Consumer complaint received 2017-12-16
Company: CITIBANK, N.A.
State: NY
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
XXXX : Your XXXX XXXX XXXX statement is ready Regarding the credit card XXXX XXXX XXXX XXXX Wed, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX To : citicards Details XXXX : credit card charge dispute Let me introduce myself : My name is XXXX XXXX. I am XXXX XXXX XXXX ( born XXXX XXXX. 
The credit card in question is a XXXX XXXX by Citibank. The number is : XXXX XXXX XXXX XXXX On XXXX XXXX, XXXX, I turned on my computer, I was greeted with this message : NOTE : This is not be the exact message but it is a reasonable facsimile as I remember it. 
XXXX HAS BLOCKED YOUR ACCESS TO THE INTERNET BECAUSE OF MALWARE INFECTION DO NOT SHUT OFF YOUR COMPUTER CALL THIS NUMBER : XXXX XXXX XXXX XXXX They answered my call stating that they were Windows Technicians and for me to press the window key on my keyboard and to tap rrr several times. This I did, and suddenly I had no control over my computer. They took it over and after some click click clicking the man showed me, on my screen, a list of some files., I dont know what they were but he said that they were all infected and that there were 331 of them and needed to be cleaned up and the cost was {$1.00} each. I told him that I only paid {$350.00} for this lowest priced XXXX from XXXX XXXX and that rather than to spend that kind of money I should take it to XXXX XXXX and either have them clean it up or buy a new computer. He advised me that BXXXX XXXX would not be able to fix it and even if I purchased a computer for XXXX XXXX dollars and brought it home that I would still have this same trouble.I said to the man that I could not afford the repair, but he convinced me to put it on my credit card. I felt that I had no choice. I gave him my credit card number. # XXXX XXXX XXXX XXXX He advised me that it would take some time to fix the problem and that they would call me when they were done. They called later that I was good to go. I then received a receipt from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX. This was followed with a notice FROM XXXX XXXX XXXX that I now have a SERVICE PLAN : XXXX YEARS SECURITY AND SUPPORT. MERCHANT NAME XXXX XXXX. I already have security with XXXX via Best Buys. 

After talking to some younger people who are much more computer knowledgeable, I realized that I had been Hacked by professional scammers. They have found a way to sell security service at a very heavy price. In checking with the BBB, I found several complaints from old people that been ripped off by this racket. 

I therefore called XXXX to reverse the charge. I was told that they would cancel my credit card to take care of this charge and that they would issue another one that I would receive in a few days. This we did and I was sent a notice of cancellation with a XXXX balance. The new card came in a few days. I only used the new card once that month and when I received the bill of {$21.00} on my email, I attempted to pay it but it would not recognize me. I called CITI and was still unable to pay online so I asked the party that I talked to if he could take the payment from my checking account as they always had and he said he could with my permission. Permission was granted and the card was paid in full. I also asked him to send me the {$50.00} cash back due me and I received a check a few days later. I decided that if I could not pay any future bills online that I should cancel the card and use a different card. I canceled the card and received a notice of cancellation with a 0 balance. 

However, the following month, I received a notice that my credit card bill was for {$310.00}. This was added after the cancellation and I had disputed the charge as it is a scam and was told that cancelling the original card had removed this to a charge back.I have called and have not been able to understand the foreign speaking representatives, partly because I am very hard of hearing, even with my XXXX XXXX, but my XXXX XXXX XXXX wife who has good hearing could not understand these people either. I have sent numerous emails to Citibank advising that I will not pay this bill charged to a closed account and that if Citibank prefers to do business with scammers instead of a good and honest customer of several years that always paid the bill on the day it was received or the day after then that is their business but leave me alone. I will not pay this bill. I was hacked and scammed and now Citibank wants me to pay them so that they can continue to enjoy doing business with dishonest, unscrupulous people. I have always been honest and loyal to this company. 

Now, Citibank keeps adding {$30.00} late charges to the closed account and robo calls me XXXX to 6 times everyday, including Sundays. I had gone to XXXX and stopped the robo calls but they and the Citibank robo calls ring once and it only annoys us. 

The company or companies involved in this scam should be investigated and forced to stop their unscrupulous business. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NY XXXX XXXXXXXXXXXX

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