Consumer complaint received 2020-08-01
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit 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:
I was contacted by Shell/Citibank Fraud Alert on XX/XX/XXXX regarding an attempted fraudulent charge on my account. I indicated that the charge was not mine. Instead of stopping the charge, they allowed it and I was billed at the end of the XXXX billing cycle. I contacted Citibank in early XXXX and was advised that they would reverse the charge and send out a new card for the one used in the fraud. No new card was sent at that time and the charge was not erased on the XXXX billing cycle. Called back in XXXX and was told that the charge was not a fraud charge but was an internal transfer of a previous fraud charge on my account in XXXX, XXXX. I had changed from the Shell Drive  for 5 card to the Shell Rewards card and they indicated that a previous fraud charge was being billed to the new account. I had previously been credited in XXXX for the XXXX fraud charge so I assumed that they would also reapply the credit since it had already been resolved. As of XXXX the fraud charge has not been removed. I have had several conversations with Citibank and opened 3 or 4 fraud reports. Since the fraudulent charge occurred on the old account numbers the Citibank fraud team has not opened their fraud investigations on the proper account at least 3 of those times. They have always opened the fraud investigation under the new account numbers. The fraud investigators don't find anything and and close the investigation with no feedback to the person who created the initial claim. Since XXXX I have been told two different stores - 1 ) not a real fraud charge just an internal transfer and 2 ) really a fraud charge and finally had a new card issued in XXXX two months after Shell/Citibank actually contacted me about the fraud attempt. I pay my bill in full every month but because I was advised that I was not responsible for this XXXX charge I have deducted this from the payment. I closed the account out of frustration because of being misdirected by Citibank on so many different occasions and because they seemingly can not execute on getting this issue resolved. In a recent phone call I was advised that the previous accounts attached to the `` Drive for 5 '' card are in fact still open. I have no idea why those accounts are still open as I used Shell 's website link when I was logged into my online account to " upgrade '' to the Shell " Fuel Rewards '' card. I don't understand why the original account was left open when the new accounts were created. Additionally, the fraudulent charge occurred on the old account numbers but is showing up on the statement with the new account number/card. As a result of this as of XX/XX/XXXX a credit has finally been issued for the {$85.00} on the old account number but my new account number still has a {$170.00} balance because of the interest charges they have applied against my account as well as the late fees for the past two months. And today I was alerted by my credit monitoring that they are now reporting me as past due to credit agencies. I pay my bill in full every month but have deducted this charge and the interest amounts as well as fees based on them telling me that I am not responsible for either the charge, the interest charges or fees. The company looks like utter confusion because their Security and Fraud division have given different reports of the issue at hand. Last contact with them was on Thursday XX/XX/XXXX where I had to request that the credit applied to the old account be moved to the new account. I was told it would take 7-10 business days for that to happen. As of this morning, it hasn't. I suspect that next I'll have to call them back to remind them to remove the interest charges and fees. I can only imagine what I'll have to do to have the past due issues with credit agencies resolved.

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 monetary relief