Consumer complaint received 2018-07-24
Company: CITIBANK, N.A.
State: TX
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 XX/XX/XXXX my ex-wife contacted CitiBank and requested another CitiBank card be issued to her under my account in her name. I am the primary card holder and I was never notified of another card on my account being issued to her. In XX/XX/XXXX after we mutually agreed to a divorce the ex-wife starting using the credit card on several purchases I would have never purchased or had purchased in the past. I was notified by an acquaintance that the ex-wife was using a credit card to purchase several items at places I would never go to. I called all the companies I have credit cards with, to include Citibank. I asked each company to include Citibank if there had been any purchases, activity or information changes on my credit cards. I called each company in the early part of XX/XX/XXXX and XX/XX/XXXX. Citibank informed me that no activity, no additional cards where issued or information had been changed on my credit credit card account. In early XX/XX/XXXX a representative from Citibank called me to ask when I would be sending a payment and my payment was past due. I said I have never been late with a payment which the Citibank representative agree with. I then ask where they had sent the credit card statement to and they advised me of a new and different address. I asked the representative why they had sent the statement to a new and different address, they advised it had been changed. I then changed the address back to the old address which the statement had been sent to for the past 18 years. Upon further inquiry I was informed that a large balance {$11000.00} had been incurred on the card at places I had never been to or used a credit card at in the past. I was also informed that information had been changed on the account. The mailing address was changed and the card obtained in a fraudulent manner by using my information along that I had agreed to her having the card. When I ask them for the proof or the phone recording the representative at Citibank told me that I was not entitled to that information and they would not release any information concerning how she obtained the card. The representative then transferred me to the Fraud Department and I spoke with several representatives to explain the situation. They informed me that a Fraud Investigator would  be calling me back. One of Citibanks Fraud Investigators Mr. XXXX XXXX called me back and left a message on my phone ( I have the voice mail message saved ) informing me that another department would take care of the problem. The phone # that he left was XXXX. I called this number and they gave me another # to call XXXX and I called them, they advise me that they would investigate the situation and get back with me. They called me and said they had no records of any of these transactions and I needed to pay the credit card in full. They closed the original act # XXXX where the fraudulent transactions occurred. 

This person is not a joint card holder or on the account holder or related to this account in any manner ... However this complaint form makes you choose one or the other ... either are applicable

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