Consumer complaint received 2021-08-04
Company: CITIBANK, N.A.
State: FL
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/2021 Re : card ending in XXXX ( closed due to fraudulent charges ) Dear Consumer Financial Protection : I am writing in regard to two fraudulent charges that were made using my credit card number with Citibank, which I have since closed. I had a new credit card number assigned to me. The fraudulent charges remain on my new account. Today XX/XX/2021, I received a letter from Citibank stating that they were not going to issue me a credit and that I would be responsible for the charged amounts. I have an email from XXXX which confirms the charges were fraudulent and XXXX was willing to issue a credit but could only do so if the credit card company contacted XXXX directly. 

The fraudster used my credit card number to make XXXX purchases on line. The purchases were mailed to my house which prompted me to look at my credit card statements. 

I called XXXX and they confirmed through the tracking number on the packages that the fraudster used another email account but used my credit card number. The XXXX representative said to keep the items as it was not my fault. She also said to have Citibank call them and provide XXXX with a complaint form. 

When I called Citibank to report the fraudulent charges they were at first credited but then someone at Citibank transferred the charges to be investigated in the Security Department. This is when one of the credits was removed and was never reapplied. The charge that remains on my account is for {$430.00}. 

The {$42.00} has a temporary credit for {$42.00} but I do not know if it will be affected by the recent letter that Citibank sent me stating I am responsible for all charges. Please note that the {$430.00} charge has been accumulating interest since XX/XX/XXXX when the temporary credit was reversed ( taken off ). I do have a copy of that specific credit card statement showing the charges and temporary credit. 

The {$42.00} fraudulent charge was applied to my account on XX/XX/XXXX. 
The {$430.00} fraudulent charge was applied to my account on XX/XX/XXXX. 
The credit was applied on XX/XX/XXXX and reversed the same day XX/XX/XXXX. 
The {$430.00} charge remains on my current statement. 

Please note that I have communicated with XXXX and they can only give me a credit if Citibank sends them a complaint form and contacts them directly. Citibank told me that they did reach out to XXXX but XXXX says Citibank has not. 

I have copies of XXXX emails stating I may keep the items and that they are willing to credit my Citibank account. This is a Sears credit card but the statements come from Citibank. 

The XXXX representative who investigated the fraudulent charges was XXXX XXXX on XX/XX/2021. 

I contacted Citibank every Monday during XXXX and XXXX and spoke to different agents each time. XXXX a supervisor instructed me to send the packages back but XXXX told me I did not have to, in order to get the credit. The case number Citibank gave me is XXXX. 

I mailed copies of XXXX  email to Citibanks headquarter office in XXXX XXXX, South Dakota stating XXXX had determined the charges were fraudulent and that I did not have to send the packages back. XXXX was willing to issue me a credit but required a complaint form from Citibank. 

I spoke to XXXX at Citibank and she told me I needed to talk to Dispute Department and have them send the claim to Security Department to investigate it there. XXXX in disputes placed a claim on both charges. 

I learned that Disputes handles complaints when the consumer receives the merchandise. Security handles complaints when the consumer does not receive the merchandise. My complaint was transferred between departments because no one knew how to handle a fraudulent charge when the consumer receives merchandise but the consumer does not order the items. 

I am requesting the Attorney Generals Office to investigate credit card companies compliance with investigating consumer fraud complaints and if Citibank, specifically, has made an effort to communicate with a representative at XXXX to get my credit of {$42.00} and {$430.00} totaling {$480.00}. It appears to me there is a training or procedure failure that has resulted in the delay and determination to not credit my account. 

Sincerely, XXXX XXXX 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