An older neighbor of mine, a Citi customer, was recently scammed through a phone call. With such a massive organization and so many teams, how does customer protection still fall through the cracks? What exactly are all those teams accountable for?
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US$3.5 Million fine for ignoring fraudulent withdrawals and other transactions out of 80 Year Old woman's accounts:
https://nypost.com/2026/01/03/us-news/citibank-slapped-with-sanctions-ordered-to-pay-nyc-3-5-million-for-alleged-fraud/
It's truly a Sh!tibank !
The neighbor is responsible. Citi can put all the controls in place it wants, but unfortunately you can’t control for client stupidity, at least not without the customer complaining there are too many layers of controls to send a simple Zelle payment. Damned if you do and damned if you don’t
@ba I think the point is that there’s a difference between Citi being directly responsible for the scam and Citi having a responsibility to protect customers from increasingly sophisticated fraud. An older customer being targeted by a scammer raises legitimate questions about what safeguards, warnings, and intervention Citi has in place—especially when large amounts of money are involved. “Citi wasn’t the scammer” doesn’t really address the accountability question.
They weren’t scammed by Citi. Citi does what it can sending emails about phishing scams etc. and if your card has fraud on it, you get the money back from Citi. Not sure what else you’d expect Citi to do in the case of a scammer targeting a customer.