Consumer complaint received 2022-12-15
Company: CITIBANK, N.A.
State: DE
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:
In XX/XX/XXXX, I received notification from Citi that my payment was past due. I was under the impression I had a {$0.00} balance, so looked at my account online. At that time I found my card had approximately {$14000.00} in unauthorized/unknown purchases from XXXXXXXX XXXXXXXX XXXX Upon further investigation of my own, it turns out that someone not only had access to my account, but was making monthly payments on the account. During this time, I never received statements from Citi either by mail or email. 

I immediately reported this to Citi. Citi mailed me some statements, but did not give me further guidance on how to proceed with the investigation into this case. On XX/XX/XXXX, I received notification from Citi that they were investigating the case and that I did not have to make payments on the account during the time of investigation ( pdf attached ). That was the last communication I received from them. 

On XX/XX/XXXX, I received an email from Citi notifying me that my account was past due. I called the company to ask why I received that email and they said they closed to case and credited my account {$1000.00}. I reiterated that the dispute was from XXXX XXXX XXXX and that it was more than {$1000.00}. The representative seemed confused and requested that I send Citi an email to include each statement and which purchases on each statement were fraudulent. 

I looked through the statements Citi had mailed to me previously and only had access to XXXX statements in that time frame ( XXXX XXXX ). I sent an email to the address provided to me ( XXXX ) with those statements and a brief description of case ( XX/XX/XXXX ). I never received correspondence in return. I logged into my account to print the other statements and realized I did not have access to them. I had to request the statements electronically. In the meantime, I called Citi and was reassured that my previous email had been received. When the other statements became available, I sent another email to the same address ( XXXX ) with the rest of the statements from XXXX XXXX XXXX  ( XX/XX/XXXX ) and have not received correspondence. A screenshot of both emails are attached. 

Since that second email stating my account is past due on XX/XX/XXXX, I have been bombarded with emails, phone calls and text messages requesting payment. However, since that time I have talked with no less than XXXX representatives of the company is " customer service '', " fraud '', " security '' and " collections '' and have been told by all of them that I am not required to make a payment at this time. Yet, I receive some sort of notification daily that I am past due. I am terrified to see how this might be affecting my otherwise good credit score. 

Since XXXX, I have received no correspondence from Citi regarding the status of my account and fraud claim. Yet have received constant notifications requesting payment when Citi sent me notice that I was not required to submit payment and had multiple representatives reassure me of this. Also, of note, throughout this process I had asked not less than XXXX  times to please change my password associated with the account. Every time I call Citi, the password remains the old password and has yet to be changed per my multiple requests to do so.

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