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Main location360 E Magnolia Blvd Burbank California 91502 US(818) 748-9046
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The reason I contacted the Citibank wire fraud department was not answered for like the 5th time out of 8 times I’ve contacted them regarding this matter. While i was at work, on the morning of March 18, 2021, I became a victim of someone hacking into my online banking, listing themselves as a payee and made several transactions transferring money from my checking and savings account to another account. Being that I had email notifications set up, I was able to catch it before all of my funds were depleted and contacted you all to which you blocked the account and informed me to go to the nearest branch to open another.
After work, I attempted to contact the fraud department to find out the damage that had been caused, how would my money be recovered, and if there was anything else required of me to do. While on hold during the first two attempts the call was dropped. The third time I was hung up on by the representative. Frustrated, I went into the Burbank branch explained what was going on but was told I would need to schedule an appointment to open a new account and someone would contact me before they closed. I never received a call. Finally, I talked to a rep by phone and explained everything again and he told me that he sent an email to a manager at the Burbank branch to contact me by the end of the day tomorrow, which would be Friday, to schedule me an appointment to come in and open the new account. I didn’t receive a call at all the next day and waited until almost end of business day to just go back into the branch.
That evening, I arrived at this Citibank branch in Burbank, CA which wasn’t so busy as it usually is and once I got to the clerk and explained why I was there, that I hadn’t been contacted and what I needed to do, there was minimum care about my issue and no sense of urgency at all. I explained to them how much of an inconvenience it’s been and how I couldn’t access any of my money and wasn’t going to wait another day to be able to access my money and then they had someone to help me shortly after.
Here it is almost three months later After opening the new checking and savings account and I’ve heard nothing from you all regarding a solution to the issue. I’ve filed a local police report, FBI report as well and faxed all the documents over to the wire fraud department as asked and every time I contact you all it’s a struggle to get someone on the phone that knows anything. One representative even told me “not to count on receiving my money back” actually to plan on not getting it back because we don’t really ever get people their money back in situations like these.
I’m getting married in a couple months, as the money that was stolen from me was for wedding costs and I would like to have that money back. I would like to receive some type of contact, that I didn’t have to initiate, from Citibank about this. In the beginning I was told that I would receive letters in the mail informing me of what’s going to be done and how I would get my money back. I HAVENT RECEIVED ONE LETTER OR PHONE CALL YET! I’d like to feel as if this is important to you all as it is to me, especially with me being a loyal customer with this bank for almost 5 or 6 years now. I WOULD NOT RECOMMEND ANYONE TO BANK WITH CITIBANK AS I WILL BE TAKING MY MONEY ELSEWHERE.
