Consumer complaint received 2023-07-07
Company: CITIBANK, N.A.
State: CA
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:
I sent a mail through USPS last XXXX to Citibank Security Department to follow up what happened to my credit card. Initially, my original " anywhere XXXX credit card '' was lost before I left for vacation last XX/XX/XXXX. 
I notified Citibank that I did not receive the replacement card they sent. 

To add further, I started to recognize fraudulent activities when I checked my charges online. 

I instantaneously called and notified Citibank, to make them aware of this situation. Their reponse was to suspend it & send another one, eventhough repeatedly informed them I am currently on vacation internationally. 

However, when I came back home to US, I was stunned to know that there was already huge amount of purchases placed on the card, which I never made at all. They suspended that replacement card and I filed a dispute. 
At that time, they sent me another card. Although I'm already back home, that supposedly succeeding credit card didn't reach to me at all. 

And again, I shook to my very core, that another enormous amount of purchases was made by this scammer or whoever has my card. I was passed on from one phone call to another. Each phone call I kept explaining, that if you try to compare my usual charges I made or I make, I never at any point in my entire life, made a ridiculous amount of purchases over a short period of time. That was a huge red flag. Plus the facf that I went to report to citibank customer service, I never receive this card ending in XXXX and XXXX. The only one I got is the XXXX, which I received later on, that got also expedited Each passing week I kept on calling, and each time I call the fraud department, I get responses that, the security department is taking care of it and sometimes it takes a while. 

But few weeks ago I received a letter that my dispute was denied. I called fraud department right away, very frustrated of this letter, because I did not receive any of this card where purchases were made. 


I filed a police report, and the police report number is # XXXX. I reported it to the XXXX Police Department, XXXX XXXX XXXX, XXXXXXXX XXXX. Their phone number is ( XXXX ) XXXX XXXX. 


I earnestly ask Citibank to please review and re investigate this matter again. This the second review and its almost six months that theres no resolution and Im still waiting. My credit score now drop from XXXX to XXXX and this makes me agitated. 
I am the breadwinner to my small family. 
I am a prime believer of good personal ethics and hardwork. Each money I make, is a hard earn money. with a faith in myself that I would be able to continuously afford my familys needs such as healthcare, and to be able to continually save money for my childrens future like college education fund. 

Thank you for your effort and time reading this. My direct mobile number is XXXX XXXX and my recent card number in my possession is card ending is XXXX. 

Attached here are the list of fraudulent purchases that I disputed. 
Please help me out on this matter. 

Thank you, XXXX XXXX

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