Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #5840157

Complaint Overview

Complaint ID: 5840157

Company: Citibank, N.A.

Product: Money transfer, virtual currency, or money service

Sub-Product: Domestic (US) money transfer

Issue: Other transaction problem

State: New York

ZIP Code: 11725

Date Received: 2022-08-03T12:00:00-05:00

Date Sent to Company: 2022-08-03T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

My bank account was compromised via identity theft on XX/XX/2022 and a fraudulent transfer was made from my bank account via XXXX in the amount of {$3200.00} at XXXX, Citibank alerted me through my Fraud Alert Prevention of this " suspicious transaction '' via email at XXXX and declined the Online/Mobile P2P Transfer. Subsequently 2 other Citibank email 's was sent at XXXX that they've blocked my Online banking account User ID for my security which was to prevent the fraud from occurring. At XXXX, i was alerted via Citibank Text Alerts about the Fraudulent XXXX and if I had authorized it. Since I was driving to Kentucky with my son, I hit both # 1 and # 2 on my phone at XXXX in response. They texted me back the following 2 texts at XXXX Free Msg Citi : Your transaction was declined. Please retry. Your account is ready to use. And a second similar text message to contact the Citi Fraud department at XXXX. I logged into my account via the Citibank App on the road traveling to Kentucky ; approximately in Ohio. I saw the transaction as " pending '' and called the Fraud department approximately XXXX and was transferred to several agents as the call lasted exactly an hour and five minutes and 44 seconds. After I got off the phone with Citibank, I saw an email from Citibank at : XXXX stating that " I, sent {$3200.00} to XXXX XXXX after repeated communications they declined to authorize the transaction related to suspicious activity of what they claimed had come from an IP address from Florida and/or Virginia of which was never authorized and to whom I have no idea of such person. At XXXX ; I received an email from Citibank stating that the " Payee ( s ) on my account was updated and under it it said " Removed '' however their was " NO Name '' of anyone that was removed ''. I would have also received a prior email from Citibank, of which I DID NOT, adding this person " XXXX XXXX '' to my bank account ending in XXXX as a payee of which I don't have nor have I authorized. It's currently pending investigation under XXXX. My identity and my funds were stolen and I would like to hold all parties responsible for their actions or lack of actions as it is a criminal offense. Subsequently, on XX/XX/2022 I receive another email alert from CitiXXXX at XXXX stating that they to have have " identified and flagged this as possible suspicious activity on my checking account. Yet the funds were released and processed by Citibank, hence it was their internal fraud protocols that failed them and I should be fully re-imbursed for {$3200.00} of what was stolen out of my checking account.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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