Consumer complaint received 2023-03-24
Company: CITIBANK, N.A.
State: TX
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:
I am writing a complaint as a victim of fraud with CITI credit card. I received a call from CITI on XX/XX/XXXX regarding my credit card indicating that there was problem, I got transferred to fraud department and I was on a very long hold, then I got disconnected. I was not able to call them back as my phone cant allow an outgoing call. They never called my back. I stopped using the card after that call. On XX/XX/XXXX, we went to our credit union to report a fraudulent check we got from the mail upon arriving to the states on XXXX XXXX. The check was a check already issued by my husband amounting to {$130.00}, that same check was washed and placed {$5000.00} on it issued on my husband 's name and got cashed with different signature on the endorsement. By then we found out that there was several withdrawal done on our savings and checking account by the fraudster, the XXXX XXXX was alerted and reported to the fraud department. The same day of XX/XX/XXXX, I called CITI to find out what was going on on my account as there was unauthorized payment made from my checking account amounting to {$3400.00} on XXXX XXXX and another withdrawal of {$370.00} paid to the CITI credit card. The credit fraudulent charges continued after the payment was made by the unauthorized user. In XXXX, when I called them, my balance was up to {$6800.00} and some cents, I was shocked and asked them how did that came up to that amount when my credit limit is {$3900.00}. I did not received email or any kind of communication from them. They assured me that they investigate the case. On XXXX XXXX I received a collection call from them despite of the case being investigated, at this time my balance is {$7300.00}. I thought the card was closed, then how did it kept on going up. Also came to find out the the case was closed, that send denial letter which I have not received. ( I also have a mail thief case reported to XXXX XXXX XXXX ). I asked them why was is closed? I demanded to open it again because I dont believe I am responsible for all those charges. I was then told on XX/XX/XXXX that the case will be reopened. XX/XX/XXXX a call to collect was received, this time my balance is {$7200.00}, the case was again closed on XX/XX/XXXX and told my there was denial letter regarding the dispute. I dont know what to do, I need HELP. I need help to resolve this. This fraud have been going on since XX/XX/XXXX until now. My husbands Identity have been stolen as well as my mine. We are so scared every single day on what will happen next, this have going on again and again, non-stop. Even my pension for XXXX and XXXX was stolen. We live with our pension, my husband is a XXXX XXXX and we are both being STRESSED about our situation. We dont know what to do and who can help. PLEASE HELP in any way possible. Thank you very much for your attention to the matter. 

Sincerely, 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