Consumer complaint received 2021-03-15
Company: CITIBANK, N.A.
State: VA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2021, I got a text from Citibank asking me if a particular transaction from a place called something like XXXX XXXX was valid. It was not a valid charge, and so I clicked the link in the text and was taken to a page that asked me whether that XXXX XXXX transaction was ok and also asked me about another transaction from XXXX XXXX. I indicated that both were fraudulent transactions and Citi 's site told me my credit card would be cancelled and that a new credit card would be issued. 

When I got home an hour or so later, I logged in to my account and saw that both fraudulent charges were still pending. I reported them both as fraudulent again and received a popup message indicating that someone from Citi department would call me to discuss the transactions. Someone did call me and what ensued was a very frustrating interaction during which the Citi representative seemed totally unable to comprehend basic information. He kept asserting that all my pending transactions were fraudulent and I kept explaining that instead only the XXXX XXXX and XXXX XXXX transactions were problematic. Eventually, he seemed to understand and I got off the phone. My new credit card arrived the next day and all seemed fine. 

On Saturday XX/XX/2021, I logged in to my Citi account to log transactions into my budgeting application and noticed that the XXXX XXXX transaction had gone through. I immediately called Citibank and had a long and frustrating conversation about the fraudulent charge and was told a credit had been issued and that I should see it appear shortly. 

I went back to logging my transactions and noticed that four transactions from XX/XX/2021 and XX/XX/2021 ( the other transactions that were pending at the time of the fraudulent transactions ) showed as neither completed nor pending transactions. In other words, Citi had messed up and let a bad transaction through ( despite three interactions with me identifying it as fraudulent ) and had instead treated four valid transactions as fraudulent transactions. 

I immediately called Citi again and spent over two hours on the phone trying to get these transactions resolved. I spoke with multiple people and each time was told that a credit would be issued for the fraudulent transaction but then the next person would always say they didn't see a credit and that they were going to put it in. Eventually I was told that the issue would be escalated and resolved. 

On Sunday XX/XX/2021, a box was delivered to my home from XXXX XXXX XXXX the merchant for the fraud charge Citi let clear ). It was addressed to someone else. 

On Monday XX/XX/2021, I logged in to my Citi account to check whether these transaction issues had been resolved. The four missing valid transactions are still missing and no credit is showing ( either pending or completed ) for the fraudulent transaction. I called Citi again to try to resolve the issue. I was hung up on twice and incorrectly transferred three times. Thus far, I have spent over five hours on the phone with Citi in the last week trying to get this problem resolved and I'm sitting on hold at this moment again waiting for yet another representative.

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