Consumer complaint received 2023-11-09
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have made numerous telephone calls to XXXX XXXX Customer Service since XX/XX/XXXX. It all started when I received a text alert for a {$20.00} reward for a purchase I did not make. It was on XX/XX/XXXX at XXXX. I have not used my XXXX 's XXXX since XXXX of XXXX ( promotional purchase ). Nothing shows on my account online. I called the card company. I was told by the representative that my account is secured, " there are no new charges ''. My card is locked. I asked for the reason. I was advised to call the next day when the offices are open. I did just that. I was transferred to the department that supposed deal with credit card issues. The first person I spoke with was a man who kept putting me on hold because he was on another line with a customer. Questionable. When he finally talked to me he did not listen. I voiced my concern about the rewards notice I received for a purchase I did not make. Next thing I know, I was on hold again and another person picked up my call. I was transferred me to the Rewards Department. I had to reexplain my situation. I was transferred to another department that verifies information. I explained my concern to the lady on the other line. I was assured my account is secured. " No fraudulent charges ''. I was asked to verify my information then I was told that my card is no longer locked. I could start using it. I asked why it was locked and for her to make sure there is no fraudulent charge. I was again assured, " no fraudulent charges '', and that the verification is a routine check. Several hours later, I received another text, this time for {$10.00} rewards for purchases. I looked at my account online. There was one charge for almost {$400.00}. I disputed that amount online and called again the next day. By that time, two more charges have gone through. Total fraudulent charge was {$1000.00}. I emailed and called numerous times for the next 4-5 weeks. I tried to prevent fraudulent charges from going through to my account. NO ONE at XXXX XXXX LISTENED. I even went to the store in XXXX, CA and spoke to a XXXX to find out how anyone could use my account when my son and I have our physical cards. And, to get those fraudulent charges cleared. In speaking with that XXXX, I realized one thing. My original card ( XXXX XXXX had sent me XXXX other new cards ) was about to expire when the purchases were made. I called the XXXX XXXX Department again on XX/XX/XXXX. I spoke with a lady. I asked and she verified. Replacement cards were sent to me on XX/XX/XXXX only I never got them. Wherever they were delivered to, the people who got them used my card for a shopping spree at the XXXX 's store in XXXX, CA. I solved my own fraud case. 
Then the issue of having XXXX XXXX 's accounts online became an issue because of the XXXX new cards sent to me as replacements. Each one was a replacement for the other. Each account had varying amounts owed in them. I had to call XXXX 's for that a few times to get things straightened. 
Finally, the issue with my payments. I continued to pay my XXXX 's account for the valid purchase I made in XX/XX/XXXX while their people did their investing for the fraudulent charges. The XXXX statement shows an adjustment for {$200.00} deducted from my balance of {$1000.00}. New balance calculated is {$1000.00}. I didn't realize that mistake on their side until XXXX or XXXX of this year. I have had to make numerous calls again to get my payment of {$100.00} in XXXX or XXXX credited to my promotional purchase and not to the fraudulent charges. Each person I speak with tells me the adjustment has been completed. Each time I had to explain why I disagree. Then, when they realize my point valid, each time I was asked, again, to wait for the adjustment to go through. Sometimes, I am told to wait a few days, a week, a month then XXXX statement cycles. I have spoken to so many XXXX XXXX representatives and to XXXX supervisors. The first one was nice and helpful. The second supervisor, XXXX on XX/XX/XXXX was not helpful at all. She was also very dismissive especially after I told her I spoke with another supervisor days ago. Latest calls were in XXXX on XXXX and XX/XX/XXXX. Both times I was assured of the adjustment going through and asked to wait days. The last call I made in late XXXX, I asked for a supervisor. He said he requested a rush adjustment to finally get my problem resolved. He told me to wait until the next closing cycle for XXXX. I should see the correct balance on my account in XXXX. It is still wrong. The year is almost over and XXXX 's still has not credited XXXX of my payments correctly. I have wanted to pay off my balance but couldn't until this issue is resolved. XXXX 's still owe me {$100.00} of credited payment.

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