Consumer complaint received 2023-03-13
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: Card was charged for something you did not purchase with the card

Complaint:
While checking my AT & T Universal Citi Bank Master Card online account, I found 12 charges totaling {$3500.00} that were not my charges. Me and my wife have these cards and no one else. We have both had them in our possession and no one else had access to them. All of these charges were at several different XXXX XXXX XXXX around the XXXX XXXX area. Neither me or my wife have been to the XXXX XXXX area in several years and have never been to any of these XXXX XXXX XXXX 
I contacted the Master Card Citi Bank Security and reported the charges. While making contact I found that my Security Code acces name had been changed which I did not do. I also found that a new address and phone number had been added to my personal information. This also was not changes that I had made. The address that had been added was in XXXX XXXX which is near XXXX XXXX and where some of the charges had been made, at the XXXX XXXX XXXX XXXX. I told the security people that the security code, address and phone number was not mine and to remove them. They cancelled my card and issued a new one. 
After receiving my new cards, a few days later I activated them and later checked my online account and found that four charges had already been put on my account that was not mine. Charges totaled {$1200.00}. These charges were made before I activavated my cards. Again, me and my wife had the cards continuously and had neither been around the area where the charges were made. I again contacted the credit card security to report the charges and found that the bogus security code had not been removed. Also the XXXX XXXX address and phone number was still there. After security cancelled my old card and issued a new one, they forgot to remove the information that had been added by the thief. When they mailed out new cards, 2 cards came to my address and one went to the thief 's XXXX XXXX address. I stayed on the line with security until they could tell me that the bogus information had been removed. They insured me that I would not be held responsible for any charges that were not mine. 
My next contact with Security was when they advised me that I would be responsible for paying for the charges because they found that the charges were made with a computer chip in our credit card which is my responsibility. I told them that it was likely that a chip in a credit card did make the charges as they mailed the thief a credit card on my account. They seemed to have difficulty connecting the credit card being sent to the thief and my credit card chip being used to make the charges, or possibly didn ; t want to address sending the thief a card. 
My next two contacts with Security remained that I would still be responsible for paying for the charges as their investigation revealded no fraud. 
I have no intention of paying for any fraudulent 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 monetary relief