Consumer complaint received 2023-05-09
Company: CITIBANK, N.A.
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit 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 received a paper statement from Wayfair in the mail which had fraudulent charges. I immediately called Wayfair customer service and a fraud investigation was opened on my behalf. Since that investigation was opened, Wayfair determined that fraudulent charges were in fact made and removed those charges, but they have failed to remove all related fees and interest and continue to refuse to do so. I now continue to receive billing statements in the mail with the with the related interest and fees, and now am receiving calls from debt collection agencies. I have called and emailed Wayfair numerous times over the past several months and they refuse to handle or even respond to this issue. 

Additional details regarding this matter are as follows : Wayfair Billing Statement Closing Date XX/XX/XXXX ( received XX/XX/XXXX ) : Containing {$86.00} in fraudulent charges. 
Fraud report submitted XX/XX/XXXX via telephone. 
Letter dated XX/XX/XXXX : Wayfair opens a fraud investigation claim on my account Letter dated XX/XX/XXXX : Wayfair advises that they have " adjusted the Minimum Payment Due '' on my account while the fraud claim is investigated. 
Letter dated XX/XX/XXXX : Wayfair advised that they removed the disputed charges " and any related fees and interest charges from [ my ] account. '' Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$4.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$6.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$8.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$8.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) I have called countless times since then to advise of this situation and have been informed that the matter will be taken care of and the fees removed, but I am continuing to receive statements. 

My last verbal contact with Wayfair was on XX/XX/XXXX, at which time I was advised that my case was reopened, and that was the most they could do at that point. The representative at that time apologized and advised they would file a complaint on my behalf. 

On, XX/XX/XXXX, I received another billing statement from Wayfair which still contains the foreign transaction fees and accumulating interest charges associated with the underlying fraudulent charge which have yet to be removed from my account. This billing statement also indicates that my account is now 3 months past due. 

On XX/XX/XXXX, at XXXXXXXX XXXX, I emailed the information stated above in this complaint to Wayfair via email to XXXX. This message was sent with High Importance. No response was received. 

On XX/XX/XXXX, at XXXXXXXX XXXX., I forwarded the XX/XX/XXXX complaint to Wayfair at the following addresses : ( XXXX ) XXXX ; and ( XXXX ) XXXX. Again, no response was received. 

Meanwhile, I continue to receive harassing phone calls during the day from Citibank on behalf of Wayfair stating that they are attempting to collect a debt. Such calls were received on the following dates and times ( plus potentially other dates and times ) : - XX/XX/XXXX at XXXX XXXX 
- XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

There may be other dates and times prior to XX/XX/XXXX, but my call records on my phone will only go back to XX/XX/XXXX at this time. I would need to check actual phone records to identify all calls that I have received.

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 non-monetary relief