Consumer complaint received 2018-08-17
Company: CITIBANK, N.A.
State: CA
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:
This Visa credit card which was used for XXXX transactions, had two fraudulent charges appear, one from XXXX XXXX for {$1100.00} and the other from XXXX XXXX for {$22.00} on the same day XX/XX/2018. I knew I didn't do these transactions because this is the card I only use at XXXX ( I use a MasterCard which gets mileage points for Non-XXXX transactions ) I wouldn't ever in my life go to a XXXX XXXX and spend over a thousand dollars and I don't know how anyone could spend that much money at a XXXX XXXX without XXXX XXXX   requesting a copy of an ID, it seems like there should be a threshold where they should check for ID for unusually high transactions over {$1000.00}! Also, I wouldn't have gone to XXXX XXXX because I don't drink coffee, ever. 

I reported the transactions as fraudulent to Citi but they shockingly denied my claim because they said the card was, " protected with an embedded EMV chip and was used at a chip enabled card reader. '' I don't know if it's related or not, but there were two duplicate cards which Citi mailed on separate days. I only received one of them. I suggested perhaps it was this other card which was used, but they claim that argument doesn't work because they say the card which was used for the fraudulent transactions was the same card I used for non fraudulent transactions which occurred sometime later, so they say the charges aren't fraud because of that. I am positive the transactions are fraudulent, but I didn't know how to prove it since I am not an expert in this area. 

After my repeatedly insisting that the charges were fraudulent and there must be a way I can get Citi to reverse their decision, I was told that I could just get a police report case number to them and if the police can confirm I was not the person who performed the transactions, it would result in Citi deciding in my favor. I got the police to do an investigation and I sent Citi the police case number and an email from the investigating officer confirming the suspect on the surveillance camera footage was not me, but didn't get a follow up from Citi after that. I tried to call Citi on several occasions to get the case decided in my favor since I provided the police case number, but they won't give me an update. Today I called Citi again to try to get an update and was told they refuse to take phone calls from me in the security department and all other correspondence must be in writing about this matter. I told them that is ridiculous and I gave them the case number as they asked for so this should be resolved now. I also sent Citi a copy of the actual police report which proves it wasn't me who made the transactions. 

I have attached the ( 1 ) police report confirming the suspect who used the card fraudulently was not me, ( 2 ) the  credit card statement which has the two fraudulent transactions circled, and ( 3 ) the denial letter Citi saying they are denying my fraud claim. 

Thank you

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