXX informed me that there was an attempt to make a large purchase of about {$500.00} in XXXX Georgia, and Citibank was working on blocking the purchase. XXXX stated that he needed to help me secure my account. 

I was sent a number of " Citi ID Codes '' that I had to repeat back to the " representative, '' " XXXX. '' On XX/XX/2023, between the hours of XXXX, there were 13 " Citi ID Codes '' texted to me, that I had to repeat back to XXXX. The following XXXX amounts were sent to an individual named " XXXX XXXX '' between the hours of XXXX : {$2100.00} {$2400.00} {$380.00} I asked XXXX what these were, and he told me they were sample transactions to make sure that my large transaction alerts were turned on properly. 

XXXX then prompted me to change my password and log onto my Citibank account with a temporary password he created. He also had me change my pin. He had me open a Citi Priority account explaining this would add extra security to prevent future fraud. He then tried to have me log back onto my Citibank account and I was unable to. He told me that due to the attempted fraud transactions they were investigating, Citibank was having issues handling my account and it needed maintenance. He requested I call him back at XXXX XXXX  on XX/XX/2023. 

In the interim, I was able to log into my Citibank mobile app using a security pin, and looked at my account. There was about {$9000.00} in my checking account, that I did not have before. Both my saving accounts were wiped with an amount of {$0.00}. My Citibank account had changed to a " Citibank Priority Account. '' I had a personal loan approved and existing in the account in the amount of {$0.00}. 

" XXXX '' provided me with his " direct phone # '' : XXXX. I called XXXX back at XXXX XXXX  on XX/XX/2023. He sent me one more " Citi ID Code '' on XX/XX/2023 at XXXX. I then got a text message alert that a XXXX payment in the amount of {$2400.00} was sent to " XXXX XXXX. '' I again questioned this, along with the changes I saw when I logged onto my Citibank mobile app. XXXX explained again that the XXXX was a sample transaction to test my high amount alert system with Citibank. He explained the changes in what I saw in the Citibank mobile app were due to ongoing investigation and asked that I refrain from logging into the app. 

XXXX told me that there was still issue securing my Citibank account, and that we needed to resume the call the following day on XX/XX/2023. He again provided me with his direct phone #, XXXX and said he would call me at XXXX on XX/XX/2023. 

I had an unusual feeling that something was wrong at this point and decided to call Citibank Customer Service myself, directly at XXXX. A representative verified my information with my name, DOB, and the last 4 digits of my Citibank account number, and the last 4 digits of a credit card I have open with my Citibank account. He did not ask for any other identifying information like XXXX did. 

I told the customer service rep to look into my recent transactions of the XXXX payments, and he asked me for verbal confirmation if these were authorized. I verbally stated that they were not. I asked the Citibank rep if these were " sample transactions, '' and he stated that they are not. The Citibank rep then secured/temporarily blocked my bank account. He instructed me to visit my nearby Citibank branch and open a new account with Citi. Once I do this, I will call back Citibank Customer Service at XXXX for them to transfer the money from the compromised account to the new account. I asked the Citibank customer service rep to verify the remaining balance in my Citibank account. He stated that the remaining balance is {$6900.00}. Prior to this incident, I only had about {$2000.00} in my savings account and about {$1100.00} in my checking account. I asked the Citibank Rep where the {$6900.00} came from. He instructed me to report this to https : //consumer.ftc.gov and the Consumer Financial Protection Bureau 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 monetary relief