Consumer complaint received 2020-04-28
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/XXXX, I received an email from CITI Bank, regarding a suspicious activity on my XXXX XXXX card and wanted to verify if these charges were legitimate, to which, we got in touch with CITI and informed them these charges were NOT authorized by us. Therefore, Citi cancelled the credit card and sent me a replacement card. The unauthorized charges were removed as " Security Credit '' In the meantime, the balance on my previous month 's ( XX/XX/XXXX ) was {$4600.00}, and I also had my own credit with them in the amount of {$70.00} and {$1000.00}, a total credit in the amount of {$1100.00}. So, on my XXXX Statement for replaced card showed that my XXXX chares of {$4600.00} was cleared from the credit. In the meantime, since I received the new card around XX/XX/XXXX, I was unable to access my credit card activities online for which I had t spend numerous hour with CITI Bank IT to have it fixed. This took 2 months before was able to access my charges activities, during which time CITI Bank kept calling me for payment of the past due amount to which I informed them that I could not pay without seeing my charges, so I was told that they would have to mail me the hard copies of my Statements. I received my Statements towards the end of XXXX, on which I saw that the fraudulent charges were still present, so had to go back and forth with CITI to resolve the issue. According to CITI, after they removed the charges, The Merchant from where the fraudulent charges occurred processed a credit as well, in all of this we could not agree with the actual payment amount that was needed to be made. However, since XX/XX/XXXX, we had made new charges in the amount of {$59.00} on XX/XX/XXXX and on XX/XX/XXXX, {$290.00}, a total charge in the amount of XXXX We were told by CITI, that although there is an on going dispute regarding the fraudulent charge, the best thing to do would be to clear the new charges ( {$350.00} ) which we did. On my XX/XX/XXXX Statement, the  charged in the amount of {$2900.00} XXXX the fraudulent charges ) appeared again. In the meantime, the total amount charged to me in the form of fees and interest charges is {$570.00}. To add to this, on XX/XX/XXXX, I was hospitalized for a XXXX XXXX   XXXX, which is why it is only now, that I am able to address this issue.According to my understanding, the amount due is {$3500.00} ( Not including the fees and interest charges ) which I have paid in full. 
From my end, I have paid the full amount I owed to CITI. I have spent countless hours with CITI on the phone trying to resolve this matter, getting a run around to talk to Customer Service, to Fraud Prevention Department, to Collections Department over and over and having CITI representatives hang up the call etc. All of these calls supposedly should be recorded, in case verification is needed! 

THIS HAS AFFECTED MY CREDIT RATING AND I AM NOT ABLE TO APPLY FOR ANY SORT OF LOAN FOR MY BUSINESS WHICH I VERY DESPERATELY AM IN NEED FOR DUE TO THE INTERRUPTION OF MY BUSINESS AS A RESULT OF COVID -19. I would greatly appreciate your intervention in resolving this for me. 

XXXX XXXX Email : XXXX Phone : 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