Consumer complaint received 2023-02-09
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:
This is a complaint on the Costco Anywhere Visa credit card company. On XX/XX/XXXX2023 my authorized user and I reported fraudulent charges that had been piling up since XX/XX/XXXX2023 up until XX/XX/XXXX. These small transactions between {$1.00} and {$30.00} amounted to hundreds of dollars since there were about 50 fraudulent transactions in total. My authorized user, handed the card over to me because she was confused how these transactions happened since she still had the card. In the following days of her giving me the card and me locking the card myself ( because the XXXX Bank representative said she would close the account on her end, but in fact did not do so ) many more transactions were attempted. This time in amounts of {$200.00} and {$100.00}. I received about 20 of these emails while I was at work, with the card on hand, in a different city. 

I called the company once again on XX/XX/XXXX23 to get an update, the representative said there were notes on the account and there was an ongoing investigation. This time I asked if it took some time for the account to be closed because the last representative had told me she would take care of it and send me a new card, but the app didn't reflect that and I had not yet received a new card. She said that had not been done and she would do it right away. I asked her to send me a confirmation email this time, which she did. It is beyond me why it wasn't done properly the first time. Maybe to let them continue to rack up charges and deem me responsible for them. 

Today XX/XX/XXXX I called again because the phone app dispute center had documented that XXXX found me responsible saying I had the card on hand and since the transactions were made by chip, not magnetic stripe, it was " 100 % impossible '' it was fraud because chips can not be hacked. I asked her if there was any other proof they had, such as cameras at the locations these transactions were made, and she said no. I requested them to resubmit the dispute and investigate further with cameras because neither me or my authorized user were in that area at the time and that would easily prove it. She said that it was at the merchant 's discretion and she wasn't sure that would happen. 

They are currently charging me hundreds of dollars that I don't have as a minimum payment due XX/XX/XXXX2023 for these charges that are not mine after mishandling the dispute from the beginning. They are refusing to work with me on acquiring more evidence, which would clearly prove it wasn't an authorized user making these transactions. They have not given me any documentation to prove that all transactions were made on the chip and not the magnetic stripe and are saying there is nothing they can send me regarding that. 

The worst part is there are multiple methods of proving these are fraudulent charges and they are not doing a thorough job to figure it out. The last representative I spoke to said she would resubmit the dispute. After I asked her to note down I would be filing a complaint with the CFPB, she told me, " You can do whatever you want, and I'll resubmit the dispute, but it won't change ''.

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