Consumer complaint received 2025-07-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I bank with Citibank NA in XXXX XXXX, New York. On XX/XX/XXXX, I received a phone call from a XXXXXXXX XXXX who said he was calling on behalf of XXXX XXXX XXXX and was verifying my address and telephone no. bc a XXXX XXXX opened a checking account and tried to used my Citibank account go XXXX funds to. 

I indicated that I never did such a thing so XXXX proceeded in saying that he will input a XXXX fraud. He told me he would do all this : XXXX XXXX XXXX  transactions XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX / XXXX XXXX XXXX Had my home address and cell XXXX 

He then said he would transfer me directly to a XXXX  representative and would help me going forward. The guy said he is XXXX XXXX, telephone XXXX XXXXXXXX ext XXXX. He told me XXXX customer service line but to call him directly. He advised me to log on to my citibank with XXXX to input these XXXX transactions XXXX  it will notify his supervisors that my acct would be watched and the monies are codes and will get a refund back. 

XXXX to XXXX XXXX - XXXX XXXX ; ( XXXX ) XXXX for the amount {$980.00}. The codes he told me to input in notes were STOP {$800.00} XXXX NOT A PAYMENT. 

XXXX attempt was to XXXX XXXX - XXXX XXXX ; ( XXXX ) XXXX for the amount {$490.00}. The codes he told me to input bc it would be over my limit is : STOP {$2400.00} XXXX NOT A PAYMENT XXXX XXXX. 

Because that didnt go through he told me to do the following reply to the Citibank XXXX to reset my Citibank XXXX acct and XXXX XXXX 
XXXX to as XXXX XXXX ( XXXX ) XXXX for the amount of {$490.00}. The codes I was told to input were XXXX 

He said he would call back again the next business day to follow up and to call him back with my Citibank relationship XXXX to ensure safety was in place. But I soon realized it was a scam when I contacted chase, citibank and XXXX. They had no idea what with whom I was talking about and the references did not exist. My citibank relationship officer told me to contact their claims department for XXXX XXXX procedures. I filed the same day with : XX/XX/XXXX XXXX XXXX XXXX for claims XXXX XXXXXXXX. 

I kept following up and on XX/XX/XXXX Citibank denied provisional credit for both {$980.00} and {$490.00} bc the monies and XXXX transactions came directly from my mobile no. being used. But they will try to get the monies back from the financial institution the monies were XXXX to. I thought things like this are a case by case scenario. They did not consider that I was previous victim of identity theft in the mid XXXX or the circumstances of this scam ring using such tactics to keep me feeling safe and secured. They kept me on the phone for over an hour. I thought I was talking to representatives from both XXXX XXXX and XXXX. 

I replied for an appeal to provide me provisional credit bc of the circumstances surrounding this scam with XXXX claims unit. I spoke with : XX/XX/XXXX XXXX - XXXX XXXX XXXX XXXX XXXXXXXX I was told the XXXX also protects XXXX and XXXX and to send the same codes to a XXXX XXXX XXXX XXXX. It didnt work and I started to feel something was off.

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