Consumer complaint received 2018-06-26
Company: CITIBANK, N.A.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX was contacted by Citi Fraud about suspicious activity on my card. I immediately identified the suspected charges as fraud and we canceled the current card. The charges were about 200 dollars and were gas and food charges.

A few days later, I had an interview with the fraud department and we went through the statement and I identified what charges were fraud and which were legit ... I stated that all the airlines tickets and XXXX XXXX charges were legit. 
Over the next few weeks i had two more calls with the fraud department, again stating what charges were fraud and which were legit. In all three calls I identified what was fraud and that all XXXX XXXX charges were legit. 
On XX/XX/XXXX I was notified that all my airline tickets purchased is XXXX had been canceled. I contacted XXXX XXXX and was told that Citi called and said these charges were fraud and XXXX canceled all the tickets. This was 3 days before our departure date for XXXX. The tickets were in my name. Because XXXX reported it as fraud, XXXX XXXX put my entire account on hold. It took 5 hours on the phone to get citi to admit this was done in error and we were able to rebook the flights ... it was a total disaster. I actually had to do a conference call with Citi and XXXX to get it resolved. Who buys airline tickets in their own name ... the same name as the card holder and claims it's fraud. 
After my return from XXXX, I went to my home in SC only to discover i had no internet access. After calling my internet provider I discovered that Citi had informed them that the internet charges for 3 months out of 18 were fraud ... so they canceled my internet service. The citi card was set up on autopay for 18 months yet Citi claimed 3 months were fraud. I had to pay fees to get my internet service reinstated. 
On XX/XX/XXXX I logged on to my XXXX XXXX account to find I was missing XXXX miles from my account. I called XXXX XXXX and they told me that Citi informed them that the membership I purchased for the XXXX XXXX on XX/XX/XXXX was fraud. So they refunded citi the money and then deducted XXXX miles since I had been using the membership since XXXX. 
On XX/XX/XXXX I entered the XXXX XXXX club in XXXX and was allowed to enter but then I was paged and told I must leave because my membership has been terminated. This issue is still unresolved. So I paid for a membership ... .Citi charged me for a membership ... XXXX deducted miles to pay for the membership and yet I still get kicked out. 
Citi is now calling to collect payment ... why should I pay until all issues are resolved ... I have been a Citi card holder since XXXX ... paid bill in full every month ... charged up to 75K per year and this is how Citi treats its customers.

I have had over 13 calls to Citi and they listen and say we are sorry for all the problems and then I never hear back ... ... they dont care ... .they simply dont care about how they treat customers ... 
Based on my statement they claimed over 9000 dollars of charges were incorrectly classified as fraud ... only to due a credit reversal for all these charges 7 days later. 
I have no idea how many companies were contacted by Citi claiming fraud nor how many refunded payment to Citi ... they cant or wont tell me.

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