Consumer complaint received 2023-02-02
Company: CITIBANK, N.A.
State: FL
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:
I received notice in XX/XX/XXXX that I had an unpaid balance on a Citibank Sears account ending in # XXXX. Upon receiving this notice, I called the number provided and learned that purchases had been made without my authorization on what I had believed was an old account that I had closed. I no longer had a physical card and therefore do not know the account number. Sears has repeatedly refused to provide XXXX since I learned of this fraud. I immediately opened a claim with Sears CBNA ( claim number XXXX ). Since that time, I have been given different accounts of the amounts owed and manner of resolving this issue. Despite my assertions of fraud, the account was sent to Collections. In XX/XX/XXXX, after being unable to resolve the issue with Sears Citibank and receiving contradictory instructions, I made a report with the Federal Trade Commission ( FTC report # XXXX ) reporting that I was a victim of identity fraud and fraudulent charges had been made on what I believed was a closed account. I also began to contact the three credit bureaus individually to dispute this charge and discovered I was a victim of XXXX 's breach ( XXXX claim # XXXX ) and my personal information had been compromised. I had learned that partial payments had been made on this account with the use of a debit card. Therefore in XXXX, as instructed by Citibank, I sent a packet containing copies of my bank statements showing I did not make said payments. Included in the packet was also information regarding my driver 's license, social security number, XXXX claim #, FTC Report and a summary of what had transpired since XXXX. This packet has since been sent several times to Citibank due to their lack of response and repeated assertions that they had not received the packet. I also retained an attorney who also sent the packet several times. Beginning on XX/XX/XXXX I and my attorney have requested copies of any statements, delivery addressee, charge slips, investigator 's summary and any other information regarding these fraudulent transactions. These requests have been made verbally and in writing. To date, we have not received any information despite repeated assertions that they will be sent. Moreover every time I call to determine whether the items are sent, I am informed there is no record of the items being sent. I have requested several times to talk to the investigator who I am told is named " XXXX '' but am refused access to her. In one of these many calls I was able to determine that the physical address on the account, the email address and the security code to gain access to the account had been changed and were not mine. Since XXXX of XXXX, this issue has yet to be resolved. I am given a different response every time I call, I am not given a status of the investigation, and am told a different account of what should happen every time I call.

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