Consumer complaint received 2020-08-27
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:
We received our Sears CITI Platinum Master Card statement XX/XX/XXXX for statement closing date XX/XX/2020. This statement showed several fraudulent transactions resulting in {$700.00} worth of charges and payments & other credits or {$610.00}, resulting in a balance due of {$85.00}. We notified customer service at XXXX and advised XXXX these transactions we fraudulent as we had not used this card since purchase reflected on statement ending XXXX and paid. 

XXXX advised she would cancel our current cards and issue new cards. We could expect to receive the new cards within seven to ten business days. We received new cards XX/XX/2020 and activated them but have not used them and will not till this is resolved. 

We received a letter from XXXX XXXX referencing the cancelled cards dated XX/XX/2020 advising they were working on the reported fraud claim. We received a letter from Sears Mastercard dated XX/XX/2020 referencing the new card, advising they are adjusting the minimum payment due on our account by our next payment due date XX/XX/2020 to {$0.00}. We received a letter from XXXX XXXX dated XX/XX/2020, referencing the old account, advising they completed their investigation and have removed disputed amounts and any related fees and interest charged, and updated the three credit reporting agencies to a resolved status. We also received a letter from Sears Mastercard dated XX/XX/2020, referencing the new account confirming the information provided in the XX/XX/2020 letter. 

We received the statement closing date XX/XX/2020 reflecting the new account and it again showed debits and credits which appear to be transferred from the old account reflecting a balance of {$430.00}. We called Customer Service XX/XX/2020 to attempt to resolve the mistakes they have made. XXXX advised they failed to credit {$430.00} reflected on the old account. Sent it back to Investigative Department for correction. Called automated account system XX/XX/2020 and balance still reflected {$430.00}, called Customer Service and XXXX advised the same thing as XXXX, allow another 7 to 10 business days for correction, and late fees or interest will not be charged. 

We received statement ending XX/XX/2020 with a balance of {$430.00} plus late fees and interest charges for a total of {$470.00}. On XX/XX/XXXX, we received a call from a collection agency and spoke with XXXX and explained previous contacts with Customer Service and Fraud Department, she advised this did not belong in Collections Department and got the Security Ops Department on the line and XXXX advised it will take 7 to 10 business days to correct, will not receive any collections calls, you owe nothing and do nothing, he would refer to Fraud Department for correction. He provided written confirmation of what had been discussed. This letter was dated XXXX XXXX referencing the old account and indicated all disputed charges including late fees and interest had been removed and credit reporting agencies notified to update account. 

We received statement ending XX/XX/2020 and it reflected a credit for the {$430.00} but did not credit the {$28.00} fee or the {$8.00} interest charged the previous month. The new balance reflects a past due amount of {$36.00} and a late fee of {$41.00}. Called Customer Service XX/XX/2020 and spoke with XXXX advised her of the situation and she connected me with XXXX with the Investigation Department who advised us not to pay and allow 7 to 10 business days for correction. 

Received a letter dated XX/XX/2020 from CITI indicating our Sears Mastercard account is still open however your charging privileges may already be suspended in the future. Called Customer Service and spoke with XXXX who after explanation connected me with XXXX who I attempted to refer to previous letters but she was not interested and simply asked if I wanted to dispute these charges and hung up.

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