Consumer complaint received 2025-01-03 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On Tuesday, XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX I received a phone call from Citibank XXXX XXXX XXXX, They asked me if I was trying to send a wire for {$48000.00}. I told them no. They started asking me questions about my last five transactions, which I did Confirm. They told me that there was a wire going out for {$48000.00} to which I logged on after they authenticated me through my phone at XXXX from the number that they always authenticate me from which is XXXX. 

I read off the code they sent, I logged into my bank account to see this wire getting ready to go to XXXX XXXX, a XXXX XXXX client. This representative from Citibank said to me that I should, in the special instructions portion, To type " wire transfer reversal ''. I did that, and I was told that the money would be reversed into my account in two days. At the same moment of being on the phone with them for XXXX hour and XXXX minutes I get an alert in my email that asks if I made a XXXX transaction for {$2500.00} to XXXX XXXX to which I clicked no that wasnt me. I only spoke to XXXX representative, NO other phone calls came in except for this Citibank online phone call and an email about the XXXX and only an email AFTER the fact that said that this {$48000.00} wire was SENT. In the past, when even sending a {$10000.00} wire, they put a hold on it and confirm that its me and there is an example in the documents that I have attached. 

After the whole Situation, and thinking that it was resolved, I decided to go to the bank the next day and update them on what happened and that I wanted to Open a new account. XXXX XXXX Was the representative who opened up the bank account for me and just listened to the protocol that I went through the day before. He then spoke to his boss, XXXX XXXX and she directed him to call the fraud department. 
Once on the phone with the fraud department, They told me that they would try to get my money back by contacting the bank that the money went to. I was very confused because I asked why would they '' try '' to get the money back? On a side note, I was very concerned at the constant Spelling mistakes as it pertained to XXXX filling out the information for the names of the recipient. We definitely know, XXXX letter off, can make the recipient NOT be the recipient. ( just something I had noticed ) The representative that I spoke to said it would be Refunded in XXXX days. I was in a very helpless situation because I did not know what was going on as I did speak to someone who was able to authenticate me over the phone, The way Citibank has always been able to authenticate me. The number that I was called from was a number that said Citibank online and when I called it back to assure that it was Citibank it said welcome to Citibank. As a consumer who has been dealing with Citibank for over XXXX something years and to go through an authentication process the way that I am always authenticated, and from the same number that I always get authenticated from, is quite puzzling to me and it only points to XXXX thing, That there is a glitch on the inside, a breach on the inside, and I am now a victim of this. 

I have attached my affidavit of unauthorized transaction, copies of the XXXX that were unauthorized, copy of the wire transfer, and what I was told to write in it, There is a copy of the text message to authenticate me, which came from the same number and youll see that there are previous text messages from this number from Citibank. 

My identity IQ has also confirmed that I am a victim of true name, identity theft, My credit reports are frozen, and I have asked that Citibank reopen a claim that they closed prematurely without even having this pertinent information from me. The BRANCH has shown no support and has Made it very difficult to contact anyone via phone and you cant even make an appointment online and calling to be directed to a branch just gets bounced back to the XXXX number. I am asking that further investigation is done as it pertains to Citibank. {$48000.00} of savings and on the same day {$2500.00} XXXX, sounds like open access to my account, allowed by Citibank. There is no way that XXXX authenticated the same way I have always been authenticated would raise any eyebrow. XXXX HAS BEEN CREDITED. BUT, Please help.

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