Consumer complaint received 2023-04-18
Company: CITIBANK, N.A.
State: TX
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:
On XX/XX/2023, I checked my online banking system for my Best Buy Credit card due to a transaction at XXXX being denied. When I checked my online profile, my card was {$390.00} in the negative but the charges had not yet been processed on my account. On XXXX XXXX, I proceeded to call the Best Buy Credit Card customer service representatives, and opened a fraud claim for 3 charges that they were able to see on their end. The 3 charges were {$90.00} XXXX XXXX XXXX, XXXX Texas, {$250.00} XXXX XXXX, XXXX Texas, and {$210.00} XXXX, XXXX Texas. On XX/XX/2023 I received a phone call from Best Buy Credit Card Security Operations Team to provide more information about the fraudulent charges. The information I gave them was that I had not filed a police report ( I was not aware that was something I could do with credit card fraud ), that I believed that I had the credit card in possession the whole time and that I thought that the card numbers might have been stolen from a gas station while I was pumping gas but I truly was not sure. After this phone call with the Security Operations Team, I waited to hear anything back about my card, I received notification in the mail on XXXX XXXX that the investigation process had started. On XX/XX/2023, I checked my online account to find that the fraudulent charges had been double charged to my account. I then proceeded to call customer service once again to report the second charges, in which they made a note about it in my claim file, and told me to call security operations about it. On XX/XX/2023 I called security operations and was told that when fixing fraudulent charges on an account sometimes it would double charge but all of the charges would be dropped soon. Today XX/XX/2023, I received notification via mail postmarked XX/XX/2023 that my claim had been denied and that I was responsible for paying for the fraudulent charges due to not identifying the fraudulent transactions In which through out this entire process I have identified the charges as fraudulent everytime that I have called customer service or security operations. After receiving the notification today, I called security operations once again to ask about the denial, and I was then told that maybe I didnt have enough information/evidence, and I asked to reopen the claim as well as provide more evidence over the phone. I proceeded to tell her I have never been to the locations that the card was charged to and hadnt even heard of XXXX until this occasion. All of my credit card transactions up to that point had taken place in XXXX, Texas so Im not sure how it could have been used elsewhere. I also reiterated the 3 charges that were fraudulent. I was told that the case would be reopened.

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