Consumer complaint received 2023-05-09
Company: CITIBANK, N.A.
State: IA
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:
1. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. 

XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. 

XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. 

XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$2500.00}. This was in the form of 7 separate transactions in the amounts of {$350.00} each. The charges were sent from XXXX XXXX to my XXXX account. These charges were not authorized. 

XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the charges. I informed them these charges were fraudulent and were not authorized. My Costco credit card was canceled and a new card was issued to me. 

XXXX. On XX/XX/23 temporary credits in the amount of {$3500.00} were issued back to my Citibank Costco Anywhere Visa Credit Card account. This was in the form of 10 separate credits of {$350.00} each. 

XXXX. On XX/XX/23 I received an electronic notice from the Citibank Costco billing disputes department. The notice stated they needed more information from me regarding claim XXXXXXXX. They requested the information be sent back to them no later than XX/XX/23. I signed the document acknowledging the charges within the claim were fraudulent and emailed the signed document back on XX/XX/23 to XXXX as requested. 

XXXX. On XX/XX/23 I received an electronic notice from the Citibank Costco billing disputes department. The notice stated they needed more information from me regarding claim XXXXXXXX. They requested the information be sent back to them no later than XX/XX/23. I signed the document acknowledging the charges within the claim were fraudulent and emailed the signed document back on XX/XX/23 to XXXX as requested. 

XXXX. On XX/XX/23 I sent a follow-up email to XXXX regarding claims XXXX & XXXX. I requested that Citibank acknowledge they had received my emails and signed documents regarding these claims that were sent back to them on XX/XX/23 & XX/XX/23. I did not hear back from Citibank. 

XXXX. On XX/XX/23 I sent another follow-up email to XXXX regarding claims XXXX & XXXX. I requested information on when I could expect a final resolution from Citibank regarding these claims. 

XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the claims. The agent I spoke with stated that they had received all my information and nothing further was needed from me. I asked if they had a resolution yet to my claims. The agent stated the claims had been closed and that I would not be re-billed for the charges. I verified with the agent that the total credits of {$3500.00} were permanent and the agent stated yes they were. 

XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the claims. Citibank had sent me an electronic notice that they didn't receive my information and that I would be re-billed for the charges. The agent I spoke with stated they did have the information and wasn't sure why it was stating I would be re-billed. The agent was going to re-forward my disputes back to fix the issue. I was re-billed for 9 of the 10 transactions for a total of {$3200.00}.

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