Consumer complaint received 2021-08-20
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:
To whom this may concern : Before I begin, let me say that I have spent hours and hours on the phone and months of time speaking to the vendor ( XXXX XXXX, XXXX, VA ) and my credit card company ( Citi XXXX XXXX ). I have done my very best to resolve the issue on my own but unfortunately I have gotten the run-around and Citi XXXX continuously changing answers while being passed from customer service agent ( and supervisor ) to misleading customer service agent ( and supervisor ), all the while enduring multiple dropped calls. Citi XXXX XXXX has strung me along for over 9 months, the most recent letter ( from Citi XXXX XXXX ) dated XX/XX/XXXX states that We're looking into the transaction ( s ) you disputed. But when I call I can not get any explanation as to why this transaction was charged to me. ( A pdf of that letter is attached as XXXX ) I monitor my credit cards religiously and have had a perfect credit record for more than 30 years. I requested ( and was issued ) a new credit card soon after this fraud was revealed. 

On XX/XX/XXXX, 2 fraudulent charges appeared on my Citi XXXX Visa account, one from XXXX XXXX for about {$900.00} and the other from XXXX XXXX for {$960.00}. I immediately called Citi XXXX Visa to advise them of the fraudulent charges. Both charges were temporarily credited. One charge, from XXXX XXXX was never in dispute and the credit was made permanent. The other charge ( from XXXX ) was put into dispute. It is this transaction that I was unable to resolve and is the reason for this complaint. 

Let me state categorically that I have never ordered anything from XXXX, I do not have an account there and the invoice from XXXX ( in the attached Citi.pdf document ) specifically shows that the item purchased was changed without a CCV code AND sent to a fraudulent address in XXXX California that is not connected with me in any way. 

The complete documentation record is attached ( XXXX ). XXXX contains a copy of the letter I signed ( dated XX/XX/XXXX ) that was returned to the Citi XXXX Visa disputes department soon after the fraudulent charge was discovered. 

I also received a the document from Citi indicating the disputed charge was discharged and. that the cardholders card has been CREDITED as a result of this chargeback. Case closed as far as I was concerned. When I returned to the account the following month, the transaction was NOT recredited and I continue to dispute the charge to this day.

I have absolutely no idea why Citi Visa is giving me a difficult time with this obviously fraudulent charge. 

I hope this fits within the CFTS mandate and that you might be able to help resolve this most unfortunate incident. My email and cell phone number is listed below and I would be happy to give any supporting details you might require. 

Sincerely, XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX

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