Consumer complaint received 2021-07-10
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: Card was charged for something you did not purchase with the card

Complaint:
Citi has offered a completely false accounting, and dare I say fraudulent account of all that happened here. They only misstated " your account '' when discussing ACH payments ( none of these accounts were mine. They are stating that I called in authorizing any of these payment, never mind the Cigar $ XXXX payment, and finally they applied items back to my accounts that are absolute fraud and I was proven to be out of town CITI - THIS IS CALLED ID THEFT, ACCOUNT TAKE OVER, FRAUD, AND ACH PAYMENT FRAUD. YOU ARE WRONG AND YOU EVEN DISCUSSED A PAYMENT COMING FROM " YOUR ACCOUNT '' THAT DID NOT IN ANY WAY SHAPE OR FORM. ON TOP OF THAT'S NOT EVEN A PAYMENT THAT WAS MADE. ALL THIS LETTER HAS DONE HAS PROVEN HOW INEPT YOUR SYSTEMS AND DOCUMENT TRACKING ARE. HOW INEPT YOUR INVESTIGATORS ARE. IF THIS CAME FROM AN EXCUTIVE UNIT YOU SHOULD BE EMBARRASED BECAUSE ALL OF YOU INFORMATION IS JUMBLED BETWEEN TWO SEPARATE FRAUD RINGS AND YOU HAVE NOT LISTENED AT ALL. THIS LETTER IS INCOMPLETE, DOES NOT ADDRESS BY ONE ACCOUNT AND IS ABSOLUTELY INCORRECT IN EVERY STATEMENT MADE. FINALLY, I NEVER MADE ANY OF THE ACH PAYMENT WHETHER BY PHONE OR ONLINE, I AUTHORIZED EXACTLKY XXXX CHARGES, AND AUTHORIZED NOBODY TO MAKE PAYMENTS ON MY ACCOUNTS. YOU HAVE BEEN DUPED MY FRAUDSTERS AND YOU ARE PINNING THAT ON ME AND MY FAMILY? IS THIS HOW CITI WORKS AND HOW WE ARE 100 % FRAUD PROTECTED. YOU ALSO MENTIONED NOTHING OF MY ID THEFT OR ACCOUTNTAKE OVER FOR THAT MATTER. EVERY OTHER CREDITOR IS RESOLVING THESE ISSUES BUT YOU AND IF THIS IS NOT RESOLVED WE WILL EXPOSE THE TRUTH IN A VERY PUBLIC WAY AND SHOW THAT CITI IS NOT BEING TRANSPARENT, DOES NOT COLLECT INFO FROM CLEINTS PROPERLY, DOES NOT RETAIN THOSE DOCUMENTS PROPERLY, DOES NOT SHARE THEM OR THEIR NOTES BETWEEN DEPARTMENTS THAT RELY ON EACH OTHER AND YOU WANT ME AND MY FAMILY TO PAY FOR YOUR ERRORS AND LACK OF PROTECTION OF MY CREDIT? YOU ARE THE FRAUD NOW AND YOU HAVE ACTED NO BETTER THAN BOTH OF THESE FRAUD RINGS. i WILL PAY ONLY THE BALANCE I HAD DUE BEFORE THESE ISSUES WERE BROUGH TO LIGHT BY MYSELF TO YOU AND I AM FORMALLY ASKING FOR AN ARBTRATION MEETING UNLESS CITI DISCUSSES THIS WITH ME AND WE AGREE THAT MY FAMILY NOR MYSELF ARE AT ANT FAULT. EACH STATEMENT IN YOU LETTER IS A LIE. YOU DON'T APPEAR TO KNOW THE TRUTH AT ALL AND YOUR INVESTOIGATOR IN THE XXXX HAS DONE SUCH A POOR JOB THAT YOU SHOULD BE EMBARRASSED AND WORRIED ABOUT LESSER TRAINED PEOPLE THAN THEM. 

