Consumer complaint received 2020-06-30
Company: CITIBANK, N.A.
State: FL
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:
I disputed a series of fraudulent transactions in the amount of {$12000.00} on my account ( total of 8 transactions on XX/XX/20 and XX/XX/20). I have written 3 letters to the credit card company ( CITI  card ) regarding this dispute ( dated XX/XX/20, XX/XX/20 and XX/XX/20 ). I have also made multiple phone calls to the security service line. During one of the calls the employee mentioned that the reason that my dispute was turned down was because according to the merchant I have provided my address and authorized these charges and she said that the address given by the merchant was correct. I do not know who may have provided any information to this merchant. Any prove that the merchant may have submitted of an interaction with me is false, as such interaction never occurred, and this clearly represents identity theft. First of all, these fraudulent transactions were made while I was out of the country in XXXX. As it is clearly documented in my monthly statement our card was used in XXXX several times including on XX/XX/XXXX, date of the majority of these fraudulent transactions. Upon noticing this fraudulent activity, the very same date these transactions occurred, the card was immediately canceled. Furthermore, one of the largest transactions was made after our card had already being canceled, which is very concerning regarding the effectiveness of the credit card company security procedures. I am not responsible for these transactions because the following reasons : 1. I did not authorize or participated in these transactions. 2. The letter from the credit card company declining my dispute stated that I provided my account information to the merchant for a series of purchases. This claim is not true. I did not provide my account information to this merchant. I have not given any information to this merchant. If any information was provided to this merchant, then it was done by someone supplanting my identity ( identity theft ) 3. As stated above, we were out of the country in XXXX when these transactions occurred ( trip dates XX/XX/2020-XX/XX/20 ). This travel was actually notified to the credit card company in advance. 4. I have never had any business interaction with this merchant. 5. I do not know this company and do not know what line of business they may be involved. None of the items charged to my account were shipped to my address. 6. I do not know this merchant and have never order anything from them. Any interaction made using my card with this merchant is fraudulent. 7. We called CITIcard on XX/XX/XXXX immediately upon noticing some of these fraudulent transactions. Surprisingly CITI card authorized additional fraudulent transactions with this merchant using the canceled card ( note one of the largest transactions is from XX/XX/XXXX ). 

I also wanted to mention that one of the attachments that I am providing in this complaint is a fake invoice mailed to my home address by this merchant involved in the fraudulent charges ( named XXXX XXXX ). As expected for this case of identity theft, the company listed in this receipt is not own by me, XXXXXXXX XXXX XXXX. Furthermore, this company is a made-up name and does not actually exist. Phone number listed on the invoice does not belong to me or any of my family members ( XXXX ).. Delivery address listed in this fake invoice is not my address.

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