Consumer complaint received 2022-02-16
Company: CITIBANK, N.A.
State: CA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XX/XX/2021 I was notified of fraudulent activity on my Best Buy Citi credit card and reported that the purchases were not mine. Citi sent a new card, which I did not receive. The fraudulent purchases continued on that card and on each subsequent card I was sent in the mail. I reported the fraudulent activity each time, and notified the credit card company that I am not receiving the cards, and eventually asked them to please stop sending them since each card is being stolen. Every legitimate purchase I have made on the account has been at Best Buy, and each purchase was made by staff looking up my account in the store since I did not have my card. 

The company is now claiming that one single purchase, on XX/XX/XXXX, out of multiple purchases on multiple stolen credit cards was not fraudulent and that I made the purchase, based on them claiming I said I had the card in my possession and the purchase was made with the chip reader. I have said multiple times that this has been confusing due to the multiple fraud cases happening one after the next, and I was not clear on which case the investigator was talking about when they called, since it was not clearly specified which incident or purchase they were inquiring about. When I said I had the card in my possession I thought they were referring to the original card. I had also received letters from Best Buy, so at one point I thought I had received a card in the mail but it was just a letter requesting that I contact the company regarding the fraud. 

The store that the fraudulent purchase was made closes at XXXX pm, so it would not have been possible for me to make the purchase in person at XXXX pm. I spoke to the supervisor at the Best Buy store and he told me the store would not stay open for an additional hour for a purchase. Additionally, the company knew the purchase immediately following the Best Buy purchase was fraud and sent me a fraudulent activity alert at XXXX pm for a smoke store called XXXX XXXX XXXX and the card was declined due to fraud. The person responsible for the fraud had made another purchase at that same store on one of the other credit cards that was stolen, and it was obvious that the same person from all of the other fraud cases was using this card as well. Additionally, I was in another city that day, I have credit card purchases from XXXX and dinner in a nearby city of XXXX, and that evening was XXXX, people saw me giving out XXXX candy at my house that evening. I have filed a police report with XXXX Police Department, the tracking number is XXXX. 

The credit card company has blocked my access to the online account so I am not able to see any of the details or dates, which has made it more difficult for me. They have also has refused to provide me with information, such as the phone recordings. I was not given information when I asked to appeal, and was told a supervisor would review the information and contact me. I was never contacted, and when I called again to check on the status, the person I spoke to said the same investigator just reviewed the same information. Any new information or basic logic that I present has not been considered, and I have not been able to speak to anyone else about this situation.

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