Consumer complaint received 2019-10-22
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I received multiple charges on my LL Bean MasterCard for  XXXX XXXX XXXX. I caught the fraudulent charges this summer. 
1. I contacted Citi-Bank in XX/XX/XXXX, that operates this credit card, and made it clear that I did not make nor did I ever authorize any charges for these purchases from this company. 
2. The issue has been strung out over a number of months by LL Bean Citi-Bank MasterCard. 
On XX/XX/XXXX, I talked with XXXX, Team # 3 member, out of XXXX, Idaho. He told me that I was charged {$54.00} in interest for the disputed amount and that it would credited in a future statement. He told me that the person that originally handled things with this matter had submitted it wrong and he apologized on behalf of the credit card company. He requested that I call the Security Department on XX/XX/XXXX. 
That day ( XX/XX/XXXX ) I called and talked to XXXX, located in Tennessee, at about XXXX XXXX. He admitted that " they ( Citi-Bank ) had " dropped the ball. " He told me that the {$990.00} would be definitely removed within a day or two. He told me to take the amount off my current credit card statement when paying it. He also told me that I had overpaid interest that was charged to me and that it was an error. 
On XXXX I was called by XXXX from the Citi Bank Executive Office. XXXX told me that she represented the Presidential Office and the CEO of Citi-Bank, " the highest level. '' as she said. She apologized for how I'd been treated as a customer and told me I'd get {$100.00} in Bean Bucks, which I never did. She told me that I would not be liable for the charges.I replied, " That sounds good. '' 3. ) After being told that I was not liable for the charges. On XX/XX/XXXX I received a letter from LL Bean Mastercard Security Operations dated XX/XX/XXXX. It stated : We have completed our investigation regarding your claim of unauthorized use on the above referenced account. Based on our review, we have determined that you are responsible for the charges in question. It continued : " Our decision was based, in part, on the following : The facts and/or information reviewed as part of the investigation does not substantiate the claim of unauthorized use. It stated that my account was being re-billed and that their investigation was complete. They threatened that if I didn't pay at least the minimum amount on the billing statement that they could report my account past due to credit information services. The even listed XXXX, XXXX  and XXXX along with their addresses. 
The investigation and decision period was less than two weeks after my call from the Citibank Executive Office apologizing for how things were handled and how I was treated as a customer and telling me I was not liable for these charges.

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 explanation