Consumer complaint received 2018-03-15
Company: CITIBANK, N.A.
State: IL
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:
XX/XX/XXXX a online fraudulent charge of {$1900.00} was on my Citibank credit card, I called the credit card company Citibank and on XX/XX/XXXX a refund was given for the fraud charge. I have the card card in my possession. In XX/XX/XXXX I noticed the charge back on my credit card. I contacted the credit card company Citibank In XXXX, they said they sent out a form that was supposed to be filled out & mail back. I never received the form in the mail & I never received a phone call to let me know about the situation. I was told that the fraud charge would be looked into & the charge should be refunded. XX/XX/XXXX I called back Citibank and after several customer service representatives came in touch with XXXX XXXX a supervisor. He stated that the only thing he could do was to send out an email to security dept and wait 7 to 10 days for feedback, He would not let me contact somebody in that department & he said he could not contact somebody to talk to either to get fraud situation resolved, he could only send out an email to look into the fraud further. On XX/XX/XXXX I filed a police report with local police dept, On XX/XX/XXXX I filed a fraud report to the Federal Trade Commission. I also sent a copy of the report to Citibank 's executive branch by email due to the bad customer service. ( XXXX XXXX Senior Vice President Customer Experience, XXXX XXXXXXXX XXXX Chief Executive Officer, North America, Chief Executive Officer, Citibank, Chief Executive XXXX XXXX XXXX Chief Executive Officer. I have received a voicemail from their executive response unit personnel XXXX, voicemail said she will follow up on my issue in writing or by a phone call. As of XX/XX/XXXX after leaving a voicemail and calling several times she has not given me a response back. On XX/XX/XXXX I again contacted the credit card company after the charge was still on my account. Customer service personnel XXXX talked to security dept & stated back to me that they will not look into the Fraud & will not refund the fraud charge.

The fraud information that Citibank & I have shows the fraud purchase from somebody with NOT my name, the fraud purchase shows an email address that is NOT my email address. The Fraud package has a XXXX tracking number. XXXX shows it was NEVER delivered to my address, but delivered to a XXXX access point at a store. The fraudulent person never picked up the package so XXXX sent the package back to the merchant, XXXX shows proof of delivery with signature of the package by the merchant " XXXX '' at their dock. I have also filed a credit fraud alert on my credit report. I have also filed fraud on the Citibank credit card with the credit bureaus and waiting a response back from Citibank. Today XX/XX/XXXX I am filing a consumer complaint.

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 non-monetary relief