Consumer complaint received 2021-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On Monday XX/XX/2021 evening, I called Citibank a few times regarding my checking and savings accounts regarding missing bonus. At XXXX ET, when I called again, I was transferred to 3 different employees including a supervisor who were not able to assist him. I requested a manager or a specialist to call me back to assist me with my questions. 

The supervisor placed me on hold while looking into my account/looking for a manager. The supervisor did indicate someone would call me back within 2 to 24 hours. While I was still on hold, a male called me and introduced himself as XXXX from Citibank from phone number ( XXXX ) XXXX ( Arizona ). 

XXXX asked for my personal information in order to verify my identity, such as my name, date of birth, Social Security Number, ATM card number, security code on the back of the card, card expiration date, address, phone number and email address. ( Some of these questions are normally asked by a Citibank employee when I call them ) He also sent me two text messages to my cell phone with a PIN that I had to read back to him. 

After the call with XXXX, I realized my online bank account password was changed without my permission and I was no longer able to access my online account. I called Citibank hotline immediately and I was told that someone moved a total of {$1000.00} ( two times, each time {$500.00} ) from my savings account to my checking account. And {$450.00} was then transferred out of my checking account using XXXX to XXXX, Texas. I did not authorize any of these transactions. I never worked or lived in Arizona or Texas and do not know anyone there. 

This XXXX was able to tell me the name of the Citibank representative I spoke with previously. He was able to tell me my bank account balances and he knew that I just called Citibank and was waiting for a call back from Citibank. Therefore, this fraud person either was listening to my call with Citibank the whole time or had access to my bank account. 

I immediately reported this fraud to Citibank ( case # XXXX, dated XX/XX/2021 ). Citibank refunded me the money and closed the investigation without providing me with an affidavit. I had been requesting the affidavit since XX/XX/2021 but I was given the run around. The Customer Service Hotline referred me to the branch ; the branch said only the Fraud Dept by phone could issue that document ; The Fraud Dept said this is a simple dispute issue and the Dispute Dept would handle it. Dispute Dept said The Identity Theft Solutions Dept was the one to handle since my identity was stolen. Identitty Theft Solution Dept referred me back to the Dispute Dept. Dispute Dept said since I got my money back, the case was resolved and closed. 

No dept was able to help and they did not take this fraud seriously! I never answer any unknown calls. But this time it was because I was expecting a Citibank employee to call me back, and this " XXXX '' knew all the call information. That's how he made me believed that he was actually from Citibank. 

Although I did not lose money, I lost the most important thing, which is my personal identifying information such as my social security number, date of birth, address, phone number, email address, ATM card number and security code. My identity was stolen and was account and money was accessed without my authorization. I do not know what these thieves will do with my information. Citibank did not safeguard my information because somehow the fraud person was listening to the call. And they are not investigating after it occurred. 

All I got was a letter dated XX/XX/2021 from Citibank stating the issued was resolved and I did not lose money. However, the police will not accept that as proof. The police said I must submit an affidavit fraud from Citibank, which I have been requesting since XX/XX/2021. 

In additions, I have called every week to follow up. Some representatives said you are still working on the case. Some said the case has already been closed. Everyone gave me a different answer. But the one who told me that they are still working on the case, I must keep the account opened in order for them to continue with the investigation. This does not make sense because the fraud people have all my information, they can pretend to be me and take my money again anytime. 

I am not attaching any of my bank transactions because you already have it. 

I am requesting an affidavit fraud to be sent to my mailing address in file immediately so that I can file a police report in order to protect my personal identifying information from being used illegally.

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