Consumer complaint received 2020-02-19
Company: CITIBANK, N.A.
State: GA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX & XX/XX/XXXX, there were a total of 3 fraudulent transactions charged to my Citibank credit card. One in the amount of {$2500.00}, one for {$2500.00}, and one for {$2500.00}. The grand sum of these charges amounts to {$7600.00}! 

All three of these charges were close in amount charged, similar type of merchant, and all three from a square reader!! Much less, they were all completed on XXXX day and on XXXX Friday, while I was at home with my family celebrating the holidays. I was not out shopping, nor was I using this card on the internet. The square reader transactions all read from some type of auto repair store or transmission repair type store. 

Upon the realization of these charges, I immediately notified my credit card bank, Citi, to report the fraudulent purchases. They have a tedious process of asking you repeatedly the same questions over and over ( like your birthday, or where you were, or if you own an XXXX, literally several times in the same conversation ). Most conversations end with " we will need to put this in for review. '' After many long and painstaking conversations with their customer service representatives, they decided I was not eligible to receive any type of victim protection reimbursement because I had admitted that I still had the card in my possession ( true ) but the merchant ( AKA the square reader merchant who is actually the thief ) used my card 's XXXX chip. They then threatened that if I did not pay this {$7600.00} they would be reporting me to the credit bureau! 

This is when I sent a complaint to CFPB. This was initially working out well in my favor. Citi sent a response on XX/XX/XXXX to CFPB stating that because I was maintaining my transactions were unauthorized that they would apply PERMANENT credits in the total amount to my account! Citi had also explained to me over the phone that they saw a note in my account that was previously missed where a replacement card was mailed to my address two weeks prior to the fraudulent charges and activated without my knowledge. This must be how someone took a physical card to use a XXXX chip to use in a square reader! 

Well, I now realize this must have just been a way for Citi to get a CFPB complaint off their list. Two days after my complaint was " closed '' in my favor, XXXX from Citibank 's XXXX XXXX department called me to " inform me they are reopening the case and that if I did not call her back within 10 to 15 business days to answer more questions in regards to this matter that they will have to conclude the investigation based on the information they have available which may result in the transactions being reversed back onto your account. '' They are claiming that they believe I am the one to have called in on XXXX XXXX to request the replacement card. So at this time, it must go back " for another review. '' What a cat and mouse game they are playing. It appears they make a final decision, that isn't really final. 

I will attach my phone log provided by XXXX XXXX XXXX to this complaint. This is the log from my phone number which they state called in to make the request for the questionable replacement card on XXXX XXXX. I only have three phone calls for that day. None are for Citibank. I do not know where Citibank gets their information from, if they make it up, or what, but I am really upset they keep pointing an untrue finger in my direction. 

I am in disbelief that a company would treat a long time customer this way. I have been a good and loyal customer with Citibank. I have never had an issue paying my bills or keeping up with my accounts. I currently have two credit card accounts with them that I will be closing immediately after this experience. I feel as though I have been treated with complete disrespect all because they do not want to eat the bill. They have lost the idea of what it means to have standards and values in how you treat your customers. I have been victimized and Citibank has not been there to help me resolve this issue. They have only added more stress with harassment and accusations. I am a senior citizen working past my prime on a limited income. I have to watch my every dollar and I will not let them push me to blow off {$7600.00}! 

Going back on your word is just out right despicable! This is a large corporation and should consider their reputation when treating their customers this way.

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