Consumer complaint received 2024-02-17 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/2024 around XXXX I contacted Citibank and reported XXXX fraud wires within minutes of when they were posted to my citibusiness account totaling over {$50000.00}. I requested they perform a swift recall and immediately contact the receiving bank where the wires were sent and tell them this was fraud. I come to find out that Citibank waited almost 3 days until the XXXX to send out the message and formal communication to the receiving bank. After speaking with XXXX Citibank representatives in the wire escalation department including XXXX supervisors and a XXXX they have now all said this is NOT how this should have been handled and that they do not know why it took so long as it is supposed to be sent same day especially with these high amounts. All I can get them to say is they would look into it. I have no answers other than their verbal confirmation that that is not according to their policy. I later found out they originally deemed this case a scam as opposed to fraud without a single call from the fraud investigator or conversation with me to hear what actually happened. Ive found out that a Scam holds the customer responsible and for fraud citibank is legally responsible. I can only conclude that they chose not to expedite since the bank themselves would not be responsible if this was in fact a scam. Ive since had the fraud investigation reopened as someone accessed my account without my knowledge and placed wires without my knowledge which is in fact fraud and Citibank released these wires via confirmation of a phone call to someone who is not me. I am now being told by the XXXX department in Citibank that they are so overrun with fraud at their bank that my case will take 2 to 3 times longer to be investigated so up to 3 months. So I have NO provisional credit and no resolve for {$50000.00} of fraud and have to wait for their delay in excess fraud. These XXXX wires were verified with a single phone call where no identity of who they were speaking with took place, just verified the details of who the wires were going to. This treatment is so unacceptable for fraud over {$50000.00}. The delays and lack of care or urgency especially with the high value amount is horrible. The other funny thing is the only way they will let me access the additional funds in my account is to open another Citibank account. I tried to tell them that after being told they are overrun with fraud I dont want an account with them and they need better security and would prefer to have them transfer to another bank. They will not allow this stating the only way to the funds is thru them. Which is a joke. Ive had trouble with Citibank in the past where their representatives locked my account and wouldnt give me access because I am a female with a mans name. They asked to speak with my husband and told me they didnt believe I was in fact who I was stating I was. This happened not just once but twice and locked out of all my funds with a high risk. I filed all the complaints. Not a thing happened. So being a woman with a mans name seems to trigger their fraud team but not XXXX wire transfers at the same time on a Friday for over XXXX. I also have a token card for access to transfer and no one apparently asked for that to verify. The way all their claims are handled is so poor. I dont even know what to say. And I am stuck with them because I must open another account to even access the funds I have left.

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