Consumer complaint received 2024-03-06 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
On XX/XX/XXXX, XXXX was transferred from my saving account to my checking account by scammers passing as XXXX that hacked our computer and I was told that XXXX sent {$42000.00} by mistake as they were attempting to give a credit for {$420.00} on my checking account at Citibank. I was unable to verify where this money came from because the computer went blank. They gave instructions to send {$41000.00} to a scammer 's bank account : XXXX XXXX XXXX NY at XXXX XXXXXXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX I told them that it was between XXXX and Citibank to get the funds back. They got very abusive over the phone. I went to the bank on my way to a doctor and instead of asking for the balance in my savings account, I gave the instruction to send the money via money transfer. At the doctor 's office I realized that the money must have been from my savings account and I went back to the Citibank branch within an hour and told them to recall the transfer. I stopped talking to the scammers and never gave them the reference number of the transfer. After running around all over the place following the instruction of another scammer passing as the security officer of XXXX ; this person came to the telephone when I attempted to call XXXX When I got home, I realized that this guy was another scammer. My sons and I immediately called Citibank, New York that night to recall again the fraudulent transfer. The bank representative on the line said that the wire transfer was being recalled and the funds will be frozen. However, Citibank was negligent because I feel that they did not recall the funds on the XXXX but the following day XX/XX/XXXX and did not request XXXX XXXXXXXX XXXX  to freeze the funds. It was until 20 days later XX/XX/XXXX that they scalated it to fraud. They were nonchalant about freezing the funds and flagging down the transaction. They claimed that they elevated it to fraud on XX/XX/XXXX. We reported it to the FBI in writing on XX/XX/XXXX as fraud and went again to the Citibank branch to report it on XX/XX/XXXX and over the phone the bank officer told Citi New York it was fraud and proceeded to close the account and open a new one. My XXXX sons and I continued to call Citibank every other day to see if they had informed XXXX XXXXXXXX XXXX  that the account was opened for Money laundering the funds obtained from hacking. I wish that if Citibank New York was not going to inform the XXXX XXXX. XXXX about the fraud, they should have informed us and given a phone number to call XXXX and tell them to freeze the funds. We tried contacting XXXX XXXX  directly but too many days have passed and they refused to talk to us telling us to contact their Holding Company. Citibank said thank you for sending the affidavit on XX/XX/XXXX, even though they never requested an affidavit from us and therefore, we never sent XXXX. The officer at the branch showed me the written message sent to Citi New York on XX/XX/XXXX for the second time after recalling the transfer the previous day and it clearly stated fraud.

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