I AM ATTACHNG MY EMAILS I SENT EARLIER IN RESPONSE AND I EXPECT A CIVILIZED CALL TO BE SET UP WITH ME EARLY THIS COMING WEEK. IF NOT YOU WILL BE HEARING FROM MY ATTORNEY AND I WILL BE SUING FOR LIBLE, SLANDER, LIES AND FRAUDULENT STAEMENTS MADE BY YOUR XXXX. 

PLEASE SEE BELOW AND PLEASE READ ALL OF THE DOCUMENTS I AM SUBMITTING THIS TIME BECAUSE YOU ARE IN THE WRONG WHEN ACCUSING ME AND I WILL HAVE THIS EXPOSED AT A LOCAL AND NATIONAL LEVEL VERY QUICKLY!!!! 

You continue to misunderstand everything here! 

This is Identity Theft and Account Take over. Someone has stolen my identity and that of my family. I also have not called in to approve any transactions. My phone was " spoofed '', these people had all of my information, and they were calling in as me. As for the charges with XXXX  and XXXX XXXX I was in XXXX XXXX and was not even in the US to make these transactions. I could not be in both places at the same time. I have been going through this since early XXXX and now I have found out that our Mailboxes were also broken into in our development and this caused additional fraud in XXXX, etc. As for " XXXX XXXX  XXXX '' I never called in about this transactions either and if someone did it was not me. Not only do I not agree with your decision I formally request arbitration at Citi 's expense or I will file suit against your company to ensure I am made whole. Your company screwed everything up here, allowed fraudsters to infiltrate my accounts several times, allowed them to charge on them, verified the transaction with them not me or my family and as for the Cigar company, you did the exact same thing, I never got a call and the only way I knew any of this was my going into my accounts online where I immediately called Citi to advise this is all Fraud and that it had been going since XXXX, having 3 Police reports, filed a notice and locked mine and my families accounts with all three bureaus ( comment there in XX/XX/XXXX ) and I returned home to Texas on XX/XX/XXXX. On the XXXX I realized there was a problem, contacted fraud and started this process. Finally, I have provided you with the itineraries proving when I left and when I returned from XXXX XXXX. 

Now I expect proper handling of my accounts and I expect Citi to assist in helping me fight this ID theft, Account Take overs, and various fraud issues coming from it. I have also contacted Citi to let them know I have been getting FAKE calls from those pretending to be Citi and they were fixing my accounts. I even had one today and the person stated his name was XXXX XXXX at XXXX. He did not complete a check as to who I am and therefore is obviously one of the fraudsters out to hurt me and my family. When I called Citi and asked for Fraud " XXXX '' hung up the phone and when I attempted to call him back he did not answer. Please help me find him and prosecute him as I benefited by none of these purchases, payments or bounced ACH payments. Your company allowed a 3rd party to pay on my account and then freed up more credit for them! Nice job NOT protecting a good customer and banker who works to put really bad people running fraud rings and Money Laundering rings away! I am a XXXX and XXXX certified and I go after high level fraud and have for many years. I also have government clearance in the event I need to dig deeper on really bad people. These people are coming after me with a full court press. Everything in you letter is either wrong or quite distorted. Finally, I know nothing of the Cigar Company and if you fund them you are assisting with the fraud. 

Once again I am requiring arbitration or I will be following through with a lawsuit so that the courts can see what has really happened. At that time, I will bring in the press that will expose everything I have found along the way with Citi. You are the ONLY company not handling these issues properly and you have made statements that are either untrue or were not me period. As for the ACH payments bouncing, I am not on any of those accounts ( XXXX, XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX  ) and I do not have any accounts with them either. These Fraudsters either called in or made payments online as me because this is Account Take over. They know what I do for work and they are trying to ruin me by ruining my credit relationships. 

