Consumer complaint received 2019-11-08
Company: CITIBANK, N.A.
State: VA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2019, I received a text message from the " Citi Fraud Dept '' asking if I attempted to charge {$2600.00} at XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX( see screenshot attached ). I replied with a " No. '' I received a text message telling me to call them. I called them and spoke to someone to open a case and the customer representative said it was transacted somewhere in NJ. I was in my work office at the time in VA with the card in my wallet. 

XX/XX/2019, I receive a letter that the investigation has been concluded and that " with the information we had, it wasn't enough to support your claim and resolve the dispute in your favor. '' I was confused by this, because the letter I received had a different account listed on it than the one in question. I did not even activate the new replacement account listed on letter. I can't even check my old account online because it was closed and removed from my profile. 

On XX/XX/2019, I received an email saying my account was past due for the new account #. I'm perplexed because again I have not even activated the new card. I call Citi bank and they tell me that the fraudulent transaction that was denied on my OLD card has been transferred to my NEW card and that is why I have a past due payment. I ask what I need to do in terms of payment while this is being resolved. I am told I need to do what I think is best.??? So, I paid the minimum payment including the late fee and asked the customer service rep to reopen the case. I answered the questions they needed answered. 

Here 's the odd thing. The posted transaction on the account is now DIFFERENT than what was send in the initial text fraud alert. Now, the charge is for {$1900.00} to a XXXX XXXX XXXX & XXXX XXXX XXXX XXXX MD on XX/XX/XXXX. 

I was told that someone would call me within the next couple days. I received no calls from Citi, but did receive a letter dated XXXX XXXX ( received XX/XX/XXXX or XXXX in the mail ) that says " Through our investigation of your dispute, we found that your card, embedded with an XXXX chip, was used to make the below disputed transaction ( s ). Since this card was in your possession at the time of the transaction ( s ), we don't consider this fraudulent activity and your account will be rebilled for this transaction ( s ).  '' So, I called back on XX/XX/XXXX and ask to speak to the individual who handled my case. They can't provide a contact number or any way of reaching the person handling my case. The customer service representative tells me that they will " tag '' the issue and have someone call me back. Again, no calls were made to me. I called back again on XX/XX/XXXX and the security operations service team representative basically tells me the same thing that was written on the letter. They can not accept my dispute. The best thing I can do is file a police report or resolve it with the vendor. 

This is my last attempt to resolve this before filing a police report and/or lawsuit. It's impossible for me to be charging my credit card to some company in MD ( or NJ ), when  my physical card is with me in VA at the time of the fraudulent transaction. I have eye witnesses of my location at the time with the card in my hand when I received the fraud alert from Citi.

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