Consumer complaint received 2024-08-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX RE : Wire Recall Fraudulent Transaction Ref : XXXX Case ID XXXX Amount {$100000.00} Ref : XXXX Case ID XXXX Amount {$51000.00} To whom it may concern : On XX/XX/2024, Citibank received the first of two wire transactions that were meant to be applied to the down payment of the purchase of XXXX XXXX XXXX XXXX XXXX GA XXXX The instructions on the wire identified the recipient of the funds would be XXXX XXXX XXXX and the address for the law firm was provided on the wire. Special instructions were also attached to the wire specifying the funds were for closing on the property at XXXX XXXX XXXX XXXX. The amount of the wire was {$100000.00}. 

On XX/XX/2024, a second wire was initiated to Citibank to be applied as the remainder of the down payment for the purchase of XXXX XXXX XXXX XXXX XXXX GA. The instructions on the wire identified the recipient of the funds would be XXXX XXXX XXXX and the address for the law firm was provided on the wire. Special instructions were also attached to the wire specifying the funds were for closing on the property at XXXX XXXX XXXX XXXX. The amount of the wire was {$51000.00}. 

On XX/XX/2024, I received a call from the real XXXX XXXX XXXX to inform me that the funds for closing had not been received and the funds should be transferred immediately to ensure that I would be able to close on the property. During the conversation it was discovered that the funds were sent to Citibank in an attempt to defraud. 

On XX/XX/2024, I contacted XXXX XXXX to initiate a XXXX wire recall. XXXX provided the request numbers of # XXXX and # XXXX. I contacted the local FBI office and was instructed to file an IC3 report regarding the fraud to initiate an investigation. Local law enforcement was also notified of the incident. 

On XX/XX/2024, I was contacted by FBI agent XXXX XXXX. XXXX stated that he had been in contact with Citibank and verified the funds were there and had not been wired out of Citibank. XXXX stated that the account had been restricted so that funds could not be moved out of the account. XXXX stated that Citibank informed him that if I provided them a Hold Harmless letter that Citibank would begin the process of returning the money to my account at XXXX. 

On XX/XX/2024, I received contact from XXXX XXXX Department informing me that a Hold Harmless letter was sent to Citibank. The Fraud Department stated that they would follow up with me as soon as Citibank acknowledged the receipt of the Hold Harmless letter. 

On XX/XX/2024, I received contact from XXXX Fraud Department notifying me that Citibank had acknowledged receipt of the Hold Harmless letter. 

On XX/XX/2024, I reached out to Citibank Fraud Department XXXX and spoke with XXXX. The representative declined to provide a last name. XXXX verified that the account had been restricted and asked the amount of funds that were in the account. The amount matched the funds in the account. 

On XX/XX/2024, I contacted the Citibank Executive Response Unit. I was informed that the case had been assigned to XXXX but that she had left for the day and would follow up with me. 

On XX/XX/2024, I contacted the Citibank Executive Response Unit. I was informed that the case had been reassigned to XXXX. I was told XXXX would follow up with me on the case within 48 hours. I was also informed that Citbank had received a Consumer Financial Protection complaint and that it was being processed. 

On XX/XX/2024, I received a call from XXXX at Citibank. XXXX informed me that the Hold Harmless letter was received and acknowledged by Citibank on XX/XX/2024. XXXX stated that the letter had been sent to the Executive Committee for approval and that I should get a final decision by XX/XX/2024. XXXX stated that she would call back with the decision. 

On XX/XX/2024, I reached out to Citibank and spoke with XXXX. XXXX stated that Citibank now has 30 days from receipt of the Hold Harmless letter ( letter received by Citibank on XX/XX/2024 ) to make a final decision. I asked XXXX if for certain the final decision would be made by XX/XX/2024. XXXX stated that it would be and that the decision would be communicated to XXXX and that I should contact XXXX for the decision. 

On XX/XX/2024, I reached out to XXXX to inquire about Citibank 's decision regarding returning the funds. XXXX stated that Citibank had made no attempt to communicate with them. 

On XX/XX/2024, I contacted Citibank for a follow up. XXXX with Citibank informed me that XXXX had closed the case and that she would open another case that would be assigned to XXXX. She stated that XXXX would be in contact. 

On XX/XX/2024, I contacted Citibank for a follow up. I spoke with XXXX and she confirmed that a decision should have been made at the 30 day mark of receipt of the Hold Harmless letter. XXXX stated that I should follow up with XXXX for the decision. 

On XX/XX/2024, I reached out to XXXX to inquire about Citibank 's decision regarding returning the funds. XXXX stated that Citibank had made no attempt to communicate with them. 
On XX/XX/2024, I received a call from FBI XXXX XXXX. XXXX stated that he had spoken with the Fraud Department at Citibank and was told that the Hold Harmless letter was not correct and must read Citi Bank, NA. As of this date Citibank had not communicated this information with XXXX. 

Today is XX/XX/2024, XXXX has received no communication from Citibank regarding this issue. I am attaching the first response sent to the Consumer Financial Protection Bureau regarding this matter. It was stated in the response that a decision would be made no later than 30 days of the receipt of the Hold Harmless Letter. 

We are asking the Consumer Financial Protection Bureau to step in and use whatever resources to get Citibank to communicate with XXXX bank concerning this matter. We are 77 days in without a decision or communication. 


Sincerely 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