Consumer complaint received 2020-12-01
Company: CITIBANK, N.A.
State: NY
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:
On my XX/XX/XXXX statement, there were three unauthorized charges by XXXX XXXX  XXXX on my Citibank credit card. The amounts were : {$380.00} ( XXXX ), {$110.00} ( XXXX ), {$180.00} ( XXXX ). 
Upon receiving the credit card statement, I went online to dispute the charge and was unable to. I immediately called Citibank to report the unauthorized charges. This was followed by a series of follow up calls : XXXX- Called 3 times. I was told I would have to pay the bill and they would submit it to a dispute dept. 

Second call said charges would be submitted to fraud department since they were unauthorized. I would still have to pay the bill until the investigation was completed. 

Third time : spoke to XXXX, a customer service supervisor. She herself had difficulty clarifying my questions. She said I had been victim of fraud and would follow up with senior account manager. She would call me the next day by XXXX since she could not be connected to the correct department. She informed charges had been removed from my account, and I would not be liable for them. 

XX/XX/XXXX - Tried calling number for Fraud Department. Line was continuously disconnected. Gave up after 3rd attempt. 

Charges still on the credit card. 

XX/XX/XXXX - XXXX, Customer Service supervisor called to confirm charges were being investigated by Fraud dept. 

XX/XX/XXXX - charges still on CC. No notification from Fraud Dept to date XX/XX/XXXX - Spoke to Customer Service Representative who gave me the number of the security dept. She said they have not yet resolved the issue, but they are investigating and I am welcome to call them at any time. I informed her that I did not have a case number and, from my experience, they request a case number when I call. She informed me that they should give me a case number when I call. I asked if my old credit card number would be sufficient when calling them to which she responded Yes. I asked why the charges were still on my card. She reassured me that I would not be responsible for these charges. I asked how long it would take to resolve the matter since the credit card is due on the XXXX. She said, it might take one or two billing cycles, but I will not be responsible for the charges. 

XXXX - Call customer service number to inquire status of the investigation. Customer service representative informed me she could not help me with the issue, and I should direct my call to the Fraud Dept. I explained to her that the number for the Fraud Dept required a case number, which I did not have. She transferred me to the Fraud Dept. Fraud Dept representative informed me that the transactions were not considered fraudulent by Citibank since they recognized the merchant from the XXXX billing cycle. I told him I never received any communication from Citibank regarding the status of this investigation. I explained these were three new unauthorized charges and he said he would refer me to the dispute department. I was transferred to the dispute department. I spoke briefly o a dispute representative, who asked me additional questions. I waited on the phone until call was terminated.

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