Consumer complaint received 2020-05-21
Company: CITIBANK, N.A.
State: IN
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:
XX/XX/XXXX-XX/XX/XXXX My Citibank card was repeatedly charged daily by XXXX for hundreds of dollars. ( grand total XXXX ) I immediately called credit card reported it. I tried to resolve with XXXX they refused because they stated that my XXXX year old daughter made the purchases. I find out that my credit card is saved in my card app pulled it and is making all of these purchases without my knowledge. I then called Citi same day informed them of my finding and that I did not authorize these charges and that XXXX is not willing to help me. They gave me provisional credit of XXXX on XX/XX/XXXX and informed me no late fees would occur while investigation was in place. I then called XX/XX/XXXX and paid my full balance on card of XXXX with representative who informed me that I was paid in full but still pending investigation. I then got a delinquent letter with no confirmation in month of XXXX that investigation was complete with a balance of XXXX I called weekly and was repeatedly told I needed to speak with other dept and constantly hung up on ( XX/XX/XXXX 7 calls hung up on ) I screen shot all my calls and XXXX company since I was not getting anywhere on phone. I was then contacted on XX/XX/XXXX and began asking questions about the remaining balance put back on my card and the individual that I spoke with was XXXX. She was telling me that I received double credits by citi and that they had to retract and that's why I had a balance. When I questioned her math, and why she said I had a XXXX balance when I paid in full with representative in XXXX she stated that she would have to call back after further review. Before she got off the line she asked about the charges I explained that it was my XXXX year old phone that had credit card on it to set up her phone and I had no idea that these charges were taking place. She called back at XXXX XX/XX/XXXX same day to inform me that she spoke with manager who made the decision to reverse all of my charges now and charge me XXXX not including all the late fees. I asked how they can do that when they made the final decision on XX/XX/XXXX and she stated that they can do whatever they want. I told her you cant go back on a decision and she said yes you gave new information today. I asked what that was she stated that it was my daughter making purchases. I informed her that information was known since this investigation has been going on not new. She then told me we can change out minds at anytime and it stands. I asked to speak with manager she refused to let me speak with anyone saying they don't take calls. If I want to I can write a letter which they wont read because she made her decision. I said I needed to speak with someone today she gave email XXXX  and. I said you cant change your mind on a decision that was made in XX/XX/XXXX and she stated they could do what they want. I said you know that is corrupt she stated yes.

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 explanation