Consumer complaint received 2023-10-10
Company: CITIBANK, N.A.
State: CA
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:
I am writing to file a formal complaint against Citibank regarding a series of fraudulent activities and the subsequent mishandling of my accounts. The timeline of events is as follows : On XX/XX/XXXX, I noticed fraudulent charges on my Citibank debit card and promptly reported the issue to Citibank. I also requested a new debit card and contacted the stores where the fraudulent charges occurred to report the issue. 

On XX/XX/XXXX, I had a three-hour phone call with XXXX XXXX ( claiming to be a higher-level Citibank employee in the fraud department ) at XXXX. During this call, we went over each fraudulent charge. XXXX assured me that seven of the charges had been reported and were in the process of being investigated. She also assured me that my Citibank credit card was not affected. However, during this call, she accidentally forwarded my personal cell phone number to Citibank 's hotline for XXXX days, causing me to miss important voicemails. Furthermore, my Citibank online account was locked, and despite assistance in resetting the password, it did not work. I was informed that someone using a XXXX XXXX phone had been utilizing mobile pay with my debit card. 

On XX/XX/XXXX, I received an incoming call from Citibank at XXXX, which lasted only one minute. 

On XX/XX/XXXX, I made two separate one-hour phone calls to XXXX. During these calls, I was told that my debit card balance was {$2900.00}, and my account moving forward was safe. 

On XX/XX/XXXX, I attempted to log into my newly established online account using the temporary provided password but it was incorrect, and I could not access my account. 

On XX/XX/XXXX, I visited a Citibank branch in XXXX XXXX, CA, where I spent XXXX hours with a banker, reporting the fraud once more. 

On XX/XX/XXXX, I visited a Citibank branch in XXXX, CA, where I spent XXXX hours with a banker, XXXX XXXX, reporting the fraud again. I also reported a fraudulent claim for a {$13000.00} loan. Following this visit, my account had multiple issues. In order to activate the replacement debit card, I inserted it into the ATM and created a new pin. However, immediately after the transaction, I was locked out of my account. At this point, my checking balance was {$14000.00}, and my credit card balance was {$18000.00}. I also received a missed call from CITI at XXXX during this time. 

On XX/XX/XXXX, during my third in-person visit to Citibank in XXXX XXXX XXXX CA, my ATM card did not work at the ATM. I spent XXXX hours with banker XXXX XXXX, reporting the fraud once more. 

On XX/XX/XXXX, during my fourth in-person visit to Citibank in XXXX XXXX XXXX CA, I spent XXXX hours with banker XXXX XXXX XXXX XXXX the fraud once again. During this visit, my credit card was officially canceled, and I was informed that I would not be able to access credit card information for four business days. I was advised to call the XXXX XXXX XXXX at XXXX to identify and dispute fraudulent credit card charges. I was also informed that they would handle the investigation of the fraudulent activity, and resolution could take XXXX months. 

On XX/XX/XXXX, I called the XXXX XXXX XXXX at XXXX for XXXX minutes. They instructed me to call XXXX, but they connected me to a different department. Following the call, I received three missed calls from a suspicious-looking CITI number XXXX XXXX ). 

Throughout this ordeal, I have noticed multiple mobile purchases using my debit card and Citibank credit card, from a XXXX XXXX phone. Not only do I not use this type of phone, I explicitly told the rep on XXXX to make note of this fact in my account to prevent further fraud by the XXXX owner. It has continued however. 

I am deeply concerned about the handling of this situation by Citibank, which has not only resulted in significant financial losses but also a grave breach of privacy and security. 

I have experienced numerous financial setbacks, including : I am facing substantial financial losses due to unauthorized charges, including a {$13000.00} loan taken out in my name. The fraud and stress have left me in a dire financial situation, forcing me to take a cash advance from another credit card, borrow money from friends, and incur significant fees associated with these actions. The fraudulent charges and the credit card loan have severely impacted my credit score, my ability to make major purchases, and increased the cost of future credit. I have spent countless hours trying to resolve this issue, impacting both my personal and professional life. The time spent on calls, branch visits, and the emotional distress have affected my work and personal life. 

I've tried everything possible with dealing with Citibank directly and need help. I can not afford a lawyer.

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