Consumer complaint received 2023-09-13
Company: CITIBANK, N.A.
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I got scammed by XXXX XXXX XXXX in XXXX XXXX while I never been there and never open site to do transactions, my credit card details has been stollen and used in XXXX XXXX and bank now says they were authorised transactions. 

Bank name : Citi Bank Card : Credit Card Card used in : XXXX XXXX via XXXX XXXX Transactions : 1. XXXX XXXX XXXX XXXX  XXXX {$150.00} 2. XXXX XXXX XXXX XXXX XXXX {$280.00} 3. XXXX XXXX XXXX XXXX {$430.00} On XX/XX/XXXX I got called from my health provider XXXX asking for payment method due to it was declining direct debit for like 3 months so I assured they are them before giving them my credit card details and shed XXXX to them and they deducted around {$46.00} which was due so that was fine. 

On XX/XX/XXXX while I was watching video on XXXX all of sudden it recognised my face 3-4 times showing blue circle on the top of the apple phone it generally does when we try to unlock phone and make payments so at that time I didnt understand what happened and I tried to figure out if that plays in the video as well so I tried to play video several time but it wasnt so didnt find out what happened. 

Next day XX/XX/XXXX I got called from Citibank I dont pick up due to was sleeping but when I called back it played recorded message about Citibank found suspicious activity in my credit card I thought its scam so I hang up but I was curious and checked my Citibank statement and found out that there were unauthorised 3 transactions was made in XXXX XXXX , then I called back to Citibank and explained them what happed and I also asked if I need to report to police station they said dont need to we will refund you after investigating so I didnt report but later on XX/XX/XXXX I got letter in post that says those transaction was authorised by me hence they can not do refund. As soon as I got that letter I called them and asked them to give me call back but they didnt call me back neither give proper explanation why they cant refund me. 

After that I reported to XXXX # XXXX & XXXX # XXXX, those are the case and refernace numbers that I reported to. 

Then I called back them again on XX/XX/XXXX and they asked me to get the details from mobile service provider saying that my phone was hacked or from XXXX saying my XXXX XXXX was hacked or any kind of proof to reopen the case. However why they did not asked me these stuff earlier at that time? 

I called my service provider XXXX XXXX- they said its been long and they dont have information Called XXXX- they said they dont store transaction details, the phone used they only have transaction details doesnt matter if same card in both phones the phone used that only phone has transaction history thats why those transactions arent showing in my phone and they said thats my proof. And they dont have any other proof. 

I called them Citibank and asked why they didnt asked me to get those details earlier and closed my case? The apologised and make complaint to their department and I also mentioned them that I complied to above authorities so she transfered me to someone else to discuss about it due to I reported to authorities and they offered me to pay half of the money I said I can not while those transaction I didnt authorised so I need full refund. However she reopen the case and they will do further investigation on it. But I still doubt they will not refund me scammed money. Hence I need your help resolve this issue. 

Thank you

Company response to consumer: Closed with explanation