Consumer complaint received 2023-08-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
and I am writing this letter to inform you about a dispute that I filed with CIT BANK and has been denied to be refunded after all the explanations, documents, report I have made to notify CIT that a BIG SCAM was initiated with my account. 
Below, are the emails I have received from the so called company XXXX XXXX stating that they will refund me my money and till today nothing has been done. I have called you dispute department many times, speak to different supervisors, seeking for their help to let me recover my money, all they say do not worry CITI BANK is doing their best. The next day, I get a letter that it has been denied. I have tried everyday to see how I can fight for my refund but everytime I call, the supervisor will say, a letter has been mailed. I do not feel that this is right that I am being treated wrongfully. My account with your bank was scammed including the use of XXXX. 
It all started last XX/XX/XXXX I was trying to find a transmission for my car and I came across this company called XXXX XXXX XXXX name is XXXX XXXX ). The man on the phone by the name of XXXX XXXX XXXX XXXX XXXX said they will deliver the merchandise Monday XX/XX/XXXX. He then instructed me to gt into my account with CITI after which could see that he was doing transactions in my account. I ask him what is XXXX said that is how they will get paid {$500.00} issued to XXXX XXXX and another {$500.00} issued to XXXX XXXX. Being XXXX XXXX XXXX what could I do. When Monday came, no delivery whatsoever. I then called CITI bank right away and informed them of what transpired, to cancel whatever has been done. Your representative from CITI sand not to worry. CITI protects the customers all the way. 
So I waited and was told to file a dispute and I did over and over again. Finally the last XXXX, XXXX reopened anther case number and said she will explain to the higher management department what scam was committed. I notified her this morning that there are 2 things CITI Dispute division should know : XXXX I called XXXX XX/XX/XXXX XXXX AND FILED A DISPUTE AND COMPLAIN against my account using XXXX to XXXX a payment. I was told by the employee that it is only CITI who can reverse the amount if it is a scam that was committed on my account. He said especially CITI BANK, XXXX, XXXX XXXX XXXX XXXX XXXX  These are banks who protect their customers. 
XXXX I made a call yesterday morning to the man XXXX XXXX and was able to speak to him and ask if I was refunded, I told him NO and he said hold on, next think I know he was in my account by typing the word XXXX. I asked him why can he see my account and said that I should make a deposit of XXXX to my account since I only had {$4.00} cents balance. He goes into my transaction and saw there was a withdrawal of {$12000.00} and another for {$7000.00}. He ask me where is the money and I said it was for the funeral expenses for my brother XXXX XXXX, consisting of the coffin, plot, church funeral parlor and more. He said the only way he can refund my money is if I will make the deposit to CITI bank. Then he close the phone and had it disconnected. 
I happen to be a victim of being scammed by them for {$19000.00} and I had to fight my way to recover my money. I made a report to the FBI, made a police report with XXXX Police XXXX, wrote a letter to XXXX XXXX, wrote a letter to CITI bank and went to XXXX XXXX as well. With the help of XXXX and hard work, XXXX finally refunded me. But now, CITI is the one that is giving me a very very hard time. 
Please I beg kneeling down through this email and look into my case of being a victim of the scammers who get XXXX XXXX 
I apologize for emailing you directly but as a XXXX XXXX XXXX XXXX who lives on social security, I was left with another alternative and seek for your 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 explanation