Consumer complaint received 2021-07-19
Company: CITIBANK, N.A.
State: MD
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:
My husband was the primary account holder of a Citibank Shop Your Way XXXX, and I ( his wife ), an authorized user. We had 2 credit cards with identical account numbers, the only difference being our names on each card. In short, one card was lost, and a criminal found it, and charged over {$1000.00} during a shopping spree that spanned 3 days, at a mall in another town. I called Citibank to report it and what should have been a straightforward fraud claim, where the consumer was not held liable for fraudulent transactions within a certain limit, as per their marketed policy, instead became a series of frustrating and stressful interactions with Citibanks audit department, where they were treating us like the criminals, accusing us of having made the transactions without providing a rational basis for their conclusion, much less any evidence. We have been dealing with this issue for 8 months and counting. Below is more detail, although not thorough detail, in order to spare the readers time and to increase clarity, but I get a feeling that most have already experienced this level of incompetent and unjust customer service and can imagine how much painful detail I am leaving out, which should not be taken for granted since the stress that impacts a person is very real and hurtful, to the person and their financial situation.

On XXXX XXXX XXXX, at XXXX XXXX XXXX ( when I cant sleep, I pay bills ), I called Citi 's customer service line at XXXX XXXX XXXX XXXX, to report 23 fraudulent transactions that posted to our account from XXXX XXXX to XXXX XXXX, totaling {$1000.00}. The conversation lasted 32 minutes. The representative and I went line by line to ensure I identified the charges that I was CERTAIN were not made by us. Furthermore, my motive for calling Citi was not to report a missing card ; As a matter of fact, when the representative asked me if I had the credit card in possession, I advised her that I only had my card, but not my husband 's, and THATS when I realized that my husbands card was lost, and someone picked it up and went to a mall in another town on a shopping spree. Let me be clear, there were 17 transactions that I did not flag as fraudulent because they were made in my town, and at establishments which I patronize. However, this does not mean that I was confirming these transactions as having been made by us. I wanted to be honest and only reported what I knew for sure was fraud. Furthermore, I explained to the representative that the fraud transactions were made at a mall that I do not frequent because it is in another area/town over 10 miles away from me, and I especially was not leaving my little town due to COVID precautions, much less hanging out a mall! Also, the stores they purchased items at such as XXXX, a nail boutique, XXXX XXXX XXXX, were not establishments I patronized. The representative was helpful, supportive, and explained to me that they would conduct an investigation. Furthermore, the representative took proper actions and canceled both credit cards, and requested for new cards with new account numbers to be mailed to us. Additionally, I also took the time to file a police report since the dollar amount of fraud rises to the level of a federal offense. I wanted the person ( s ) caught, and charged! The police officer explained to me that the bank would take the lead on the investigation and that they would be on standby for any support requested on behalf of Citibank. Over the following 2 weeks, in mid-XXXX, the 23 transactions were credited to our bill, we received the new cards, and I thought it was over and felt satisfied and thankful.

Then in XXXX to my shock and disbelief, the 23 transactions were re-billed, in addition to interest and fees, and our nightmare of dealing with Citi 's " Security '' department began. Apparently, there are 2 departments, there is a first line security department, that seems to be reasonable, and then once they make a decision on a fraud claim, it goes to an Audit department? I assume this is the protocol because the-what I will call first line security department, has on TWO occasions credited those 23 transactions to our bill and then the audit department has re-billed it on both occasions. It is that second group that has behaved outrageously by re-billing the charges twice, and not explaining on what basis they make these decisions.

We have had over 10 calls, with that audit department, the first line security, and even the Executive Response Unit ( ERU ), which has no power or authority whatsoever. Citibank is not diligent, nor truly trying to conduct good, efficient, and credible investigations. Apparently, notes get typed up, and when I call, they ask me questions that an investigator had, such as was the card in your possession? ( I had provided the answer to this to the first rep, but ok, Ill answer it again ). It started to feel like a game of telephone! Somehow our responses would be twisted, taken out of context and this is because so many different reps provide input. The biggest misinterpretation was the fact that because I did not identify 17 transactions as fraud, and according to the audit department, my husbands physical card was also used to charge one of the transactions that we did not report, therefore, the fraud transactions were made by us as well. Follow me? It was XXXX. They never gave me a date, or advised me of which transactions they were referencing, I think at one point they stated they could not share that information. What? So you have a basis for denying my claim but you cant tell me? You wont give me an opportunity to possibly explain further?

