Consumer complaint received 2022-10-07
Company: CITIBANK, N.A.
State: CT
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:
On the night of XX/XX/XXXX I was awakened by my land line by CITI Simplicity account asking if I just tried to charge {$1000.00} on my account and got denied. They asked me some other questions and hung up the phone. 

On the morning of XX/XX/XXXX when I got to work I decided to look at my CITI card as that call did not sit with me. I noticed a charge for {$4000.00}. At that point they took it off and said they would investigate it. I decide to look into my other credit cards and noticed that another one had a charge same XX/XX/XXXX charge of XXXX and another one for {$4000.00}. I called these two credit card companies and they took it off my account no questions asked. At that point I locked my accounts. 

This week on XXXX I received another call on my land line asking if I just charged {$1000.00} and was denied. I stated that no I did not and he continued to state that my account is locked and he would like me to unlock it. I stated to hem I was not going to do that and he proceeded to state what the last four numbers of my card was ( this is a new card ) ; my mothers maiden name and the security word, the questions CITI should be asking me. I told him I was uncomfortable talking to him and I was hanging up and calling back on my own and discuss this matter. He then became upset stating that he was from CITI. I proceeded to hand up and called CITI on my own at that time they told me they did not call me and no one tried to use my account. 

On XXXX I received a letter from CITI stating that their investigation is complete and is now closed. They also stated that I gave my permission to the merchant, XXXX XXXX XXXXXXXX, to charge my account for the {$4000.00}. I didn't give this permission. They also stated in this letter that the charges will be reversed and I am responsible to make payments or they will send my information to the three reporting agencies. At this time I called CITI and spoke to a, XXXX, in the fraud department and told him my situation and he stated the investigation is closed and there was nothing he could do about it and I had to send an email to XXXX XXXX at : XXXX which I did. I did this and this still didn't sit well with me so I called back again to speak to another manager, XXXX, he told me he would " try '' and see if he can get this reopened. He also said he would but the {$4000.00} on hold until he could " try ''. 

On XXXX I went on my CITI mobile app and the {$4000.00} is XXXX tickets taken off as fraud. At this time I thought that was rude and unprofessional. I in fact did buy tickets and stated that I would be paying for them as I did charge them. I asked to speak to a manager and the girl on the line stated that this did not need a manager. I insisted and she said she would transfer me. She got back on the line and said the managers phone does not work anymore. I asked her to transfer me to someone in management and then proceeded to tell me that there was not a manager there. When she came back on the line she told me I would have to call another time and hung up the phone.

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