Consumer complaint received 2024-03-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
The below details provide a vivid description of what happened during the account takeover that I experienced on XX/XX/XXXX. The funds that were stolen out of my account were unauthorized and although the transactions happened on XX/XX/XXXX, several transactions were done after banking hours, hence several transactions showing up on XXXXCiti has not completely refunded all of the funds to me... there are still two outstanding transactions that were not credited back to my account : {$2400.00} and {$2400.00}. This has caused extreme hardship for me and has significantly affected my credit. 

Previous message/complaint filed in reference to these funds : I have been in dispute with Citi Bank over an account takeover that took place on XX/XX/XXXX. I contacted Citi immediately on XX/XX/XXXX and XX/XX/XXXX. Since the account takeover, I have filed a police report and provided this to Citi Bank multiple times via phone calls on these dates : XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX and I have communicated with Citi Bank tirelessly via phone calls and fax that over {$15000.00} in unauthorized charges were taken out of my Deposit account on XX/XX/XXXX. As a result of Citi Bank allowing the XXXX to act on my behalf as the consumer and allow the account takeover on XX/XX/XXXX additional unauthorized accounts were opened in my name, they applied for a personal loan, along with additional unauthorized funds transferred out of my account. I was notified of this by Citi once I was able to talk to a validated Citi employee and as of today, XX/XX/XXXX, I have not received any provisional credits based on Regulation E and Regulation Z. I have appealed all of the open cases with evidence of this account takeover and Citi Bank has not provided evidence as to why these cases have not been resolved and provisional credits not provided. As a consumer who has been banking with Citi Bank for several years, I find these actions from Citi Bank to be very dismissive, irresponsible and lacking accountability as a top XXXX financial institution. As of today, XX/XX/XXXX, I have contacted Citi Bank almost daily for the last 4 months. Although some funds have been recovered... .when Citi identified this as fraud, they only refunded some of the funds and did not include the XXXX checking account that was fraudulently opened. I was told all funds and accounts were included in the original investigation. I was later advised in XXXX after the partial credit, that there was an error and the remaining funds would be immediately credited to my account. It is now XXXX ... 2 months after that clarification, and I still don't have the credit in my account. I have not been able to pay my bills and my landlord has filed eviction. I am in desperate need for this to be reconciled immediately. There are still two outstanding fraudulent transactions that have not been reversed by Citi... They identified this checking account as fraud, and I do NOT have access to see the account, so I do not know the account number that was fraudulently issued, however, the Banker at my local branch was able to see the account and confirmed the amounts that the Fraudster moved out of my account was for {$2400.00} and {$2400.00}. I have exhausted all resources, including visiting the local branch weekly. Please advise on this resolution. Thanks, 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