Consumer complaint received 2021-03-30
Company: CITIBANK, N.A.
State: AZ
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:
On XXXX, my credit card issuer, CITIBANK XXXX XXXX XXXX XXXX, informed me via fraud alerts via text message, of potential fraud occurring on my account. 
On XXXX, I contacted CITIBANK via phone and was informed of several charges and attempted charges from XXXX, that were potentially fraudulent. I had not used that particular credit card for several weeks, so I was able to confirm that ALL of the charges and attempted charges referred to, were indeed fraudulent. 
A review of my account online, showed three fraudulent charges that had gone through. Two of the three charges were apparently successfully disposed of by CITIBANK. 
However, a third charge for {$100.00} to a XXXX *XXXX XXXX XXXX XXXX, was disputed by the overseas seller. On XXXX, CITIBANK informed me of this dispute. On XXXX, I responded to CITIBANK, via their designated email address, with a declaration that the charge was indeed fraudulent. 

Furthermore, on my XXXX reply to CITIBANK, I included a memo and photographs, giving evidence of the details of how the charge was fraudulent. 

On XXXX, CITIBANK informed me that I had to pay the disputed charge, because the seller had provided documentation that merchandise had been delivered to me. 

A review and some quick confirmation of the documentation provided by the seller, versus the information that I provided CITIBANK, would indicate to a skilled investigator, the mechanics of the fraud perpetuated by the seller. 

I am a retired investigator and this kind of fraud was unknown to me until I received the dispute to CITIBANK from the seller. Once I had all the elements in front of me, it was clear how the fraud was conducted ( subsequent to the point of someone illegally obtaining my credit card and address information ). 

The seller mailed me a blank sheet of paper, from an address that did not match the name shown on the billing statement. A commercial mailing service was used, in which a USPS tracking number was generated. The seller mailed me a plastic envelope containing a single, blank sheet of paper. I was not expecting this in the mail and did not know what it was or who it was from. Since this was occurring simultaneously as the fraudulent use of my credit card, I suspected that it might be somehow linked. 

Later on, when the dispute by the seller came in from CITIBANK, I then understood how the fraud workedand am dismayed that when I informed CITIBANK of itthat their investigators did not immediately pick up on it. 

The envelope mailed to me, since it had a tracking number, showed that I had received something. But it was not whatever the fraudulent seller had indicated on their dispute paperwork. Again, I received an envelope containing a blank sheet of paper. That is the key to the seller fraud in this instance. They can claim that I ordered something and that it was received at my address. 

Fortunately, I took a photo of the received envelope from the seller. A little bit of investigative work by CITIBANK, via the shipping service, would show that the item in the envelope was a lightweight item ( in this instance a piece of paper ), as opposed to a pair of shoes that the fraudulent seller claims that I was sent. 

I make a request as long time customer of CITIBANK, that they actually conduct a simple investigation, using no more than an investigator sitting at a desk at his/her computer, and the memo/photos/information that I sent them. 

And then erase the fraudulent {$100.00} charge from my credit card. 

Thank you.

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