Consumer complaint received 2018-05-09
Company: CITIBANK, N.A.
State: IA
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/2017, I was XXXX at XXXX XXXX. XXXX XXXX is a club located in XXXX XXXX, CA. They have a history of this sort of activity which you will see in the attachment ( Police Investigating.pdf ). I called the 3 credit card companies ( XXXX XXXX, XXXX, Citibank ) that I have cards with in the early morning on XX/XX/2017 ( approximately XXXX XXXX  when I came to ) letting them know that my card had been fraudulently charged. I immediately interrupted my travel and headed back home to Iowa as I was traumatized from the experience which is detailed in the police report which I filed ( Police Report - CC Fraud ). 

In terms of my interactions with the credit card companies that came to a satisfactory resolution. XXXX XXXX blocked all of the charges as fraud after my call and I owed nothing on approximately {$20000.00} charged to the card. No charges ever came through on any XXXX XXXX statement. XXXX was slower to respond and they had already processed the transaction with XXXX XXXX in the amount of {$4800.00}. It took over 5 months of working with XXXX to get them to reverse the charge and send me a letter explaining that I am not responsible for the charges. ( See XXXX XXXX ). 

Lastly, my dealings with Citibank. on XX/XX/2017, when I called about the fraud, they classified it as a dispute and didn't stop payment on the transaction ( this was an obvious error on their part, which was confirmed by the customer service representative that help me to get it classified as fraud ). When I noticed that the charge of {$9800.00} was still on my online statement a week later I called to re-inform them that this was fraud and should not be on my statement. The charge was then removed from my statement as they put it into fraud investigations. AS STATED ABOVE, THIS MISTAKE HAS RESULTED IN CITI PAYING THE VENDOR! I never received any contact/communication from Citibank on the status of this claim, but I called them on a monthly basis to get an update. When I called in XXXX, I specifically asked if the fraudulent charge would be on my account and subject to payment. The response from the customer service representative was no. I then found out through reviewing my XXXX XXXX bank account that {$9800.00} had been paid through auto bill pay to Citibank on XX/XX/2017. When I called and complained to Citibank in mid XXXX, they said that the charge would be reversed and they would credit my account until the investigation was complete. THE CHARGES WERE NEVER REVERSED. I have called the customer service and fraud teams on multiple occasions and have not had any luck in resolving this matter. I would appreciate the CFPB 's assistance in this matter. Attached is the history of communication from Citi ( See Citi Communication Summary.JPG ). The individual e-communications are also attached.

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