Consumer complaint received 2023-06-19
Company: CITIBANK, N.A.
State: PA
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:
I was notified via text and email on XX/XX/XXXX that my Citibank Credit card was used for fraudulent purchases. Upon being notified I called Citi, confirmed the charges showing to be fraudulent, and had that credit card closed. From there, the charges showed to be in dispute status, and cleared through the Citi app a few days later as taken off my credit card statement. A week later my new credit card arrived and life moved on. 

In mid XXXX, I received a VM from what sounded like spam saying I needed to confirm the charges again to be fraudulent. As I did not recognize the number and was suspicious of the call, I thought the best course of action was to call my credit card company directly using the number on the back of my card. When I connected with a customer service rep and asked what further was needed, they responded that everything looked good for the case, and no further action was needed on my part. 

Early this month, one of the fraudulent charges showed back up on my credit card for the amount of {$1700.00}. XXXX was listed as reverse charge from XXXX 's in North Carolina. I called Citi on XX/XX/XXXX to ask why this was reissued. They stated at the time that the merchant ( XXXX 's ) has disputed the fraudulent claim so they had to reissue the bill. They asked me further questions regarding this charge, of which I confirmed it was not me or my wife 's doing. They said it would be resolved within 48 hours. On XX/XX/XXXX I called again to Citi, as the charge is still showing on my account. I spoke to supervisor XXXX XXXX and asked why this had not been resolved. She said when they have a merchant fight a disputed charge, the charge can be reissued and she can not remove it until a 3rd party company confirms it was fraudulent. She admitted on the call that this looks pretty cut and dry, and said she would email her team to have the charge credited. As of this morning, XX/XX/XXXX, it still shows on my credit card. 

In Citi 's report initially, it show someone used my wifes name and our credit card to order sprinkler equipment online from XXXX 's. It looks to then have been picked up at a location in Florida. The customer name on the order is not ours, with a different email and phone number used. The report says that XXXX 's checked ID but did not capture signature. If they checked ID, there is no way they could have confirmed being my wife or I. Attached is a copy of this report. On page XXXX its pretty clear the customer is not me. 

XXXX XXXX at Citi gave me her email as XXXX. She said to put in the subject line her name so she gets the email. I need help getting this removed from my credit card, as my statement comes due on XX/XX/XXXX, and I don't want this fraudulent charge a part of it with subsequent interest attached if I don't pay. 

Your prompt response to this matter is greatly appreciated. 

XXXX XXXX - Citi Double Cash Card Owner

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