Consumer complaint received 2022-01-18
Company: CITIBANK, N.A.
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Due to the fact that Citibank is not responding to my requests I am requesting your help in forcing Citibank to resolve this issue : I am writing to dispute two charges to my Double Cash credit card account ending in XXXX. Both of these fraudulent charges were posted originally on my earlier Double Cash card account in XX/XX/2021. I called Citibank and the party that posted the charges and reported the fraud in either XXXX or XXXX. The party that made the charges told me to report it to Citibank. I was told by Citibank at the time that the charges would be removed and that I would be issued a new card and the card that I had at the time would be closed. I no longer have that credit card number and that card was destroyed when I reported the fraud. I received the new card ending in XXXX in XXXX and began to use it. I then noticed that the two charges disputed on the earlier card were re-posted to the new account. I called to report this in XXXX. 

I was told that I would have to wait for a letter from Citibank and was instructed to call back after I received the letter. The letter never arrived. I called several times since then asking for help. Each time I was told that another letter was being sent. I have received no letters from Citibank. My mailing address is correct and I am receiving other mail addressed to it. This leads me to believe that either no letters have been sent to me by Citibank or they are being mailed to an incorrect address. 

No one at Citibank will give me any information about my account over the phone. I am stuck in limbo with no help from Citibank. I now have a bill that only has the fraud charges unpaid on it. I am not sending payment as part of the credit card agreement is that I would never have to pay for unauthorized charges to the credit card. I reported the fraud promptly and was told that the charges would be removed from my account. To date they have not been removed. I have been an exemplary Citibank customer and have paid every statement on time up until now. I will not pay for these fraudulent charges ; they are the only outstanding amounts unpaid on my account. 

The XXXX disputed charges are fraudulent and not made by me : XX/XX/202XXXX XXXX  XXXX XXXX XXXX XXXX Account Number XXXX {$5800.00} and XX/XX/2021 SXXXX XXXX XXXX XXXX XXXX Account Number XXXX {$10.00} I have already paid Citibank for all charges that I made to this account. The account should have a XXXX balance. 

I am requesting that Citibank remove the fraudulent charges from my account, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. I also request that any negative credit report related to non-payment of these fraudulent charges be removed from any credit reporting agency. Thank you. 

Sincerely ; XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX AZ XXXX

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