Consumer complaint received 2023-11-10
Company: CITIBANK, N.A.
State: FL
Product: Credit 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:
ImI am writing to express my deep concern and frustration regarding a fraudulent activity that occurred on my XXXX credit card on XX/XX/2023, during my visit to XXXX, XXXX. Despite my best efforts in reporting this incident promptly, I am disheartened to note that the matter remains unresolved for nearly three months. 

On the day in question, I was in XXXX, XXXX, for work. I had taken a taxi from my hotel to the airport as I was preparing to depart. When it came time to pay the taxi fare, I presented my XXXX credit card to the taxi driver. However, the driver informed me that the card did not work on their terminal. Consequently, I had no choice but to pay the fare in cash, which amounted to {$650.00} XXXX pesos. At that moment, I had approximately {$24.00} in cash with me, and I settled the fare promptly. After paying the taxi driver, I proceeded directly to the airport security checkpoint in order to catch my flight. 

To my shock and dismay, a mere five minutes later, I received an email notification from XXXX informing me of a transaction totaling {$1700.00} with a merchant that I did not recognize or authorize. Immediately recognizing the severity of the situation, I contacted XXXX 's customer service and reported the fraudulent transaction. I followed the prescribed protocol and diligently provided all necessary information and documentation to support my claim. 

In the days that followed, I maintained regular communication with the bank, providing any additional information or documentation as requested. However, despite my cooperation and adherence to the established procedures, it is deeply disheartening that this matter has not been resolved as it should have been. I find it both unacceptable and distressing that I continue to grapple with this situation, especially given the clear evidence that I had already paid the taxi driver in cash and I can not believe the absurd of this case. 

I implore you to treat this matter with the urgency and seriousness it deserves. The delay in resolving this issue has left me feeling not only unfairly treated but also unsafe, as I had acted promptly upon noticing the unauthorized transaction through my mobile app Notification Center. 

I am willing to cooperate fully and provide any additional information or documentation necessary to expedite the resolution of this matter. Please understand the gravity of this situation and the impact it has had on my financial security and peace of mind. I urge you to take immediate action to investigate this incident thoroughly and rectify the fraudulent charges on my account. 

I have attached all relevant documentation once again to this letter for your reference. I kindly request that you prioritize this case and provide me with a prompt and satisfactory resolution. Additionally, I would appreciate regular updates on the progress of the investigation. 

I want to emphasize that I have no additional proof to provide beyond what has already been submitted. Since I paid the taxi fare in cash, there is no digital transaction traXXXX to follow. I had no choice but to use the cash I had on hand at the time. Additionally, I requested a digital receipt at the time of payment, but upon closer examination, it appears that the receipt provided was from a different individual, further corroborating the fraudulent nature of the transaction. 

I trusted in XXXX 's commitment to customer satisfaction and its dedication to addressing issues such as these promptly and effectively. I hope that, with your assistance, we can swiftly resolve this matter. 

Thank you for your attention to this pressing issue. I eagerly await your response and a swift resolution to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX.

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