Consumer complaint received 2022-04-01
Company: CITIBANK, N.A.
State: CA
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:
XX/XX/XXXX I received an email from Citi Bank XXXX XXXX ( known as best buy citi visa card ) stating that someone in XXXX, XXXX was trying to make a purchase of XXXX XXXX on XXXX I also received a text message. I immediately called them and told them this was clearly fraud and to decline any purchase made after XXXX ; which I had made instore near my home in XXXX, XXXX. They told me they are not able to talk to me until after I receive a code in the mail to provide to them. When I got a hold of that code I called them to unlock my account and see what was going on. By then they had allowed several charges. These charges were made in XXXX with the following companies : XXXX, XXXX XXXX, XXXX, and XXXX XXXX XXXX. I filed a claim and they assured me everything would be tooken care of. Two days after filing that claim other charges appeared with the from that same card that was compromised. I unfortunately did not write down which purchases were made in what order. I tried retrieving that information as of today XX/XX/XXXX from my best buy citi account, online, it shows that " no purchases have been made within 6 months ''. As of right now XXXX and XXXX XXXX XXXX have resolved the issues. I am not to sure about this because I never got a letter stating that those 2 were resolved but a Citi worker told me on the phone that those 2 companies were able to work with me but XXXX and XXXX XXXX are being reluctant. I contacted both companies ( XXXX and XXXX XXXX ) twice after the fraud claims. Both companies assure me that Best Buy Citi should be able to take care of it because they do notice that my name, address, email and phone number do not match that of my Best buy citi visa card. My issue is that Best Buy Citi keeps closing my fraud claims because they state that the card was in my possession and that the info matches. I do agree that the card was in my possession but I did not make those purchases. My information on my card does not match. I keep calling Citi 's security operations department and they also agree that my information does not match so they keep opening up my closed fraud claim. At this point the company ( Citi Bank XXXX XXXX ) is not willing to help me although they had claimed to be fully liable for any fraud made on my account. The company XXXX advised I speak to a supervisor at Best Buy Citi bank because she also agrees that fraud can occur even if I never physically lost my card. She also stated that my information does not match. I was only able to get ahold of XXXX through email and they advised filing a chargeback if Citi bank XXXX XXXX is not helpful with the fraudulent purchases. XXXX stated they can not give further details of the purchase when I asked about tracing the location of the person who fraudulentley used my account because it is a fraud claim. As of now I have a balance on my best buy citi card that states that I am fully liable for the amount of XXXX XXXX  ( on my paper copy statement it says XXXX from XXXX and XXXX from XXXX XXXX XXXX XXXX  ). I've never had a fraud charge so I am having trouble resolving this. I am looking into making a police report.

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