Consumer complaint received 2023-04-21
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I received a call from an ( XXXX ) number on XX/XX/XXXX around XXXX while on my lunch break at work. I was on the call-back queue for the DMV, so I answered the call thinking it was them, but instead it was someone claiming to be Citi Bank fraud department and they asked to speak to XXXX XXXX ( me ) to verify recent activity on my account. I denied the charges. They then needed me to confirm details to ensure I was the account holder before beginning the process of reversing the fraudulent charges to get my money back. They verified my name, billing address, account information, last 4 digits of my SSN, etc. They then told me I would receive a text with a security code and to repeat it back to them ( I believe this happened twice ). Once they confirmed I was the account holder, they then asked me to log into my Citi bank phone app to look at some of the fraudulent charges which were made via XXXX. When I denied that I sent those payments, they guided me through the process of getting the money returned which involved moving funds via XXXX in order to verify that it was actually my account. I followed the directions to transfer money from my savings to checking account, to complete a XXXX transfer that was already prompted in my account. I did NOT choose the recipient, the recipient was already listed in the transaction, and the name was XXXX XXXX ( or XXXX XXXX ). After I completed the steps, I was told my money would be returned to my account in 24-48 hours. They then told me they would upgrade my account to a " Citi Priority '' account for added security and asked me to confirm this change in the app, and create a new password. 3 business days later, my funds had not been returned, so I made a deposit to Citi bank in person so that I could continue to pay bills. I made the deposit on XX/XX/XXXX. A few hours after that deposit, I received a text and call from Citi Bank 's real fraud department asking to confirm a recent transaction of {$380.00}. I denied, so they declined the transaction, and then I asked how it was possible to have this transaction when my account was supposed to be frozen since I was just contacted by the Fraud department the week prior. I was transferred to the Dispute department where they reviewed my account and confirmed that no dispute had been filed on my account, and that the call I received the week prior must have been a scam. They then proceeded to actually freeze my account and open a dispute claim on XX/XX/XXXX. Because my account was frozen, I was unable to make payments through that account and had to withdraw the money I deposited. Since then, the investigation closed and I was told by Citi bank that my funds would not be returned since the transactions were made through my account. I appealed the dispute decision on XX/XX/XXXX explaining that the person posing as the fraud department was able to get into my account and my app after gathering my information and guided me through a step-by-step process to get my funds returned which involved using XXXX to confirm that it was my account/app. They filed the appeal and advised me to file a police report to strengthen my claim. I called my local police department and was told that since the fraud happened via phone call, I need to file a report with the FTC. Since I am waiting for the result of that appeal, I am filing a complaint against Citi Bank for their incompetent security, inability to protect my account and initial denial of reimbursing my funds.

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