Consumer complaint received 2023-03-25
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX I received a fraud alert for my Sears Mastercard I advise that I did not make the charges. I was told the account was supposed to be closed. I later received alerts that the account had incurred more charges in XX/XX/XXXX. I disputed those charges and could not understand how they would allow the account to accumulate additional fraudulent charges when the account was supposed to be closed due to it being compromised. I was very upset and frustrated to receive the phone calls and to know that this could occur. It was very disappointing and devastating as it affected my ability to purchase a home. During the discussion I asked that they ensure they close the account and it remains close. I asked they not have any active accounts for use due to the security issues. I dont feel like a new account would be secure at this point. 

I had to follow up with them periodically to see what was going on and why it was taking so long to clear my record. This was very difficult. Finally on XX/XX/XXXX. I received a letter indicating they had finished their investigation and as a result they removed all disputed charges and any related fees and interest charges from my account. I did not receive anything stating that I owed money, I did not receive a itemized statement. 

On XX/XX/XXXX, I received a notification my account is past due. I called to ask what was past due. I inquired if they were missing a note that the account had fraudulent charges. I didnt have a billing statement. I advised I didnt owe anything and I recently received a letter that the disputed charges were removed. The representative informed me she would transfer me to the fraud department and when I spoke to a representative there, they said that they would look into it they saw something and I figured the records had needed to be caught up and corrected. 
I have inquired on XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and I called again today XX/XX/XXXX to see what was happening with my account. I was told they still have a charge on the records from the dispute for over {$1300.00}. This has caused undue suffering as I have to still dispute this matter. Im further disappointed because I asked that the account not be active for use due to prior security issues as I dont feel like the account would be secure. I also never consented to activate it. I was advised the account was active. This is concerning and just shows that they continue to be negligent on their end to protect my account and my credit rating as a consumer. I asked them again today to make sure the account is not active for use. 

Im filing this complaint as I need a resolution ASAP, this is negatively impacted my ability to get things done for my family.

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