Consumer complaint received 2023-03-29
Company: CITIBANK, N.A.
State: MI
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:
RE : Citi XXXX XXXX Acct ending # XXXX & # XXXX. Customer XXXX XXXX I was notified via email and text at approximately XXXXXXXX XXXX on XXXX, if I recognized /authorized charges of {$540.00} from XXXX XXXX XXXX ( ATTACHMENT A ). At XXXXXXXX XXXX on XXXX I responded to the text that the charges were not recognized and I then proceeded to call Citibank and verbally told the agent the {$540.00} was an unauthorized charge. Therefore, account # XXXX was deactivated on XX/XX/XXXX and I was overnighted a new card for account ending # XXXX. Due to this unauthorized charge I reviewed my account activity and reported some other charges as unauthorized and my dispute center reported 8 transactions as unauthorized which included XXXX Home Depot Charges of {$260.00} and {$810.00} ( ATTACHMENT B ). The dispute center message indicated the Home Depot Charges were not billed but if the transactions became billed to contact Citibank for further investigation. ( ATTACHMENT B ) Since I notified Citibank both verbally and responded via text that the {$540.00} was an unauthorized charge and it was declined, I was surprised to see it on my statement ending XXXX XXXX Furthermore, upon receipt and review of my XX/XX/XXXX statement, I became aware the XXXX Home Depot charges were billed. ( ATTACHMENT C ) Therefore, on XX/XX/XXXX, I contacted Citibank at XXXX and spoke with XXXX XXXX and informed him about the three unauthorized charges from Home Depot, XX/XX/XXXX {$540.00}, XX/XX/XXXX {$260.00} and {$810.00}. 
Why would Citibank XXXX XXXX XXXX charges on XX/XX/XXXX be processed when I contacted Citibank on XX/XX/XXXX and indicated the XX/XX/XXXX Home Depot charge of {$540.00} was unauthorized/ fraud and I was issued a new account and card? 

On XX/XX/XXXX, I noticed the three Home Depot charges I called and disputed on XX/XX/XXXX were no longer in my dispute center online, so I once again called Citibank at XXXX and spoke with XXXX at XXXXXXXX XXXX and asked why the 3 charges I reported as fraud were once in my dispute center but some how dissappeared. She said she would facilitate the processing and they would show up in a few hours. Unfortunately, they never showed up in my dispute center. Consequently, I started an online chat on XX/XX/XXXX at approximately XXXX with XXXX and XXXX XXXX ( ATTACHMENT D ) XXXX indicated my account would receive a credit in 2-3 business days and the fraud investigation could take 30 days. 

On XX/XX/XXXX, I contacted Citibank at XXXX and spoke with XXXX and he indicated these three disputes were " closed '' as there were notes that the merchant issued credit. Unfortunately, THERE IS NO CREDIT on my credit card from Home Depot for the disputed charges. XXXX indicated he escalated my disputes to the management team. Why is the information XXXX provided me quite different from what XXXX and XXXX communicated only three days earlier? Most importantly, why is Citbank giving me the runaround forcing me to spend hours of my personal time following up on the same items over and over again with no remedy in sight? 

I asked XXXX for the email address for the security and fraud management team and he provided XXXX. Also on XX/XX/XXXX, I chatted online with agent XXXX and asked him for the email address to communicate regarding security and fraud charges and he provided XXXX. I proceeded to send an email to both of these email addresses outlining and summarizing my communications regarding the three unauthorized Home Depot Charges ( ATTACHMENT E ) As of XXXX and I have not received a credit for the {$1600.00} of unauthorized charges and the transactions are still not included in my dispute center- there are only four- what happened to the other four that were there previously. Furthermore, I am unable to go to my account details and mark the transactions as disputed ( ATTACHMENT F ) The above incidents indicate that Citibank is ignoring my claims of unauthorized charges. I have been told false information by agent XXXX and XXXX as the disputes are not reported in my dispute center and I have not received a credit. I am extremely, extremely frustrated with Citibanks handling and communication of the three Home Depot unauthorized transactions. Citbank indicates its customers have {$0.00} responsibility for unauthorized charges so my credit card should immediately be credited for {$1600.00} of Home Depot charges because I have notified Citibank multiple times via various forms of communications that they are unauthorized.

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