Consumer complaint received 2020-07-22
Company: CITIBANK, N.A.
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
My personal information was used without my authorization to open a new credit card account with Citibank in XX/XX/XXXX. While I didn't realize that I had a new credit card in the mail, the criminal called Citibank reporting that the credit card was misplaced and a replacement card to be issued & mailed to an unknown address in XXXX ( I am in XXXX XXXX living in the same address for 19 years and have never lived or worked outside the current state of residency, have no relatives & friends in GA ) The card that was mailed to my valid address was never activated and it is still in my possession. Unfortunately, the fraudulent account in question was not discovered until XXXX, XXXX and the criminal charged the card with multiple transactions totaling $ XXXX from XX/XX/XXXX through XXXX  XXXX. I called Citibank on XX/XX/XXXX to report the fraudulent account and the account was closed immediately. Citibank confirmed that all the charges on the account were coming from the card Citibank mailed to GA and, also that there were regular payments made to the account. The criminal utilized the card to make $ XXXX purchase transactions but also made a total payment of $ XXXX, leaving an unpaid balance of $ XXXX when the account was closed. 

In a series of communication with Citibank, I learned that the criminal applied for the account in question over the phone and appeared to have had my SS # and DOB. My name and address used for credit application were missing some information but it was still approved and Citibank granted a line of credit. ( I never lost/misplaced any credit cards or identification, no robbery at my home, and how the criminal obtained access to my personal information is unknown ) The criminal even created an email address with the same name, used this email address to enroll for paperless statements, and because of this I never received the account statements at my valid address until the fraudulent account was discovered. All the purchase transactions were made from various merchants in GA ( except one online service provider in CA ), and the criminal made payments from a bank account that does not belong to me. ( Citibank has not shared the bank account information they received payment from ) I filed a dispute with Citibank claiming this is a fraudulent account and that I am a victim of identity theft. The card used for transactions was mailed to GA address that I have absolutely no association with, and the payments on the account were not made from my bank account. My disputes were submitted to Citibank three times - on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( via email, phone, and trackable mailing services ) along with a copy of a criminal report filed through the local police department, FTC identity theft report, and other supporting documents. I also requested Citibank to provide me with all information pertaining to the account such as ; card recipient information in the GA address, telephone number used by the criminal, copy of signed receipts/details on all transactions made, copy of the script or recorded conversation Citibank had with the criminal, and information about the bank account used for payments. However, Citibank did not provide " any '' of the information requested and rejected my disputes and determined that I am responsible for the fraudulent account without conducting proper investigation. 

Citibank has not yet proved that the GA address they mailed the card, the telephone number used for credit application, the email address used for paperless statements enrollment and the bank account used for payment belong to me. And most importantly, they have not provided any proof of purchase showing the transactions were authorized by me, no disclosure of the transactions including merchants information, goods/service purchased, delivery address of the goods purchased, recording or screen prints of online/phone or in-person transaction including footage during the time of the purchase. Citibank 's fraud department has been extremely difficult to work with and does not seem to even put effort in properly manage and assign competent resources to investigate my case. I have never been contacted by Citibank for additional information or discussion concerning my case, which clearly demonstrate their lack of corporate responsibility in addressing identity theft, helping victims and correcting their actions as it is also Citibanks system that allowed criminal to unlawfully access to my credit line.

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 non-monetary relief