During one of my interactions with the first line security, in early XXXX XXXX, I questioned their investigative procedures. I asked if they had requested video from the stores, receipts, etc. Apparently they do none of this! They base their investigation purely on what the customer tells them, then they claim to check the statement? And that is it. This particular representative turned it around on me and asked what investigating have YOU done? Bring us evidence, show us it wasnt you I literally cried two, maybe three times out of sheer frustration, this was one of them. I advised her that no one had ever advised me to investigate. I advised her that the first representative told me that Citibank would investigate, and that the police also advised me that Citibank would investigate. However, I advised the representative that I would take my own action, and that day, I marched out to that mall, visited about 7 locations and recorded every single interaction with their security departments. All of them stated that they only keep security footage approximately 3 months, and since no one signs receipts anymore they also didnt keep such records for long. I composed an email and sent it to XXXX, ( email was provided to me by a first line security representative ) and advised the assigned audit department security specialist about MY investigation and attached all the voice recordings. I also included information on the police report I filed. NOTHING resulted from that email. I never got an acknowledgement of receipt, nothing!

I had hope when I began to deal the ERU I would start getting somewhere ; However, the first person from the ERU couldn't care less. He never followed up with me as promised, and nothing was done. I called back and spoke to a second young lady, who has been the best of the lot, and during this last contact, I advised her that I was reporting transactions that I did not recognize and that I never confirmed that any of the other 17 transactions were mine. So she asked me to confirm what I did know to be charged by us, I proceeded to identify 2 out of the 17 transactions. So at that point, It was established that there were 2 transactions that I knew were ours, 23 that I knew were not ours, and the rest I did not know and could have been fraudulent as well. She promised to follow up with me over the next two weeks. However, by that point, my husband had cancelled the account, and after we were credited the 23 transactions, along with fees, and interest, for the SECOND time, we paid it off ; but when they RE-BILLED the 23 transactions for the SECOND time ( fees and interest included ), we had another monthly payment and we stopped paying. Therefore, a Citibank representative called me before the second ERU representative had an opportunity to follow up. This was my last interaction with Citibank. During that conversation, I again, patiently explained to the representative the issues, and why were not paying. She seemed concerned and once again stated that there was a question in the notes that needed an answer before they made their final decision and asked who had your husbands card when it was lost? I confirmed that I had both cards in my wallet when It was lost. Then, like a recurring nightmare, the game of telephone ensued, my words were twisted because I received a final notice stating that my claim was denied because We were advised by [ my name ], former Authorized User, on XXXX XXXX XXXX, that your card and her card were in possession. Oh my God. I felt deflated, frustrated, not heard, injustice, stressed, emotionally distraught and had to stop dealing with this for 3 weeks, until now, I am taking this step to keep fighting.

We had an {$80000.00} credit limit, and at the time of the fraud we owed about {$3500.00}, and intended on paying off the credit card within a month. I mention this so that you understand that my husband and I do not have a need or the will to commit fraud. We are both professionals, and responsible with our financial commitments, being dead beats is not our thing. Additionally, we work in professions where this kind of behavior could hurt our ability to stay employed, and find it absolutely outrageous that Citibank can so flippantly accuse us of having made these transactions, without a credible investigation, and without giving weight to their own policy of not holding customers liable for fraud. Citi continues to insist that we charged those transactions, charges us interest, and has advised us that they are placing a permanent note so that the credit bureau does not remove the reports from our credit reports. I find this behavior to be malicious.

My questions for Citibank are : 1. Why do you not review store video, and in a timely manner?

2. When you have situations where there are authorized users and multiple cards exist, why cant customers tell which card was used to make the purchase since the account numbers are the same?

3. Why do you not answer emails?

4. Why do you not care to obtain the filed police reports?

5. Why not give the customer the benefit of the doubt?

Further comments : Citibank policy of solely going by the customers initial comments is bad policy and not a good investigative tool to base your decisions. Your representatives dont ask all the right questions and we shouldnt have to be penalized. Furthermore, because your representatives do not ask the right questions, when they do come up later on and the customer attempts to explain, or provide more information, we are made to feel that we are not believed and that our attempts to explain are nothing but lies trying to pull the wool over their eyes.

Mark my words, if this doesnt have a fair and just resolution, I will NEVER use Citibank products, and will advocate for others to not do so as well.

Lastly, I want to publicly apologize to one representative from the audit department that I called a bad word. It was the only time I lost my cool. You did not deserve that and I apologize.

ATTACHMENTS : ONE of the Citibank statements where they credit the 23 fraud transactions. There is highlighting that is difficult to see, but they highlight the fraud transactions that I do not recognize with certainty.

Police Report Email sent to security and voice recording of my conversations with security departments

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