Consumer complaint received 2021-06-05
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:
Dear Sir or Madam, I have been trying to resolve 9 transactions that were not authorized in my Citi credit card since XX/XX/XXXX with Citi. I have been diligently providing information and last thing I did was to file a complaint via mail to request further investigation on XX/XX/XXXX. The mail content is as below, which provides the details of what happened. It has been more than 30 days and I haven't received any reply from Citi so far. 

Could you please help me with it? Sincerely appreciated! 

========================= XX/XX/XXXX Security Services Attention Security Operations Manager XXXX XXXX XXXX XXXX, SD XXXX Dear Sir or Madam : This letter is about the dispute of 9 transactions on XXXX from XX/XX/XXXX to XX/XX/XXXX XXXX credit card number, XXXX XXXX XXXX XXXX, which has been deactivated because of fraud ). 

I filed a dispute on XX/XX/XXXX online, including 9 transactions on XXXX from XX/XX/XXXX to XX/XX/XXXX, and some other transactions. Later on I found that only the 9 XXXX transactions were unauthorized by my husband and I. On XX/XX/XXXX, I called CITI to provide more information and let CITI know that I only dispute 9 transactions on XXXX from XX/XX/XXXX to XX/XX/XXXX, and no other transactions. 
I didnt make the 9 purchase transactions, neither did my husband. 
Since XX/XX/XXXX, I have called CITI more than 8 times to check the status and provide information, including the Dispute department ( XXXX ) and the Customer service phone number on the back of the credit card. I have been diligently providing information. 

XX/XX/XXXX, after talking with several representatives, finally I got to talk with XXXX, a supervisor in the Fraud dispute department. I was told that the case was closed, and I need to provide information to prove those transactions were fraud. I dont feel thats right. Consumer credit cards are governed by the Truth in Lending Act and enforced by the CFPB via Regulation Z. Both my husband and I didnt make the purchase and didnt get any service or product from those transactions. Today, most of the major banks offer a no liability feature on most of their credit cards. I am so disappointed to see that CITI is asking the customer to provide proof that those are fraud and we didnt get the service or product from those transactions. 

I was told that I can write to security operation managers to ask for reinvestigation. So I am here to ask for reinvestigation, and ask for documentary evidence that there is a reasonable investigation conducted. 

A reasonable investigation, according to Regulation Z, may include seven elements, including reviewing the purchases in comparison to the cardholders purchasing patterns, reviewing where purchases were delivered in relation to where the consumer normally shops and comparing any signature slips to the consumers signature. We can find the full list by checking out the section of Regulation Z titled Reasonable investigation.

Please reinvestigate this matter as soon as possible. 

Sincerely,

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