So there you have it. I am not going to get emotional about this but if Citi doesn't handle this properly, I require an arbitration per your contract, a copy of my signed contracts are to be sent to me, and proof that the person ( s ) who called you were me. They were not! You got sucked in by fraudsters and you are allowing them to win with bad decisions and I expect a phone call from your office if you care to discuss. Otherwise I am enacting my power of arbitration and it that is denied, I am filing suit against Citi ASAP! The treatment you have given to family who has been with Citi since XXXX is not only improper but also disgusting. Please call me at XXXX or email me at XXXX to discuss. I also demand a copy of my signed credit card agreements on the XXXX XXXX, Simplicity, Home Depot and Best Buy Accounts immediately so that I can turn them over to my attorney! This case is cut and dry and I have all of the proof and witnesses to back me up. You have phone calls and falsehoods perpetrated by fraudsters phone calls and actions Also, Please show me this payment on my Citi Simplicity account with the payment of {$7700.00} received on XX/XX/XXXX was returned by your bank. There no such payment that I know of made per your records here and all ACH payments that came from any account other than my Cy-Fair Checking account, ending XXXX ( note I had to make an account change due to that account being taken over too and you received a letter stating as much ) are not from ANY bank, are fraud and Citi allied those payments before and after I told Citi I had these issues. Not only do I refuse to pay all fraudulent charges, I will not take a statement that says any of these other ACH bounced payments came from " your bank '' as written in you letter since I only bank with my credit union. You story is wrong, the payment of {$7700.00} is wrong, Citi allowed fraudsters to infiltrate my accounts, hurt my relationship with you and you have so many parts of your story that are either untrue or that Citi caused itself. I am 100 % fraud protected and I am also going to bring in MasterCard here because Citi is incorrect. I will also show all bank accounts I have and I will prove I don't have any other checking account other than the one ending in XXXX. If you pay the Cigar Company and put that back on me, I will not pay that as well. If you intend to force me into bankruptcy, I will not allow it and I will make sure all of the bad research you have completed is discredited. So you either work with me to remove all fraud, remove all fraud payments ( ACH bounces ), help me regain my identity and help me remove account take over or I am taking this all to the press immediately. So the statements you made are either wrong " your account '', me calling in about the Cigar Company and the {$7700.00} payment ( that was the balance after the fraud on the Simplicity account BTW, not a payment ) as examples, you assume I talked to you agent but did not ( you will need to prove because this had to be the fraudsters ), or that the {$7000.00} you paid to a Cigar Company in Florida without me present or chip being read ( hmm, very strange number don't you think - exactly {$7000.00} should have caused you to call me but it didn't - please prove the call ) is in fact you allowing the fraudsters to defraud me. Citi acted in so many negligent ways and now, if you do not treat me as the good customer I am, you will pay the price in front of an arbitrator, the courts, my witnesses ( in person ), the police ( in person ) and the press. You intend to hurt me by not protecting me and then try to make it worse? Okay! Also, if you sue me that's find as well. Citi will lose and you will be further embarrassed because I will bring regulators in to review every issue and tell the courts their professional opinion. Want to look again at that {$7700.00} payment perhaps on XX/XX/XXXX? I see none that can from my credit union and in fact, I see none that came from anywhere. Please show me this and please provide me the signed agreements of each card so I can show how incredibly wrong Citi is. The more I review your letter, the more errors I find. Again, if you pay the Cigar Company, that's on you because I am writing this now, I did not and would not authorize any such charge. I don't smoke, condone smoking, nor do I own a smoking establishment. Please do show me how I benefited from any such nonsense. You letter has more inconsistencies, incorrect statements, etc. than truth and every portion is full of really bad investigation! I asked your company to help me stop the people who stole my identity and took over my accounts and you didn't even address that most important subject that caused this whole mess, and Citi allowed it all to happen. Shame on you! 


I await a call and if there is none I will be going to the XXXX, my Attorney, and the rest of the nation to show how problematic and non-transparent Citi is when dealing with a good, long-term customer that looked for help and you distorted or don't understand anything that has been presented. This is a letter full of lies!

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