Consumer complaint received 2023-04-10
Company: CITIBANK, N.A.
State: NJ
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:
Dear Citi Bank, I am writing to request that you quickly resubmit my claim number XXXX, which I accidentally withdrew by mistake. I have called in multiple times to inform your phone representatives about the issue, but they kept doing the wrong claim ID. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The transaction in question is " XXXX XXXX XXXX XXXX {$1800.00} on XXXX XXXX XXXX ''. This transaction was fraudulent, and I have attached proof to my CFPB file showing that XXXX ( the merchant ) emailed me confirming that it was also fraudulent. Despite this, they have refused to refund me the money due to an unreasonable policy that did not apply to me. It is important to note that their policy did not explicitly bind me, and therefore, it is unfair to reject the refund. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Furthermore, I want to emphasize that my XXXX account was hacked and used fraudulently. This means that I did not authorize nor initiate this transaction. As a victim of fraud, I should not be held responsible for this transaction. It is important to note that my XXXX account was compromised due to its own security breach and negligence, which does not bind me to the terms and conditions set by XXXX 's refund policy. Therefore, I urge you to take into consideration the fact that the fraudulent transaction was a result of XXXX 's fault and not mine, and to take swift action to provide me with the refund that I am entitled to under government policy. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - In summary, I kindly request that Citi Bank immediately resubmits my claim number XXXX and provide me with provisional credit. Additionally, my account has already been secured and the stolen card was replaced over the phone. I urge you to consider the evidence attached to the CFPB file, including the email correspondence from XXXX acknowledging that the transaction was fraudulent. As a victim of fraud, I should not be held responsible for the unauthorized charges made to my account, and it is my right to receive a refund under government policy. I appreciate your prompt attention to this matter and look forward to a swift resolution. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - As this was a fraudulent transaction, I am entitled to a refund according to government policy. Therefore, I urge you to quickly resubmit my claim so that I can receive the refund that I am rightfully owed. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --- Thank you for your prompt attention to this matter. 

Sincerely, XXXX 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