Consumer complaint received 2022-02-10
Company: CITIBANK, N.A.
State: IA
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 called Citicard to report fraud on our credit card that was discovered by me when collecting old Citi credit card statements for tax purposes. I discovered that back in XXXX, beginning on XX/XX/XXXX and ending on XX/XX/XXXX charges and cash withdrawals were made on our account from XXXX, XXXX, XXXX, and XXXX the total of these charges was XXXX. This, of course, does not include interest and cash withdrawal charges, which are high. I was told by XXXX in the fraud to send copies of all statements with letter and disputed charges underlined. This was sent out on XX/XX/XXXX. I was told it would be 90 days before resolution. After 90 days and no communication, I called again and after much difficulty was told by XXXX that they never received the information. Keep in mind, all this information is available to them from their own records. So I mailed them again on XX/XX/XXXX. I have verification that they in fact received the certified package on XX/XX/XXXX. On XX/XX/XXXX I received a letter by regular mail stating, in summary, that they had tried to get in touch with me for more information, but since they couldnt they used information they had which, and I quote, wasnt enough to resolve the dispute in your favor. Your dispute has been closed. I called them just as soon as I was able, which wasXXXX, and informed them that at no time did they make an effort to contact me either by home phone, cell phone, or email and that all these numbers and addresses were on file with them. I started out talking to XXXX who was very helpful, however, as often happens, we were cut off and when I called back, talked to XXXX. I explained again the lack of communication on their part and he apologized for the trouble and said he was reopening the case and resolution would take another 90 days. 
Having had absolutely no response from Citicard I submitted a complaint to cfpb. That claim was presented on XX/XX/XXXX and assigned ID # XXXX. In response to this complaint Citicard actually contacted me by email, lied to me about having tried to be in touch by phone, ( though its very telling that they were willing to use email after the complaint was filed ), and requested answers to 11 questions. I answered those questions. They acknowledged receipt of answers with an email sent to me on XX/XX/XXXX. The email further stated, and I quote, Your communication has been received and will be reviewed with the highest priority. I never heard from them. 
So, on XX/XX/XXXX I called yet again and spoke to XXXX. This person said they had not received the paperwork for the fraud. When I confronted her with the fact I had proof they were received, all of a sudden, after being put on hold, they were discovered. Then she told me that the case had been closed on XX/XX/XXXX. This is the case closing I mentioned earlier that was reversed. Also, I find it interesting that she would try to sell me on a case closure when Citicard had responded to my complaint 7months after this closure. In other words I was being lied to. The best I could get out of her was she would reopen the case. She was in quit hurry to get me off the phone so I let it go. 
Today, XX/XX/XXXX I was for contacted on my land line with a message left. This message asked for a return call as they had questions. I returned the call a couple hours later only to be told AGAIN, that they had not received the paperwork. After again telling them I had proof they did in fact receive it, I was put on hold and told again that after looking further, they did in fact have it and that they would be contacting me. As they have given me every reason to disbelieve them and after 18 months of trying to resolve this, I am now filing an updated complaint. Thank you for your time and I hope you can help me resolve this issue. 
See complaint filed XX/XX/XXXX for supporting documents.

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