Consumer complaint received 2018-01-04
Company: CITIBANK, N.A.
State: NC
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 XXXX XXXX thru the XXXX, I was on a business trip in XXXX and used my credit card for purchases and services. On XXXX XXXX, I received a fraud alert text from my credit card company asking about a {$1000.00} purchase/cash advance just made with my card. I replied to the text stating it was fraud as I discovered I had lost my card and wallet. I then called my credit card company to report the theft/loss. I told them I did not make the {$1000.00} charge. They stated that they were closing the account and mailing me a new card. However, later on that evening, I logged into my credit card account to check the charges. There was ANOTHER charge after this first fraudulent charge in the amount of {$2100.00}. I called my credit card company to inform them of this and did not understand how another fraudulent charge could have happened after I earlier called them and they closed the account. 

Two weeks went by and I noticed that the {$2100.00} charge was removed from my account as it was in dispute, but not the first fraud charge of {$1000.00}. Two weeks later, I again had to call them about this matter and they finally took off the {$1000.00} charge. 

I received multiple calls from my credit card company and a letter stating I had to provide more information or the case would be closed ; however, I spoke to my company on numerous occasions to give them all the information they required. Finally, near the end of XXXX XXXX, I reached the investigator again and asked him what else he needed to resolve this matter. He stated that the transactions required a pin or other personal information, and asked how I thought this may have happened. I told him that I had no idea. My wallet was stolen when the card was stolen and it contained personal information. I told him this, but stated I had no idea how criminals make these fraudulent transactions. I also stated that I called the company and closed the account after the first transaction ( the XXXX one that they alerted me to ), and I had no idea how the second one ( XXXX ) could have even happened. I received a voicemail back from the investigator a few days later stating that he had resolved the charges in favor of the merchant. On XXXX XXXX both charges were reversed against my new account. I then received a letter stating that they had decided in the merchants favor as I had provided the card and personal information to a third party ( which I clearly did not )! 

I called the company back multiple times. I asked to reopen the case, they said that was impossible. I asked if I could appeal the decisions and they told me NO. I then asked if a new investigator could be assigned to look into this matter as I do not think due diligence was done and the case was poorly handled. I was again told that this was not possible. I then called the direct number for the investigator and left a voicemail asking to speak with him and that I had issues with the resolution. I received no call back.

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