Consumer complaint received 2025-04-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/XXXX, hacker hacked my PC and wired out {$49000.00} from my account, the transaction was not consent by the account holder. The incident was reported to Citibank within less that 3 hours after the occurrence, furthermore, Citibank even let the hacker to set up a beneficiary account to receive this {$49000.00} within that short of timeframe ( less than 3 hours ) and using my home address to set it up w/o and veridiction. Citibank has promised to reopen the investigation, but no action taken, only using their form letter to delay the process. Below is a copy of my letter to Citibank 's Executive Response time : XX/XX/XXXX To : Citibank , N.A . 
Executive Response Unit XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX CC : Consumer Financial Protection Bureau ( CFPB ) Case # XXXX Subject : Request for Clarity and Resolution Regarding Fraudulent Wire Transfer Investigation Dear Citibank Executive Response Team , I am writing in reference to your letter dated XX/XX/XXXX, concerning the fraudulent wire transfer dispute involving my checking account ( ending in XXXX ) and claim # XXXX. While I appreciate the reopening of the investigation on XX/XX/XXXX, I am seeking clarification on the following points due to conflicting language in your correspondence : 1. Current Status : Is my claim actively under investigation, or has it already been denied?

2. Next Steps : What specific actions will Citibank take to ensure a thorough review of the reopened claim?

3. Documentation : How should I proceed if additional information or documentation is required during the investigation? 
Your letter mentions that the investigation may take up to 60 days and that I may need to provide further details. However, it also states that Citibank considers the matter " resolved '' and will not respond to further inquiries, which contradicts the ongoing review. 
I request explicit confirmation of the investigation 's status and ask that any premature closure language be retracted. Given the severity of this issuea fraudulent transfer of {$49000.00} on XX/XX/XXXX, XXXX urge Citibank to address this matter with diligence, transparency, and urgency. 
I have escalated my concerns to the CFPB ( XXXX # XXXX ) to ensure a fair resolution and expect Citibank 's full cooperation. 
Requested Actions : A written response addressing each of the questions listed above. 
Clear documentation of all steps in the investigation process.

Assurance that no final determination will be made without giving me the opportunity to review or contest the findings. 
Please clarify the reason of why Citibank or its legal representative provided altered or tempered records during the Arbitration process. 
Please communicate all updates in writing. I will await Citibank 's findings at the conclusion of the 60-day period and reserve the right to escalate further if the resolution is unsatisfactory. 
Thank you for your prompt attention to this matter. 
Sincerely, 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