Consumer complaint received 2019-02-21
Company: CITIBANK, N.A.
State: CO
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:
XX/XX/19 - Received email alert about suspicious activity. I did not make these purchases, spoke with rep, who canceled card and issued a new one. 
XX/XX/19 - Had NSF fee from bank where Citi company tried to process payment for full amount of card. 
XX/XX/19 - Spoke with agent at Citi who told me I did authorize that payment over the phone, initiated investigation since I did not do this. Changed security password on account. I was told by agent that another attempt would not be made. She had offered to credit my account back the {$3000.00} for payment but I explained it did not actually get taken out, it was declined, I just want to make sure it does not hit again. She assured me it would not. Called my bank who gave me a courtesy refund on amount of NSF change. They said they would not do it again and that I need to make sure Citi does not attempt to take again, or I will get hit with more fees. I assured them that Citi had said it would not. 
XX/XX/19 - Citi attempted again resulting in another NSF Fee from bank. 
XX/XX/19 - Spoke with several people over course of 2+ hours at Citi . I was  first given the security department number by person on Chat service, who told me I had to wait until I received new cards to do anything. I called security department, who accessed my account with old security word, even though I made attempts to access with new, even spelling new word, they finally accessed with old. I even told them it was old one and security guy admitted to accessing with the old one. He kept telling me he couldnt  help me and gave me a number to call. I called that number which was incorrect department, she was not able to find my account to access. I was then transferred to another department and the person accessed my account again with old password, even though I tried with new one. I was once again told several time I would have to wait until new card arrived to dispute charges, even though I was telling him the issue was with Citi attempting to take payment from my Compass checking account, a payment I did not authorize and was told would not attempt again. I also tried to get a supervisor on the phone since I did not feel like he was understanding the issue. He kept saying I needed to wait until I had card and call back. I was not sure when I would get new card and I decided to end call since I was highly frustrated at this point. 
XX/XX/19 - call back, spoke with rep who did access account with correct password. She said she is not able to issue refund to bank but did issue {$40.00} credit to card. She assured me several times it would not attempt again. 
XX/XX/19 - Another attempt made. resulting in another {$38.00} fee from bank. 
XX/XX/19 - called customer service at Citi again. First rep told me she could not issue any more credits. That there is no way to stop the payments, I would have to do stop payment with bank. Also told me to call back to see later if they could issue more credit. Spoke with supervisor. She was able to issue {$76.00} and told me that payment would not be attempted again, that past information was incorrect and they would make 3 total tries. She also mentioned that the payment was already flagged and being held since it was unusual - higher than normal payment and a phone payment instead of online. She also said there is no way to email me notes on issue so I have it documented for my records, just that it is on file. 
At this point I have spent 5+ hours dealing with this. I am out {$76.00} in my checking account which is not extra money I have. Citi is giving credit to account but that does not help with money in my account currently or bills I need to pay now.

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