Consumer complaint received 2017-11-18
Company: CITIBANK, N.A.
State: NM
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:
In XX/XX/XXXX we received a call from Citibank saying there may be a suspicious activity on our account. We reviewed the information with Citibank representative and it was determined that our credit card was compromised and that a number of the charges on our bill were not purchases made by us. Among them were charges from Macy 's for {$550.00}, XXXX XXXX XXXX for {$17.00}, XXXX XXXX XXXX for {$1100.00}, XXXX XXXX for {$590.00}, and XXXX XXXX XXXX XXXX for {$1100.00}. 
All of these charges were initially credited back to our card. All of the disputes, expect for the XXXX XXXX XXXX XXXX for {$1100.00}, were settled and the credit was permanently placed to our account. 
The charge for XXXX XXXX XXXX XXXX for {$1100.00}, however, was put back on our account. We received a letter from Citibank dated XX/XX/XXXX informing us that they reversed the credit on our account because they were able to verify that the merchandise was shipped to our address. It is correct that the merchandise was shipped to our address, and, in fact, we are still storing it in our living room until this dispute is resolved. But we never ordered it, have no use for it, and do n't even understand what the merchandise does. If anything, I believe that we are owed storage fees. Based on the shipping label, the order was made from a phone number ( XXXX XXXX XXXX ) that is not associated with us. We have tried this phone number and got a live person on the other side of it, but she refused to identify herself. We have no idea why the merchandise was shipped to our address, but the only plausible explanation is that XXXX XXXX XXXX XXXX got this address from the credit card company, Citibank. We have called XXXX XXXX XXXX XXXX three times on XX/XX/XXXX in an attempt to return the package. XXXX XXXX XXXX XXXX indicated that they will email us a return authorization label, but they never did. This merchandise is heavy and costs a significant amount to ship back at our expense. In addition, there is no guarantee or indication that the credit will be restored if the company does receive the merchandise back. 
In further follow-up attempts, we called Citibank on several occasions, including : XX/XX/XXXX was asked to write an email to the Billing Dispute department referencing a case number XXXX, which we did on the very same day. There was no response. 
XX/XX/XXXX was told that someone will get back to us, but no one ever did. 
XX/XX/XXXX was told that Citibank will not reverse the charge. 
We can not and should not be held responsible paying for a merchandize we did not order that was part of a greater fraud, and that the only reasonable explanation to how the merchandise was shipped to us is that Citibank somehow provided that information or it was obtained from Citibank as part of a security breach. At this juncture, it appears that Citibank is illegally colluding with XXXX XXXX XXXX XXXX to charge us {$1100.00}. 
Respectfully, XXXX and 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 monetary relief