Consumer complaint received 2025-02-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
GRAND-LARCENY AGAINST ELDERLY - CITIBANK Forty-two checks, totaling almost {$22000.00}, were cashed a second time, at Citibank from my XXXX XXXX XXXX mom 's bank account. 
This past late XXXX, when I began to assist my XXXX XXXX XXXX Mom with her banking, as her legal POA, we discovered that a former aide appeared to be redepositing checks, with no alternations on the date, no changes in signature on the front of the checks. Citibank, unbelievably, paid out a second time, ALL XXXX CHECKS, with the last XXXX being done in the middle of the night. 
XXXX went to the bank on XX/XX/XXXX and showed all the copies for when the checks were originally cashed, and when they had been paid out a second time despite the dates being as far back as XXXX. I explained that my mother was now in need of XXXX round the clock health care aides, and that her money was needed to pay the salaries. I was reassured I would hear back in 14 days. After the bank, I went immediately to the local police department, and a case file of XXXX XXXX was opened. 
I returned to the bank several times. No XXXX even came to talk to me. Phone calls only accepted voicemail.. Still, no word from Citibank. I filed a complaint with New York XXXX XXXX. of XXXX XXXX, which is when, after I spoke with a state person, I finally received a call from Citibank 's corporate office in Texas. Again, it was limited as they claimed I had no POA, despite my offer to have the form faxed from my mom 's attorney. Finally, we received a check covering only XXXX checks. The claim was " it is beyond our threshold to return or adjust the check transition posted on the above mentioned. " Amazingly their software has the threshold to pay out checks twice to a thief, no problem. And it is the responsibility of the account holder to realize that Citibank isn't watching how many times Citibank deposits a check, years later? 

My beautiful mom passed on XX/XX/XXXX. During the night before her burial, I called while I saw yet XXXX more were pending... but I was told there was nothing they could do. The employee stated they had nothing on file that i was the POA for my mother. ( They HAD to have it XXXX of Attorney, which is proven by the fact that I signed the complaint, in the bank, on XXXX XXXX, XXXX, with the paperwork right in front of them. Of course, once my mom passed it now went into estate mode. 

I did keep trying to talk to Citibank corporate, and did let them know my mom had passed, but they claimed they couldn't speak with me. They said a check for part of the claimed amount would be sent. It was, but not to XXXX of my mom. Also, it is a fraction of what is owed. When I sent copies of the bank 's admission of all the checks, with numbers, they had redeposited, and paid out, along with their refusal to make full amends, the state said they could not force Citi to comply but that I should go to the Federal level via Consumer Financial Protection Bureau. 
This has been such a trying addition to a time when our total focus was, and needed to be, with my mom and her health. It is appalling that Citi is so cavalier about what they've put us through, and continue to do so..

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