Consumer complaint received 2023-10-26
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened without my consent or knowledge

Complaint:
This is a follow-up to case # XXXX. 
Fraudulently Opened Wayfair Credit Card Account # XXXX XXXX XXXX XXXX through Citibank ( CBNA ) on XX/XX/XXXX. An order # XXXX of {$2300.00} - XXXX cookware was reportedly shipped to my address in XXXX XXXX , CA on XX/XX/XXXX. 
I contacted Wayfair on XX/XX/XXXXXXXX  talked to XXXX in Customer Relations who said she'd send the complaint to their fraud dept and they would contact me. They did not contact me, but sent a letter dated XX/XX/XXXXXXXX  stating their investigation did not support my claim. I again contacted Wayfair on XX/XX/XXXXXXXX  and talked with XXXX in Security/Fraud Dept. She said they would do a proper investigation and contact me to interview me regarding the identity theft. They never contacted me, but again sent the same letter, this one dated XX/XX/XXXX, stating their investigation did not support my claim. 
I then filed a complaint on XX/XX/XXXXXXXX  with you, the FTC CFPB # XXXX. In addition I filed an identity theft report with the XXXX XXXX Police Department. The case number DR # XXXX, a copy of which can be obtained by contacting the XXXX XXXX Police Departments Records Bureau at XXXX, XXXX XXXX. Lastly, I was assigned XXXX XXXXXXXX XXXX  XXXX restoration specialist, XXXX XXXX, on XX/XX/XXXXXXXX  to help resolve this identity fraud dispute. 
Citi Bank/Wayfair investigation , sent a letter dated XX/XX/XXXXXXXX  with regards to my first CFPB Case # XXXX stating that Wayfair 's investigation is complete and I am responsible. The letter provided information and documentation I had not been given before, including the XXXX Tracking of package ID XXXX. It clearly shows ( but the investigator did not see it ) that the package was delivered not to my address, but to someone in XXXX XXXX, CA. The provided photo does not show my front porch. In the travel history, it shows XX/XX/XXXXXXXX  at XXXX XXXX  " Address corrected. '' and " Alternative delivery requested. '' This package was rerouted and delivered at XXXX XXXX  on XX/XX/XXXXXXXX  to an undisclosed address in XXXX XXXX, CA. 
With this new observation, I again called Wayfair security fraud on XX/XX/XXXXXXXX  and talked with XXXX who confirmed the fraudulent activity and that the Dispute # XXXX should be reopened. She said Citibank would need to reopen the dispute and I would need to call them to refile the dispute. When I called Citibank to ask that the investigation be reopened, I talked with XXXX and she that the dispute could not be opened on their end, but only through Wayfair. 
At this point, on XX/XX/XXXX, XXXX XXXX XXXX- XXXX restoration XXXX, XXXX XXXX , stepped in to try to resolve the issue via a conference call with CitiBank/Wayfair fraud department and me . After 1 hour and 20 minutes, we finally talked with someone, who was difficult to understand and did not get a name. She confirmed that the case/dispute was still open and that it would be investigated again looking at the FedEx tracking information . 
Wayfair is a victim of theft and should file a police report in the appropriate jurisdiction.

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 non-monetary relief