Consumer complaint received 2025-07-22 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:
b'DECLARATION OF XXXX XXXX XXXX\nRE: CITIBANK WIRE FRAUD CLAIM\nCLAIM NUMBER XXXX\n\nCitibank Fraud Dept.\n\nTo whom it may concern,\n\nOn XXXX XXXX XXXX, on XXXX XXXX day at approximately XXXX XXXX, I stopped into the Citibank branch at XXXX XXXX XXXX XXXX CA XXXX where I do all my banking. I needed to withdraw some cash for Xmas gifting. I had $XXXX in my account at the time that I withdrew $XXXX evidenced by the tellers receipt. (See Exhibit A)\n\nI left the bank and proceeded to XXXX  XXXX  which was about four blocks away to purchase some last-minute items that I needed. As I was shopping approximately 10 minutes into the store, I received a call from Citibank Fraud, which was stored in my contacts list, or so I thought it was Citibank Fraud. (See Exhibit B)\n\nThere was a gentleman who identified himself as Citibank fraud and asked if I had made two purchases in XXXX  Texas, one for $XXXX at an XXXX  XXXX  and another one for $XXXX at a XXXX. I indicated that I was not traveling, and I made no such purchases. He proceeded to say that my account was compromised, and they were going to send me a text and block the card from use. I told him that I was shopping and only had the one card with me. He said they would not block it for 15 minutes. Not thinking as I was rushed and was trying to complete my shopping and return home. I was following the direction they sent. (See Exhibits C-F)\n\nI returned home approximately 30 minutes later, when I walked in my wife asked me why I didnt answer my phone when she called, I responded that I didnt get a call from her. I opened my phone to show her that it never registered. As I opened it, the screen showed that my calls were being forwarded to a number I didnt recognize (1808-271-6250) (see Exhibit G) \n\nI immediately called Citibank fraud (See Exhibit B) and asked the representative if they had called me regarding two suspicious card transactions; they said no we were reaching out to you to verify a wire transfer. I was in shock and stated to the representative I did NOT do a wire transfer. She had mentioned that it came from a mobile wallet. I do not do any banking on my phone except to check my balance. (I dont know how to do anything else). I requested for her to reverse the wire immediately as it was only approximately 45 minutes from the time this mess started. She said she would talk to the receiving bank on the XXXX  as all the banks were closed being XXXX  XXXX  at XXXX. The representative mentioned that it was sent to someone named XXXX XXXX at a XXXX  account, Acct. # XXXX (See Exhibit H), I do not know anyone by that name. The Citibank representative then informed me that they were opening a case and were transferring me to someone with the Wire Fraud department. When they came on the line, we spoke for several minutes. \n\nI spoke with them for approximately 20 minutes, and they told me that they would mail out a form to fill out, signed and emailed back as soon as possible. I never received that form. They also mentioned that I should file a case with the FBI, which I did immediately at their office located at XXXX XXXX XXXX XXXX XXXX XXXX California XXXX  office. Also, the Citibank representative indicated that I needed to open a new account and that they were going to block the XXXX  account. When I went to my branch to open the account; during the confirmation of information, we discovered that they had also changed my email address to (XXXX) \n \nI mentioned earlier in my declaration that when it comes to doing wire transfers, I have always done those transactions at the bank, for two reasons. Number 1), I have trouble using my home computer to complete those types of transactions, so it is easier for me to go to the bank a mile away and do a counter transfer. 2) I prefer to have the receipt directly from the bank for my files. \n\nOne thing I would like to point out is that when I was at the bank to withdraw cash for XXXX  gifting, I would have completed a wire transfer there. If I was going to do a wire transfer, I would have done it at the same time I did the cash withdraw.  Another fact is that if you look at the time of the wire transfer time stamp it will align with the fraud call I was on, in the grocery store.\n\nI am very pleased to have been a part of Citibank for well over a decade and will continue my banking services with you, because of the high-quality service, care, fantastic personnel, and highest regard to our banking security. \n\nPlease feel free to reach out to me with any questions, concerns or if you require more information.\n\nThank you in advance for your prompt attention to this matter.\n\n\nSincerely,\n                                                                                            \n\nXXXX XXXX XXXX\nPresident and CEO\nXXXX\nCell: XXXX XXXX XXXX\n\nAdditional information: \n\nThese are the two phone numbers that the hackers used: \n\nXXXX XXXX\n\nXXXX 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 monetary relief