Consumer complaint received 2021-05-26
Product: Checking or savings account 
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized
Company: CITIBANK, N.A.
State: CO

Complaint:
On XX/XX/XXXX, I was the victim of a wire fraud transfer and immediately opened a case with Citibank Fraud case # XXXX. The contact I am working with is Fraud supervisor, XXXX. It was requested that I report the case to both the FBI, local authorities, and the bank in which my funds were transferred, which is XXXX XXXX I completed this request the day it happened. I have been working with XXXX XXXX with the XXXX Police department. His number is : XXXX. 

Here are the details of the fraud/scam : I received a text message for a couple of flagged charges and in typical Citibank fraud alert fashion it asked me to respond with a 1 for YES or 2 for NO for no for verification. I responded with a 2 for NO and within a few seconds my phone rang. The woman on the other end presented herself as a Citi fraud manager who was going assist me with receiving a new debit card. I did not give her any personal details over the phone. She sent me three more text messages for which was presented as a two-step verification process, and this was how they were able to gain access into my account to successfully send a fraudulent wire transfer from my Citibank account to XXXX in XXXX. I received an email notification of the wire transfer which is how I was able to immediately report it. 

The Citibank fraud supervisor sent XXXX XXXX a Hold Harmless letter requesting the funds be recovered and sent back to Citibank. Detective XXXX with XXXX PD received communication from XXXX that the funds were sent to Citibank XXXX XXXX XX/XX/XXXX ) and Citibank is claiming they have not heard back from XXXX. I am beyond frustrated. 

My case is currently active and after speaking Citibank several times, I was told my funds were not guaranteed to be returned to me. My money is supposed to be FDIC insured. I have rent due in a few weeks. This may get me evicted from my apartment. I have been a Citi customer since 2006 and I am beside myself that I could potentially not get all of my money back which was {$1500.00}. Ive asked the Citibank fraud team several times the following questions ; How did the fraud/scammers know I was a Citibank customer? How were they able to gain access into my account online without my password? How did they know my username? Ive never sent a wire transfer in my entire life and why wasnt that red flagged?? They have not been able to answer these questions. 

I am attaching screen shots of the initial fraud alert which clearly states it is from Citibank and mimics the exact type of text I have received from them in the past. I absolutely believed I was communicating with my bank, and I have no idea how I was supposed to know otherwise. 

I need someone to help me with this. The fraud department can only do so much. They shared this has been a known issue within Citibank and other financial institutions. I need my funds returned as soon as possible. 

Thank you, XXXX XXXX XXXX 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