Consumer complaint received 2020-03-24
Company: CITIBANK, N.A.
State: NV
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:
Re : Citi Double Cash Mastercard XXXX XXXX XXXX XXXX ( void number now ) Around XX/XX/20 my master card was declined. I called the next day and the computer said I was over the credit limit. I listened to the charges and heard a false {$9600.00} charge from XX/XX/20 On XX/XX/20 I called Citi card customer service XXXX and told them of the false charge. They said I needed to close the account as someone had my info and I needed a new card number. I said good, do it. After being on hold awhile they said they could not get the account closed. But it would be taken care of and I would receive a new card and new card number in about 10 days. I said ok. 
After around 10 days, I called and said I had not gotten a new card. The citi person told me they had both the {$9600.00} listed as fraud and a {$280.00} charge listed as fraud. The {$280.00} charge was not on the computer charges list of my first call. I asked what {$280.00} was about and they said a foreign transaction fee. I learned the {$9600.00} charge was about a {$14000.00} XXXX dollars charge. They said they would send me a new credit card by 2 day XXXX. I said fine. It arrived with the old account number, so I cut it up. I called citi and said I needed a new card number, they said ok and I would get it in some days. I said fine. 
Then I got a XX/XX/20 letter from citi which says we can not approve your request without ever even saying what request they were talking about. 
I then got a bill which did not have the {$9600.00} and {$280.00} removed. I called citi and talked to the fraud department on XX/XX/20, the call was claimed to be recorded. I told them the fraud needed to be removed from the bill. Then they started making strange statements. For example, the guy said : you reported {$3000.00} fraud. I said no, I reported {$9600.00} and {$280.00} fraud. So was this guy lying to me or did someone change the computer case records? He also said the records showed I requested the account not to be closed. Was this guy lying to me again or did someone change the computer records? I had requested the old account closed on every call since XX/XX/20. Citi repeatedly refused to close the account saying it needed to be open for the investigation. They said they would send a new card with a new number in 10 days and they did. I have not activated the new card number. 
I paid the credit card bill in full less the {$9600.00} and {$280.00}, prior to the XX/XX/20 deadline. Now on XX/XX/20 I got a new bill with zero new transactions and the {$9600.00} and {$280.00} still not credited. Plus there is interest now on the fraud. This statement should show a XXXX  balance and XXXX interest. I do not owe Citi anything from this old card : XXXX XXXX XXXX XXXX. ( I have not activated the new replacement card. ) I tried calling Citi on XX/XX/XXXX but so far I have not gotten through to Citi. I want a statement sent to me showing XXXX  due.

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