Consumer complaint received 2024-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
I have a a total of XXXX accounts with Citibank. I checked my bank account XXXX evening and saw that my personal checking and checking plus accounts were completely emptied. 
I did not get any notification whatsoever from the bank. The XXXX personal checking and checking plus accounts were compromised with a check written with the XXXX date. I wrote and mailed the check that was meant for a utility bill that was intercepted. The woman that intercepted the check white-washed it, wrote it out to herself and signed my name. I NEVER sign my name in a legible way. I went to the Citibank 's branch XX/XX/year> and spoke with a banker regarding my personal checking and checking plus accounts. I was told that a XXXX personal checking and checking plus would be opened and the XXXX personal checking and checking plus accounts would be transferred to that XXXX account after the XXXX checking and checking plus would be closed. The money that was stolen from the XXXX account was transferred to that XXXX account. My personal checking and also checking plus was compromised again. I went through the same process as before, being told from a different banker that the money in my personal checking and checking plus would be transferred to the number XXXX account. Again, my personal checking and checking plus accounts were compromised twice. I now nave a XXXX and current personal checking account open. I did not have a checking plus account open this time. The bank sent statements and withdrew monthly payments from my XXXX and XXXX personal checking accounts in order for me to pay back what I owed for the checking plus accounts. Before the XXXX personal checking account was opened, I let the banker know that I wanted to completely pay off the checking plus account. The banker walked me over to a teller, I paid off the checking plus with the banker present. The teller and banker assured me that I paid the checking plus account off that day. The letters and calls kept coming. I have called and spoken with Citibank 's customer department several times regarding the XXXX account letting them know that I was getting phone call and letters stating that I owe money from the FIRST checking plus account. Each time, I was told to not answer the calls, do not give any information, ignore the calls and letters because they could be a scam because the account was closed. I went to the bank 's branch again and met with the same banker XXXX with the letters that I received. I was told by the banker and VP branch XXXX that they could not do anything on their end and advised me to call the fraud department. I called that department and was transferred to the collection 's department on XXXX at XXXX XXXX. I was told that I needed to speak with the dispute department and was also told that Citibank may owe me money. I called Citibank 's fraud department again XXXX at XXXXXXXX XXXX XXXX and was told that I needed to speak with the dispute department to complete another affidavit because they could not locate the XXXX one. Citibank also emailed me and gave me a code in order for me to open the link to view the white-washed check. I completed the affidavit and mailed it. I received a letter from the fraud department dated XXXX that through their investigation my claim was denied and they were unable to validate my claim that the account was opened without my knowledge because statements were sent to my address. I have never denied ever having the checking plus accounts. My dispute is that I was told that everything was transferred from XXXX account to the other. I went to Citibank 's branch again XXXX, spoke with the same banker, told them that I was still getting letters and calls and that my credit score has dropped over XXXX points. The banker told me that has happened because my account has gone into collections. As of today, my credit score has dropped even more and this is affecting my livelihood. I showed the same banker the letters and image of the check that was white-washed. The banker told me that the XXXX checking plus account was not closed and asked me why I opened a XXXX checking plus account. I let the banker know that I was told that the XXXX checking plus account would be closed. I asked the banker if they would print the bank transaction activities for me from XXXX to the present. The banker said they could not because they could not see back that far. It makes me wonder if the banker could see that the the checking plus account were not closed why they could not see back far enough to print the transactions. The banker made copies of the letters that I brought into the branch and kept the copies. The VP branch manager called me later that day and advised me to call the dispute department to have another case opened. On XXXX I called that department and was transferred to the fraud department at XXXX XXXX  XXXX, let them know that I was advised by the VP branch manger that another case needed to be opened. The fraud department said they would call me back in an hour. The same fraud department representative did call be back and told me that the XXXX checking plus account was closed in XX/XX/year>. I let the fraud department representative know that I reported in XX/XX/year> that my account was compromised. The fraud department said they would call me back, I have never received that return call. On XXXX at XXXX XXXX  XXXX I called the dispute department and was told that the security team would have to open a new case, then transferred me over. The security team told me that I should speak with the loan department instead. But, the security team representative asked me of my concern. Each time that I attempted to express my concern the security team representative interrupted me several times. I let the representative know that I was getting conflicting information from the bank, some saying the XXXX checking plus account was open and some saying it was closed. The security team representative proceeded to interrupt me again. Not once did I raise my voice or disrespect the representative, but I did say that I'm glad that the call was being recorded and monitored because I am sure that I am not the only client that has been treated the way that they were speaking to me. I truly hope that someone will pull that call. I have now received a letter from an outside collections agency dated XXXX stating that they are trying to collect a debt that I owe to Citibank and requiring that I respond to them by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The outside collections agency said that I can submit documents that I do not owe the amount, but as I mentioned earlier, the Citibank banker said they can not give me the information. I truly appreciate and need your help. The amount is {$4100.00} Thank you in advance

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 non-monetary relief