Consumer complaint received 2024-09-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
On Thursday, XXXX XXXX XXXX, at approximately XXXX XXXX ( EST ), I was notified telephonically by an individual who identified himself as XXXX, a Citibank Fraud Representative. XXXX explained that there was some unusual fraudulent activity on my account; explaining that an individual had conducted wire transfers on my account for amounts to be taken out of my Citibank checking account. XXXX stated that I had to " reverse '' that wire transfer on my end in order to stop the fraudulent act. I asked XXXX, why was it my responsibility as a customer to execute such a transaction and why couldnt he just simply stop the transaction on his end as a Citibank fraud representative. He explained that this process of as a " reverse wire transfer '' process and thats the only way to prevent this sort of transaction from happening. He provided me with both my Citibank checking and savings account numbers and the EXACT amount of money I had in both accounts. 

Due to XXXX providing me with this information from both of my personal accounts, and his Citibank representative ID number, I trusted the process and " reverse '' transferred {$2400.00} dollars from my personal checking account to a XXXX XXXX " Last Name Unknown '' at XXXX XXXX. 

XXXX assured me that due to me reversing the wire transfer, my money would be placed back into my account at a later date. 

The following day, Friday, XXXX XXXX, 2024 at approximately XXXXXXXX XXXX ( EST ), I received another phone call from XXXX explaining that there was additional activity on my account and wire transfers were being made in advance to take affect on Tuesday and Wednesday of the following week and that I had to complete the reverse wire transfer process again in advance in order to prevent the fraud from taking place. 

Trusting that this was a Citibank Fraud Representative, I conducted the reverse wire transfer to a XXXX XXXX XXXX at XXXX  XXXX XXXX. I completed two transactions where I had to remove money out of my Citibank savings account into my Citibank checking account to make up the difference. I was asked to conduct two reverse wire transfers in the amounts of {$7500.00} and {$5500.00}. 

XXXX informed me that my money would be back in my account within 24 hours. 

On Saturday, XXXX XXXX, I received a voicemail from XXXX explaining to me that due to the weekend being a holiday ( XXXX XXXX ) weekend, my money ; would be deposited into my account by XXXX. He explained the process for filing a police report and assured me that I could trust the process. 

I received a notification from Citibank via email asking to confirm the {$5500.00} wire transfer and due to not answering that particular email, Citibank canceled that transfer ; however, Citibank never notified me to confirm the transfers of the {$2400.00} or the {$7500.00}. I notified Citibank asking how could someone get access to both of my accounts and have access to know the exact of money in those accounts? 

I filed a police report with XXXX XXXXXXXX XXXX police department ( control # XXXX ). I contacted and spoke with the Citibank Fraud department and they informed me that they are in the process of conducting an investigation that may take up to 90-days to complete based on three scammed wire transfer transactions : o CIT XXXX XXXX ( {$5500.00} ) o CIT XXXX ( {$7500.00} ) o CIT XXXX ( {$2400.00} ) In the meantime, all access to my funds at Citibank have been locked, which means, I DO NOT have access to any funds currently in my account and my online banking is inaccessible. Direct deposits from my earnings can go into my accounts ; however, no funds can be taken out, resulting in me not being able to pay my mortgage or any of my bills until this situation is rectified which can result in me having to live off credit cards ( that I will not be able to pay on time if I can not access money from my account; resulting in my credit score potentially being negatively affected ). I was informed by a Citibank representative that in order to get my accounts open in order to retrieve funds from my account, I have the options of either closing these accounts ( I've had these accounts for over 20 years and they are connected to many of my financial resources and responsibilities ), OR I could plead guilty and " admit that I was part of the scam so that Citibank would not have to recover my funds, but I would gain access to the funds in my account immediately. ''

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