December 2014 Confidential and Proprietary Confidential and Proprietary Citi Fraud v Identity Theft Confidential and Proprietary Citi defines fraud as identity theft or unauthorized charges ID: 734502
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Citi fraud/identity theft TRAINING
December, 2014
Confidential and ProprietarySlide2
Confidential and ProprietarySlide3
Citi Fraud v. Identity TheftConfidential and Proprietary
Citi defines fraud as identity theft or unauthorized charges.
Citi is legally required to investigate all fraud allegations made to it or its attorneysSlide4
Fraud Allegations Confidential and Proprietary
A fraud allegation exists when the customer says
This is not my account or I did not apply (identity theft)I did not make or authorize the charge or charges (unauthorized charges)
For allegations of fraud, the vendor should do the following:Complete as much of the “Citi Recovery Fraud Handling Form” as possible. Once the customer has claimed fraud the Firm has 10 business days in which to forward documentation completed and obtained to Citi.Collection efforts must cease until investigation is completed.
Forward any correspondence that has been received along with the “Citi Recovery Fraud Handling Form” to Citi at the address below using a nationally recognized courier to “overnight” the forms and documents.
Citibank, N.A. ATTN
: RFCC
GROUP, 11500
NW Ambassador Dr. 4th
Floor, Kansas
City, MO 64153
Or fax the documentation to
: (
877)
825-1726 Attn
: RFCC (Recovery Fraud Claim Coordinator)
Citi will complete its investigation within 60 days.
Note:
The Firm is required to stay all legal proceedings until the fraud investigation decision is communicated.
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Product Specific RequirementsConfidential and Proprietary
Citi Mortgage:
Notify your Litigation processor of the claim and update VendorScape.Citi
Financial:Email to CFSEscalations@citi.com or overnight the form and supporting documents to: Compliance Program Office Citi 6400 Las Colinas Blvd. Irving, TX 75039 Mail Stop CC3-92
Business
Banking:
Send the form through Secure Email to
cbnautilitiesrecovery
@citi.com
.
Student
Loans:
If a borrower / cosigner allege fraud/unauthorized use at any stage of the litigation process,
F
irms must send out a Citibank Student Loan Fraud Affidavit to the borrower or cosigner.
Once the Fraud Affidavit has been completed and returned, the account will need to be reviewed by Student Loans - Collections to determine if fraud is actually involved before the
F
irm can proceed with litigation or return the account.
The Fraud Affidavit must be sent via Secure E-mail to the Support Unit for investigation. During the investigation the
F
irm must return the account to Student Loans - Collections.
Macy’s:
Send the form via fax to the Macy’s
Support
Unit 800-417-2698
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Questions?