Consumer complaint received 2025-06-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I sent this to my bank and XXXX, Citibank , N.A . Fraud Department XXXX. XXXX XXXX XXXX XXXX, SD XXXX Subject : Fraudulent Charge Dispute Account Number : Dear To, whom it may concern, I am writing to formally dispute a fraudulent charge totaling {$2500.00} posted to my account number, which is my first account with Citibank, on XX/XX/year>. I am the victim of a scam that occurred as I was preparing to move into my new home on XX/XX/XXXX, and I respectfully request your immediate attention and assistance in resolving this matter. 
Details of Fraudulent Charge : Date : XX/XX/year> Merchant : XXXX XXXX ( unknown recipient ) - here are the names who were shown on each transaction they did. 
o XXXX XXXX, {$500.00} o XXXX XXXX, Transaction ID : XXXX, {$500.00} o XXXX XXXX, Transaction ID : XXXX, {$500.00} o XXXX XXXX, Transaction ID : XXXX, {$1000.00} o Email used : XXXX, Transaction ID : XXXX Amount : {$2500.00} Transaction Description : Unauthorized XXXX withdrawal while account was compromised This incident occurred during an incredibly busy and exciting time, as I had just closed on my first home. While packing to move, I listed my furniture for sale on XXXX XXXX. I was contacted by someone claiming to purchase a couch for her son. After a back-and-forth, she said she would send {$500.00} via XXXX. When I tried to receive the payment, my account was suddenly blocked. After calling Citibank to regain access, I received an email that appeared to be from XXXX, instructing me to verify by sending money before receiving funds. 
While confused by this process, I followed the instructions thinking it was legitimate. Unfortunately, during this time, my account was compromised, and $ XXXXmy entire paycheck, which included a bonuswas withdrawn. I called Citibank immediately, but the delay in verification prevented prompt action. I also filed a police report, reported the scam, and provided supporting documentation. 
In addition to the financial loss, I was left without access to my account for two weeks. I was forced to open a new account over the phone but later discovered it had been linked to the compromised account, prolonging my hardship. As a single mother of XXXX and a full-time teacher, this has placed a tremendous emotional and financial strain on me. 
To summarize, the following steps have been taken : Called Citibank immediately upon discovering fraudulent activity Filed a formal police report Provided screenshots and email records from the scammer posing as XXXX Opened a new account ( which was mistakenly linked to the compromised one ) Attempted to follow up multiple times through customer service and headquarters It has been incredibly disheartening to feel dismissed as a loyal customer of over 14 years. I understand that banks must follow specific procedures, but the lack of support throughout this ordeal has been difficult. I respectfully request a full investigation and reversal of this fraudulent transaction, along with any related fees even though I have been fighting for this for 2 years. Another thing, I now am no longer able to have a XXXX account, which has been very difficult for other transactions. 
I am hopeful that this letter reaches someone who will thoroughly review my case and understand that this incident was beyond my control, it was happening all over and even articles came out about XXXX XXXX. I was not aware of it then, until I began my investigation, I appreciate your time and attention to this matter and look forward to a fair and timely resolution. 
Sincerely NO ACTION WAS TAKEN.

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