Consumer complaint received 2025-02-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have been having problems with my bank Citibank. I've been with them since XXXX, and I've had several problems, but the worst started in XXXX when I received a call from a scammer on XX/XX/XXXX. I didn't give him any information, I called my bank to let them know that someone tried to scam me and to be on alert on my account, and I called them twice to make sure my account was safe, and they promised that they would be monitoring my account closely. Well 4 days later on the XXXX of XXXX, my account was hacked and my money was withdrawn. I live in California and the scammers hacked my account in Jersey. I had to immediately shut down my account and open a new one. They couldn't give me the money back right away even though that was all the money I had and I was a single mother, I had to wait 10 days for them to give me the money. They did their investigation and somehow determined I was responsible for those charges even though I lived in California and the scam happened in New Jersey. When I asked them to provide the information they used to make their determination, they said they couldn't provide it to me even though they sent a letter stating I could.. Now fast forward to XXXX of XXXX, I was literally checking my account everyday, multiple times a day since that scam happened, so I paid attention to what I had in my account. Earlier that month I had cashed a check for {$290.00}. I had to use that on bills, so I did, but on XX/XX/XXXX, I was supposed to receive a refund for {$180.00} dollars from XXXX. It showed up on my account, but it didn't reflect the amount. I had roughly {$25.00} dollars in my acoount at that time, and when I deposited money into my account on XX/XX/XXXX, it said my balance was {$900.00} dollars, ( which was my deposit ), and the {$180.00} still hadn't reflected in my balance. I called the bank on XX/XX/XXXX to ask them why my money wasn't deposited, a couple of them said it was even though it wasn't ( I had the deposit slip from the bank reflecting the {$900.00} ), and on their end it showed over {$1100.00} dollars, and when I explained to XXXX guy that I had just deposited money and got my deposit receipt, it showed {$900.00} dollars, he said that it would update and be reflected by the XXXX. By time the XXXX came, I had paid some of my bills and my balance was either {$380.00} or {$320.00}, and it still didn't reflect the balance. I called back and asked them why it still didn't reflect, and they told me it's showing on their end, and there's nothing they can do because it shows on their end and not mine. When I explained to them that their information was wrong because I have all the receipts and deposits, and it proves I didn't get that money, they said oh well, there's nothing they can do. That was the 3rd time that I didn't get my money I was supposed to get. I still have all the receipts and bank statements on my end. Now this 4th time, which was just a couple days ago, I was expecting a couple refunds. XXXX for {$50.00} and one for {$35.00} dollars. On XX/XX/XXXX, I went to get coffee and only had {$9.00} in my account. I transferred {$25.00} dollars in my account, and then spent {$9.00} at XXXX XXXX. My balance now shows {$34.00} dollars. It doesn't reflect the {$50.00} dollars or the {$35.00} dollars even though it's showing as a refund, it's not reflecting in the balance. I have the receipts and bank statements as well. This is an ongoing them with them and they just don't care.

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