Consumer complaint received 2024-07-08 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: NY

Complaint narrative:
Dispute Number : XXXX I am writing to express my utmost unsatisfactory experience with Citibank regarding the above referenced dispute number. 

On XX/XX/XXXX, I logged on my Citibank mobile app to make a XXXX payment to a family member. I noticed a vast difference in my bank account balance and also a series of multiple unrecognized and unauthorized transactions. I was at work when I noticed these fraudulent activities and I had to ask to be away from my desk for half an hour. 

I immediately contacted Citibank and notified the representative of these transactions. The very first thing we did was to log out from the app and she sent an email to I guess to 'restart ' it. 

While on the phone with the representative, I went through the details of the withdrawals and noticed that my money had been withdrawn to XXXX. 

Firstly, I never used or transacted any personal or business activities with XXXX. XXXX can also confirm this. I signed up for the app almost two years ago and never used its services. 

I was in sincere disbelief when I saw the amounts being withdrawn. There are amounts of {$4000.00}, {$2600.00}, {$990.00}, {$860.00} and so much more. 

Why did Citibank never call or at least send me a text to notify me of these attempts prior to the withdrawal? 

I have never withdrawn this much money from my bank before and immediately they should have called me. 

I deal with other banks, my family deals with other banks and when they notice suspicious activity they would call or send a text or email. 

My grandparents received a call the other day from their bank, XXXX, that notified them that someone is attempting to withdraw funds via an unusual check number and immediately, the transaction was denied. 

Ever since I came to the US, I trusted Citibank from the beginning and because of their negligence in not taking consideration of their customers, I am living in a constant nightmare, sleepless nights, XXXX and XXXX  thoughts. 

After lodging my complaint, I was given the dispute reference number that is stated in the subject of this email. I was told that it would take up to 10 calendar days for a decision to be made for provisional credit and if I do not receive any feedback from Citibank, I should call back on XX/XX/year>2024. 

From XX/XX/year>2024, I received a letter in the mail stating that the case has been received and the investigation is currently ongoing. 

On XX/XX/scrub> 2024, I saw that the disputed amounts were returned to my account as " debit card adjustments '', from which I know that it is the provisional credit. 

On XX/XX/scrub> 2024, I logged on to my bank account using the website and noticed that there was a new message under the " Secure Message Center ''. 
I will include screenshots of this when submitting my documents. 

According to the updates, the case was resolved and I should check my 'New Documents '' in 24-48 hours for further information. 

Upon seeing this update, I immediately contacted Citibank and enquired about the results of the investigation. This was on Sunday XXXX XXXX 2024 at XXXX. 
The representative transferred me to the investigation team for further assistance. However, she told me that they have not received any feedback from the merchant and the provisional credit that was received on XX/XX/XXXX, is currently temporary. I then provided her with the information I received from the Secure Message Center, such as the case number and reference ID. She said she doesn't see any information regarding what I provided and when they do, they will notify me via mail if there are any updates. 

This is absolutely ridiculous, how can a financial institution post that a specific case has been resolved on their website and then their staff is saying otherwise? I was in disbelief of the unprofessionalism and inconsistency of information. 
The call ended and I still was not able to comprehend why Citibank is not honoring what they posted on their customer 's website. 

I called again on the same day, Sunday XX/XX/XXXX at XXXX, in hopes to speak to another representative. She said the same thing and the only difference was that there seems to be a notice that was mailed to me sometime the previous week. There was nothing else that she could have provided me with. 

On XX/XX/year>2024, I logged onto Citibank 's website and decided to use the chat box and contact a live representative. 
Please take a look at the attached documents that consist of my conversation with XXXX ( XXXX ) different representatives. 

After communication with these XXXX representatives, I am left baffled. How can I speak to someone the day before, XX/XX/XXXX, and receive information that there is no update from the merchant and I have to wait, even though the website said otherwise. Then the next day, the case is SUDDENLY " RESOLVED IN THE MERCHANT 'S FAVOR ''? 

I called Citibank again on XX/XX/year>2024 at XXXX, and told the representative everything that I've faced so far, including the variance in the information received from different platforms. And she kept repeating that the case is resolved in the merchant 's favor. 

How can I lose money to someone that I never received any goods or services from? Why can't this financial institution see that this is absolute fraud! 

All I can gather from this is that someone hacked my account and got my XXXX credentials and was using my account without my authorization. 
Even though I know that I never transacted business with XXXX, I still asked the representative for a reason why the merchant received favor. All she could say is that, " There's no attachment provided from the merchant. '' What kind of people are working at Citibank? This situation has caused me to lose ALL confidence in the entire team. 

I asked the representative to speak to higher authority or a XXXX, and she said she will add my number to the XXXX 's Callback list '. I was about to ask her how can I recognize the call from Citibank and then the call was ended. 

As I write, it's XX/XX/year>2024, and I am still waiting on this call even though I expressed the urgency and concern for this case, given the amount that's been disputed. 

Citibank was supposed to make me feel safe and build my confidence to save. Not favoring a merchant for whom I have no idea of. 

Check all my transactions and see if there was EVER a time that I transacted business with XXXX prior to the month of XXXX, 2024 - never. 

I will not accept this result, I will not accept the fact that the bank will be reversing the adjustments made. That is MY hard work, money that I earn with my blood, sweat, sleepless nights and tears! 

I have all proof of Citibank 's unprofessionalism and failure to provide accurate information. 

According to my research, there are so many scams related to XXXX 's financial services and I had high hopes that my case would have been resolved in my favor. I am an innocent person that makes an honest living and this what I am facing with Citibank is absolutely unfair. 


On XX/XX/year>2024, I sent an email that was provided in the chatbox ( see the pdf with our conversations ). After all the calls, messaging, the only thing left is to send an email. 
There still has been no response as of XX/XX/year>2024. 

I look forward to a timely response to this urgent matter. 

Respectfully, XXXX XXXX

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