To whom it may concern I am writing in regards to the $37,000 (approx) that has been fraudulently taken from my account. I’d like to take this time to outline what has happened. On approximately the 19th of September I received a text from my sister Kim Gosling (who manages my accounts as work away on oil rigs) saying that i had spent a lot of money that week. I found this quite strange as i had hardly left the house that week due to the fact that i had spent that week at home with a bad back. I responded with no i havent and she then started to message me specific transactions and i did not recognise any of them and i then realised that someone had accessed my accounts fraudulently to the sum of about $7000. I immediately contacted the bank and had that card deactivated and another card sent out. The new card arrived and it was not long before my sister noticed that the fraudulent transactions were continuing on the new card. So i called the bank once again and had that card deactivated and yet another one sent out. The third card arrived and it wasnt long before my sister called me in a panic stating that the fraudulent transactions were still continuing and not only that the unauthorised transactions had spread to my home loan and approx $26,000 had been transferred out from my home loan. Once again i contacted citibank straight away and all of my accounts were frozen. While i understand why this had to be done it happened at a very inconvenient time when at 9pm at night i had just filled my car with petrol and then couldnt pay for it. I called citibank from the petrol station and there was no reasoning to allow me to pay for it. I had to call a friend to come and pay for my petrol for me. As days went by i continued contacting citibank and i kept getting the run around and kept on hold for ridiculous amount of time. One thing that Citibank kept stating was that they needed me to identify the fraudulent transactions on my statement so they could re credit my account. I was not due for a statement for a while but i had asked for a statement to be sent out in one of my first phone calls weeks ago and when i received it it was for the wrong date period. I got frustrated with not getting anywhere with citibank they were not returning my calls and not communicating with me at all so the next day i drove 2 hours into citibanks camberwell office where i spoke to winnie who was probably the most helpful citibank employee that i had talked to so far. She printed off all my statements and i sat there and highlighted all the credit card transactions that i believed were not mine but had to take my home loan statements with me as i had to communicate with my sister to confirm what transactions were fraudulent for those particular accounts. She contacted the fraud department and we set up a password that only i would know so i could be identified whenever I called Citibank. I was told that i would have the money reaccredited into my account within 3 business days and that was over a months ago. I have a friend who works for the fraud department with the NAB and i contacted her to find out any advice she had and she was appalled in the way that citibank were dealing with this and said that citizen should have immediately shut down all accounts and re issued me with new ones with all monies re credited within days of my first report. I was also advised that i should had been advised to contact veda to have a credit alert sent to me if anyone attempted to apply for credit under my name. Around this time i also reported thew matter to the carrum down police where i filled out a fraud assessment form and i passed on the incident number to citibank Over the coming days i received a letter stating that my credit card limit was increased from $15,000 to $22,500 neither myself or my sister had requested this. I also received another letter stating that phone banking had been set up on my behalf and once again neither myself or my sister had requested this. Also on the 12/13th of october which was around the time the $26,000 was transferred from my home loan my sister had trouble accessing net banking and she contacted citibank during this time trying to gain access. Im not entirely sure how it was worked out but she did manage to sort this issue out her number is xxxxxxxxx her name is xxxxx Gosling and she is more than happy to speak with you on this matter and i authorise her to Over the coming days my sister was also receiving one time pins that she had not requested by any sort of transaction and she thought it was me and i have reported this to citibank. I have since had my accounts unlocked but have not had any money re credited. It has been around 7 weeks since i first reported this and i have had nothing but the run around and false promises of a call back. I have lost count of how many times i have called and been put on hold only to be told that my call will be returned within the ay but never actually receive the call. This has caused me an enormous amount of stress and depression. I have since lost my job and have been living off my credit card as i have no disposable income in any of my accounts since they were cleaned out. I am paying interest on money that i have not used and i have a mortgage repayment just about due that i can not afford to pay because citibank has to date not reimbursed me a cent. I also now have many overdue bills that i can not pay for the same reasons and i have just about reached the limit on my credit card and once this limit is reached i will have no money to live on. I am furious with the way this has been handled and i am now more annoyed with citibank than i am with the people that conducted the fraud. I have never been treated so badly or had such a lack of communication with any business that i have ever dealt with and i think this appalling. I would like you to start working with me here and call me but this time dont tell me you will have an answer in a few day and then not call once again because i no longer can wait a few days i need action NOW! I have reported citibank to the australian financial services ombudsman as i just dont believe i am getting anywhere with citibank and do not want to see this sort of treatment given to any other customer. All i want is my accounts secure and for citibank to reimburse my money along with any interest i have accumulated due to this activity. It would be nice if you called me frequently also to let me know the progress of the situation. I feel if i do not get any cooperation soon i will have no choice but to go to the media with this issue. I am sure with the scale of it and way it has been handled they would be very interested in the story. Please contact me asap and start helping me with this matter.
Posted on: Sun, 09 Nov 2014 01:37:26 +0000
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