Consumer complaint received 2019-02-01
Company: CITIBANK, N.A.
State: CT
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:
What is the complaint about? 
Ageism and the violation of rights afforded by the unauthorized use of a credit card clause.

Type of problem Denial of my claim of unauthorized use of my credit card and the financial institution 's refusal to investigate my allegations or listen to my supporting evidence based on their premise that the disputed charges were a chip swipe ( see attached letter from Citi ).

What happened?

When I received my Citi AAdvantage credit card statement for XXXX I noticed a charge for {$1800.00} that I did not make nor authorize. Subsequently, in my XXXX statement a similar-appearing transaction in the amount of {$1500.00} appeared ( see attached statements ). I contacted Citi 's Fraud Department and advised that these charges were not incurred by me. They said they would investigate the charges which I later found out, no thanks to Citi, were XXXX charges swiped on a smart phone to a business in XXXX XXXX that doesn't exist. A couple of days later they informed me they would not reverse the disputed items because their chips could not be counterfeited. Perplexed, I took a closer look at the transaction and realized that I was at XXXX XXXX on both occasions. I have attached a copy of my swipe-in log for the month of XXXX showing that I checked in minutes before the transaction occurred ( see attached document ). On XXXX I swiped my membership card at XXXX ; the transaction time for an exact amount of {$1800.00} was XXXX ( see attached " XXXX '' receipt ). On the XXXX I checked in at XXXX, the transaction again for an exact amount of {$1500.00} was XXXX ( CT has a state sales tax of 6.35 % ). I informed Citi about these circumstances and they ignored my phone call and sent the above-referenced letter. Either my chip was counterfeited or someone broke into my locker, swiped my card on a smart phone and replaced it. My locker was secured with a 3-dial combination TSA lock which can be opened with a TSA key ( see attached picture ). I have never had a XXXX chip charge on this card. I have never filed a fraud claim. I have spent over {$50000.00} on this card in the last two years and have always paid in full when my statements arrive. Plus there is no such business as XXXX  XXXX in CT. I have reported this incident to the XXXX XXXX Police Department and they are investigating it as criminal case ( case # XXXX ). 

The company is Citi, XXXX XXXX XXXX, XXXX XXXX, SD XXXX. 

The people involved are the Fraud Department under XXXX XXXX. They provided no signature for the receipts ; they did not tell me they were XXXX charges, I had to research that myself ; they would not release any information and refused to return my call and the XXXX XXXX Police Department 's investigation officer 's call. 

I feel they neglected feedback because I am XXXX and they thought I would not fight back.

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