Consumer complaint received 2019-03-27
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Citicards has a false, misleading advertisement on their credit card policy called " 0 Liability Fraud Protection ''. Here is the link : XXXX XXXX XXXXXXXX According to their stated policy : Included with Select Citi Cards Youre protected against unauthorized charges on your consumer credit card account. 

At Citi, you will not be responsible for unauthorized charges ( charges which were not made by you, or anyone allowed to use the account ). 

I feel that I have been wrongly treated by Citicards based on their misleading statement of their 0 liability fraud protection. I have been dragged along by Citi for over 3 months on a fraud dispute I made in XX/XX/2018. They assured me I would have all my money back then and they closed my credit card and issued a new one. Now I am dealing with the horrific stress of card charge reversal that is affecting my mental and physical health. I have not been sleeping and eating since the reversals were notified to me last week. 

I told Citi that I refuse to pay the unauthorized charges but they told me that will affect my credit report and end up in late fees. Why am I being punished for being a victim of fraud -- according to their advertisement ( unauthorized charges-charges not made by me ). 

Here is my letter to the Citi Dispute Department : XX/XX/2018 Hello Dispute Department, I have called almost everyday since the reversal of {$100.00} and {$100.00}. I even requested to the Investigation team to reopen the closed case for {$100.00} from XXXX XXXX  Why am I not afforded a rebuttal for this case? I was never given a chance. That is terrible customer service from Citi. That is why they are called scam artists- they provide false documents and false websites and take our hard earned money. 

I attached a XXXX posting from customers contacting XXXX XXXX of the false advertisement using her name for the product. It's the same situation I am going through. Please review attachments. It is incredibly wrong to charge customers without notice in any form ( email or letters or receipts or confirmation email ) that there is a " terms and conditions '' applied to an order without ever placing the information anywhere. Then using our contact information to place more orders we did not place. I never received a second shipment on the XX/XX/18 " order '' they placed without my authorization. They are placing false charges for false shipments that do not arrive. Why am I paying for something that I did not order in the first place and on top of that never received! 

I feel that Citi is not protecting its loyal clients. I have never been late with any citi card bill. I always pay in full amounts. If you look at my credit history with Citi, you can see I am one of your best customers. I even have 2 different cards with Citi. By not protecting us, you are encouraging scammers and illegal activities ripping off customers. You are enabling the online scamming system.

I have been ill treated from day one of my fraud alert call to citi in XX/XX/2018. I did all the right things by notifying Citi of unknown, unauthorized transactions -- and strange " XXXX XXXX '' names of the business. 

I have filed FTC, XXXX, and Attorney General Complaints. I called the XXXX XXXX vendor for refunds and they have no return or refund policy and refuse to let me talk to their supervisor, saying since I have done a dispute with the credit card, my account is forever locked and can not be worked on. Without your help, we are being victimized and more customers each day will have the same terrifying scenario I am going through.

Unfortunately, with my ill treatment at Citi, I will be closing all my cards after the final dispute is closed.

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