Consumer complaint received 2021-08-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
On XX/XX/2021, I received a phone call, approximately XXXX, while I was driving, it came through as my own cellphone number. A man identified himself as XXXX XXXX, XXXX ( our local gas and electric company ) Billing Center at phone number XXXX XXXX ) XXXX. He stated that my payments for last three month have not been received and a XXXX van and worker is out shutting off power and gas. He provided me with my last few payments and that they now have made a XXXX ticket to track my funds since their banking institution was changed to XXXX  XXXX XXXX and online payments had to be researched. The payments had to be made through XXXX on my mobile banking app. 

I was dropping my children off at XXXX different schools and had a nail in my tire that I was getting fixed. He stated I needed to send 3 payments through XXXX XXXX, marking them XXXX PAY to phone number ( XXXX ) XXXX in the amount of XXXX to Manager XXXX XXXX XXXX The first transaction through XXXX to that phone number transpired at XXXX XXXX ET. Second transaction went through at XXXX XXXX ET and the third went through XXXX XXXX ET. 

XXXX XXXX also stated that for me to get my refund through XXXX once the ticket has found my actual funds, I had to send {$660.00} to XXXX REFUND through XXXX to XXXX XXXX XXXX at XXXX XXXX ) XXXX, that amount went through XXXX at XXXX XXXX  ET. 

Something did not feel right to me at this point, I placed XXXX XXXX XXXX XXXX ) on hold and called XXXX Billing Center at XXXX XXXX  CT at ( XXXX ) XXXX, a phone number I found online. I spoke to them and verified my online payments have been received and I am not late nor is my account in default. XXXX place a scam/fraud alert on my account. XXXX XXXX was gone when I returned to the line. 

Per my phone records I called CITIBANK at XXXX, at XXXX XXXX  CT, right away, to place a hold on my account I have a victim of a scam and fraud. They placed a hold on it and provided me with an investigation number. Although the hold was on the account, the XXXX payments were processed when they said they were still pending. Citibank gave me fraud report number XXXX. 

I call my local police department, XXXX XXXX Police, XXXX XXXX, IN, at ( XXXX ) XXXX and filed a police report with Officer XXXX. My case is now being handle by Detective XXXX of the XXXX XXXX Police Department. 

On XX/XX/2021, I faxed Citibank Fraud Department a 4 page fax of the police report at XXXX XXXX  CT. I took three people to talk to and an hour when I called them to verify if they received the report, they could not answer my questions. Finally one person by the name of XXXX on XX/XX/2021 told me to open a new account, which I did and it is a nightmare to try to get my funds from my account that has been frauded to put into our new checking account. We had our mortgage and bills to pay and no access to any funds. I first started speaking to XXXX at XXXX XXXX  CT, transferred to XXXX at XXXX XXXX  CT, and transferred to personal banker at XXXX XXXX  CT, automated system and was hung up on. I called back asking for personal banker at XXXX XXXX  CT and spoke to XXXX at XXXX XXXX  CT and placed me on hold until I spoke to XXXX at XXXX to link my account that has the hold on it to my newly opened checking account. I then was transferred to XXXX ( who was wonderful ) and spoke to him at XXXX XXXX to have my hold removed and send funds to my new account and place the hold back on. That was done and completed by XXXX XXXX CT Citibank Client Services sent a secure message on XX/XX/2021, regarding the account that was reported, assuring that we received our request and they were in process of reviewing the account, their initial investigation could take 10 business days and that date was XX/XX/2021. 

I gave them an extra day, I called on XX/XX/2021, I spoke to XXXX in the Dispute Department starting at XXXX XXXX  CT, she stated to me that they sent out a letter to me on XX/XX/2021 ( at which point I had not received ) the their initial investigation was complete and we are not getting our funds back because we authorized it. I stated the funds should have not left the account. The further our conversation got, I reopened the case with her and the new case number is XXXX. I requested from her a copy of their investigation paperwork and anything they used to come to their decision, as well being sent to my home and my email address. As of today, XX/XX/2021, I havent received anything. 

On XX/XX/2021, I spoke to Detective XXXX  of the XXXX XXXX Police Department and he stated that a lot of people are being scammed through XXXX accounts. He ( Dect. XXXX  ) personally received a call from a scammer from XXXX and the scammers are using an actual XXXX phone number. The Detective will be subpoenaing from court to Citibank on their investigation, which he stated yesterday. 

If you require anything further, please let me know.

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