Consumer complaint received 2020-12-04
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Transaction : XX/XX/XXXX Debit Card Purchase XX/XX/XXXX XXXX # XXXX XXXX XXXX # XXXX ) XXXX NY XXXX Transaction Date XX/XX/XXXX XXXX XXXX ET Posted On XX/XX/XXXX Transaction Type Debit Card Purchase Card Number Ending In XXXX - {$110.00} I originally called I believe on XX/XX/XXXX to dispute this charge. I did not nor have I recently placed any orders through pcrichard.com nor have I visited a XXXX  XXXX XXXX. Especially not in the middle of the night. The original representative said they would take care of this. What they didnt do, was close my account and issue a new card I did this on my own as well. This was a fraudulent charge and this should have been the first call to action. 

I then received a letter in the mail a week or so later asking me for information about the transaction, which I dont have since I did NOT make this purchase. I immediately called and spoke to another representative who said that I should ignore the letter and that Citibank would investigate. I distinctly remember the representative asking if I would call the retailer. To which I said, I prefer if you handle it. For the monthly fees I pay for the account, I think its the least that can be done. 

XX/XX/XXXX, I was looking at my account to see if the charge had been resolved. And it HASNT. After being on hold for a long time, the representative said the second person was wrong, and since they never received the letter with the additional information ( that I cant provide ) the case has been closed. I am asking that the case be reopened and resolved asap. I will try calling the retailer, but I dont have any of the transaction information, besides the date, debit card number and amount ( as above ). 

I spoke with the retailer, XXXX XXXX, and the order ( # XXXX ) was for an XXXX XXXX XXXX ( something I have not ordered ) and was shipped to an address in Florida ( I definitely did not gift purchase anything of this nature ). My address and the ship to address were both blacklisted in their system. However, I can not get name or address without filing a police report. And since the items was shipped and received, the retailer can not refund me the money as they can not get their merchandise back. The onus is on Citibank to help. 

XX/XX/XXXX, spoke with another citibank representative who kept telling me that the case is closed and can not be reopened without a letter ( after me telling her that I faxed two letters ). She then stopped responding ( either intentionally or because of technical difficulties ). I called back and spoke to another representative who said that my faxes were received but it would potentially take up to 120 days to reopen the case. I find this reprehensible and unbelievable frankly. Thank goodness I'm not in dire need of my moeney ( which has been stolen from me ). Now it's the waiting game. I've been a customer for over 20 years, and I'm most likely going to switch banks.

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