Consumer complaint received 2022-05-15
Company: CITIBANK, N.A.
State: TX
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:
I would like the interest charges associated with the {$1300.00} in fraudulent charges on my Citi Card to be deducted from my account. 

On XX/XX/XXXX, my daughter and her friend ordered XXXX XXXXhrough the friend 's app on the friend 's phone. My daughter gave her our credit card number to make the purchase. This purchase was allowed by me and this charge is not being disputed. 

From XX/XX/XXXX until XX/XX/XXXX, there were 32 additional purchases on the friend 's phone through the XXXX app that we did not know about and did not authorize. The total amount of all these purchases was {$1300.00}. 

When I realized on XX/XX/XXXX, that all of these purchases took place, I called Citi at XXXX and spoke with XXXX and had him shutdown the card. 
I called the local XXXX and talked with XXXX, the manager XXXX I wanted to see which charges belonged to us ( since we eat there occasionally ) and which ones did not. XXXX was able to tell me which ones were done through the app and which ones were done at the restaurant. He also emailed me a copy of every receipt ( fraudulent and authorized ) for all the purchases made during that time. 

On XX/XX/XXXX at XXXX, I called Citi and spoke to XXXX XXXX She recommended that for the payment due on XX/XX/XXXX, I pay the amount due minus the disputed charges and she gave me the direct number to the fraud department. 

On XX/XX/XXXX at XXXX, I called Citi and spoke to XXXX to follow up about the letter I received saying that Citi closed the case and that the charges of {$230.00} will remain on my account. I wanted to know why they closed it and why the amount was only {$230.00} instead of the full amount for all the charges. The letter said that we provided the merchant with our account information. We provided it only for the purchase on XX/XX/XXXX, not the other 32 made on the friend 's phone. XXXX said that the case would be reopened and that we would get another letter informing us of the outcome. 

On XX/XX/XXXX at XXXX, I called Citi for an update and no one answered. 

On XX/XX/XXXX at XXXX I called Citi again for an update. When I called the fraud number, the message said that the case has been closed and to call back at a later date. I immediately called Citi back at their Customer Service number and reached XXXX who transferred me to XXXX. As I explained to her the situation and that I needed to have the case reopened, she recommended that I put it all in writing and attach any receipts and send it to Citicard, XXXX XXXX XXXX, XXXX XXXX, SD XXXX Attn : CitiBank Fraud Department. 

On XX/XX/XXXX, I spoke to XXXX at the other XXXX location where food was also purchased and got the three remaining receipts. 
I finalized my letter with all my receipts and mailed my packet on XX/XX/XXXX. 

On XX/XX/XXXX XXXX called for status. XXXX said that there were no updates and they were still reviewing my letter. 

On XX/XX/XXXX : XXXX called for update. Spoke to XXXX. Got hung up on. 
XXXX called again and spoke to XXXX XXXX? ). Put on hold for 11 minutes and then hung up on. 
XXXX called back. Spoke to XXXX and who transferred me to XXXX. I was put on hold for 22 minutes and then hung up on. 

On XX/XX/XXXX XXXX called back, was put on hold two minutes and hung up on. 

XX/XX/XXXX XXXX called back, spoke to XXXX and transferred to XXXX XXXX I asked if they received my documents and she said that it did not show them as having been received. That was incorrect because someone had received them because my signature confirmation from the USPS showed that someone received it. 

On XX/XX/XXXX XXXX, spoke to XXXX who transferred me to the Fraud Department XXXX I was on hold 12 minutes and then she hung up on me. 

At this point, I determined that Citi was not reopening my case. I would now like the finance charges associated with those purchases removed from my account.

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