Consumer complaint received 2024-01-18
Company: CITIBANK, N.A.
State: WV
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Hello On XXXX XXXX, I had my daughter set up an account with CFPB and had her assist me submit a claim regarding my Citi Credit Card. She opened an account on my behalf and filed the claim and it was assigned ID XXXX. Since my daughter 's email address and phone number we listed in my claim, it was rejected with the following reason This complaint lists someone the company does not recognize as their customer or their customers authorized representative. I called a CFPB representative to see why my claim was closed and I was told that I need to create my own CFPB account and only use my information and submit a new claim. I followed the guidance from the CFPB representative and created an account with my email and submitted a new claim on XX/XX/2023 ( ID XXXX was assigned ). A few days latter I received a notification that This complaint appears to be about the same issues as a complaint weve already processed for you. The complaint number for the complaint weve already processed for you is XXXX. This repeat complaint is now closed. There will be no further action on this complaint. 

I called a CFPB representative AGAIN and was told to submit a new claim since Citi bank rejected the first two. I would like to reiterate that Claim XXXX was closed ( since I had my daughter help me ) so claim XXXX was NOT a duplicate but was rejected by Citi anyways. In accordance with CFPBs guidance I am trying to submit this claim ( since my first 2 were closed without being investigated ) so I can finally get some assistance. This is a prime example of the XXXX  I have been dealing with at Citi. This issue has been outstanding since XX/XX/2023! I am XXXX XXXXXXXX XXXX and this is causing me a great amount of stress! 

Some details of my issue with Citi are as follows : My account with Citi was hacked and someone purchased several XXXX dollars worth of charges in XX/XX/2023. I filed a dispute, paid for all the items I purchased and cancelled my card. Citi sent me a new credit card with a new number. I told them I did not want the new card and they told me to destroy it. I destroyed the card but Citi added two of the fraudulent purchases that were being disputed onto the new card ( one for Home depot in the amount of {$210.00} and one for XXXX in the amount of {$89.00} ). This was in XX/XX/2023. I informed Citi that the two charges on the new card are fraudulent and that I never authorized the new card. On top of that, Citi is still charging me monthly interest for the two fraudulent purchases they moved to the new card ( they now say I owe {$470.00} ). I have called Citi numerous times, I have written letters and been on hold for many hours. Citi says the charges are under investigation but continue to charge me late fees and interest. I am concerned my credit score will be affected! I am XXXX XXXX XXXX and I feel they are trying to take advantage of me. I have done everything and nothing is getting this resolved. can you please help?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief