Consumer complaint received 2023-10-06
Company: CITIBANK, N.A.
State: MA
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:
Citi Credit Card has lied to me. The company has allowed payments to occour on my account after specifically telling me they would not allow any charges to be made to a closed credit card. 
The issues occurred when in XXXX, I called and asked them to stop all transactions on my account and informed them that I had locked my account but was still having charges showing up. A Citi representative had informed me that this is due to it being a reoccurring charge and that Citi, would automatically allow these charges to go through. I also received an email telling me this as well. I asked to have these stopped to which he said he would cancel my card, and issue me a new one so that this would no longer happen. 
On XX/XX/XXXX, a charge in the amount of {$1100.00} was made to my closed account. This was one of two reoccurring charges that had been happening the other was a cellphone bill that did not ever show up again. The one in question is to a company that handles payments for housing rentals. I called and asked to make sure this would not happen again. They assured me that it would not and again cancelled my closed card and reissued me a new one. 
XX/XX/XXXX, Citi card again, allowed a charge the closed and locked credit card that I, again did not give out information on. The charge this time was for XXXX to a name of XXXX XXXX XXXX GEORGIA. A phone call to the credit card company again proved frustrating. They had not allowed the reoccurring cellphone bill to be processed but instead provided payment, on my behalf, to another company and could only apologize and say they would issue me another credit card. I filed a dispute for the two charges. 
XXXX came and no more charges showed up on my, still locked credit card. I contacted them again to confirm my card was not to be charged. None were again, and I filed a dispute online. Later in the month, we spoke on the phone. The company asked if I had ever done business with them. I told them not directly but a second authorized user had and that it was irrelevant because the cards were closed and locked and I was specifically told that they would not allow any reoccurring charges to be made in the future. My cards had remained locked and all new cards in my possession. I asked them to verify that all the cards were locked each time they authorized payment and check the voice records of the representatives telling me no futher charges would be made to my account. Today I logged onto the app and see that the disputes have been settled. They denied my claim. They lied to me and are extorting me. They gave out money they are now charging me for after telling me they would not allow any payments on my behalf. 
To add to this, the payment amounts have been fluctuating and I had not caught an allowed payment prior to this while my card was locked that I did not dispute though I am dismayed it was allowed.

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