Consumer complaint received 2019-12-24
Company: CITIBANK, N.A.
State: CT
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:
Approximately, mid-XXXX, XXXX, I went to withdraw a modest {$100.00} from my savings account from the ATM. My card came back out with a slip stating that I had an insufficient balance. I went into the bank to find out that my savings account which was linked to my checking account had been wiped clean. Further investigation showed that my Sears account, which is a Citibank card, had been used without my consent for purchases made in Georgia to the total of {$16000.00}. I immediately called Sears and blocked my card as well as closed my checking account. I received written notice that Sears was investigating the fraudulent activity and that I was not responsible for any of it. Since then I have received my Sears statement and it appears to have been reversed as well as my money is back in my checking account. Within two days, I was contacted by Citibank about my Diamond Preferred card and that someone from Georgia requested that a card be expedited to them. I explained that I have not authorized any other users on my account. Apparently, a card was sent to this person who had a hard time verifying my information when trying to activate the card, so he was sent a letter from Citibank and when he called back, somehow he was able to activate my card. Please keep in mind that I, the account holder, never received a new card. I was told that I should only respond to written communication from Citibank from that point on. I received a letter with a reference number on it, which when I called Citibank, they had no matching reference number. I asked to make a payment on both cards, my Diamond Preferred and my Thank You card and I was told that both accounts had been blocked so I couldn't do anything at that point. Citibank has reached out to me, on the phone, many times and the first thing they request is my credit card number. I've explained that I don't have the new account number as I never received a card, then they want my Social Security number which I refuse to give out anymore, in light of what has taken place and then I'm told that they can't help me without one or the other. I was fortunate enough to have someone ( XXXX ) on XX/XX/XXXX who was able to find my account by using my home phone number. Once he opened my account he passed me along to XXXX in the Early Warning Division who was probably the most helpful person so far. He told me that after Citibank had expedited the other person my new credit card, that they blocked the account and didn't send me one, which I found to be unusual. XXXX informed me that my case has been sent to their Security Service Division and their phone number was provided to me. He said they would either email or send me written correspondence to discuss this situation. He also told me that the individual who has my credit card has now run up a new total of approximately {$96000.00} which is amazing considering that my card has a credit limit of {$13000.00}. I notified the Credit Bureau of this situation in XXXX and they said a one year fraud protection service had been put in place. My most current statement shows a balance of {$36000.00} +/- as of XX/XX/XXXX which means the individual has been able to somehow continue to charge on my account if the current balance is truly {$96000.00}. As a result of this, all of my credit cards, ATM cards and banking account have been changed at least once, some twice. My credit score has dropped almost XXXX points due to this activity which is very bothersome as I have worked very hard to get it up to where it was before this all took place. I would like this to be rectified as soon as possible so that I can pay off these accounts and get back to some sense of normalcy. I am truly disappointed in Citibank 's lack of interest in the handling of this situation, I feel as though I am just another number to them and they don't care how much this has disrupted my life, both financially and personally.

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