Consumer complaint received 2024-02-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a call from a female stating that she was from Citibank Fraud Dept trying to verify a charge of {$1300.00} at a Best Buy store in Florida. She asked whether or not I had attempted to make that purchase. When I said no, she said the bank would need to block my account and replace the debit card by overnight mail. Before proceeding, I used my second cell phone to dial the number from which the call originated. I received what appeared to be the usual Citibank options so I felt that the call was genuine. 
I was asked to enter 6 digit Authentication codes twice and the call was concluded with reassurance that the new card would be available by noon the next day. 
I woke up on XX/XX/XXXX and checked by bank activities as I normally did every 1-2 days. I discovered that a wire transfer had been made from my small savings account to my checking account. Then my checking account was emptied, ( {$850.00} ) leaving less than {$10.00}. Fortunately, I had had a direct debit of {$3000.00} completed by IRS earlier that morning. I called Citibank number on the back of my bankcard and the Customer Service rep tried calling the number from which I had been called the previous day and stated that it was indeed a Citibank Customer Service number after she completed a call to that number. 
I decided to go to the Citibank branch at XXXX XXXX XXXX XXXX in XXXX and after waiting over 2 hours, a fraud claim was filed by the banker, XXXX XXXX while assuring me that the bank was insured by FDIC so I should not worry. 
She gave me a fraud report form which required notarization and I completed it and returned it 2 days later. 
Citibank responded about 4 weeks later stating that I agreed to wire transfer and other transaction because I repeated the 6 digit code ( which actually is the same experience I have had in the past with Citibank ). I immediately called their Fraud Dept to dispute their decision and 2 weeks later I again received the same response. 
On Saturday, XX/XX/XXXX, I received a letter from Citibank headquarters in Texas with further explanation that they honored what was seen as my request to transfer my money to " a beneficiary '' so I was ultimately responsible for the fraud which was perpetrated. 
This is blaming the victim. If they use a 6 digit code to verify my identity and I input the code requested, I assumed that by verifying the origin of the call and following usual bank procedures I had done the proper thing. 
I have heard from several people since then who have been defrauded twice - by the hackers and then the bank. 
This appears to be Citibank 's pattern and they must be stopped. 
I am thankful that I had been using their services to mostly pay bills. I am in the process of withdrawing ALL my funds from this disreputable organization.

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