Consumer complaint received 2020-02-29
Company: CITIBANK, N.A.
State: TX
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:
Citi Diamond Preferred Account ending in XXXX Citi Reference Number : XXXX Citibank , N.A . 
Office of the President XXXX. XXXX  XXXX XXXX XXXX, SD XXXX RE : Account Fraud, Citibank Errors and violations. 

Greetings, I write to you today in response to your last communication sent on XX/XX/2020. 
There are several errors in your stated response. First, you state the charge was billed on XX/XX/2020 to the card ending in XXXX. This is an error, as the card ending in XXXX was manually entered and charged by XXXX. However, the card ending in XXXX had been closed and reported stolen in XXXX. My security preferences were also changed on XX/XX/2020. Citi has stated it did not have those records, only to later state they found them. If you are still having difficulty in finding these notes, Im more than happy to send you the call recording on XX/XX/2020 around XXXX XXXX CST. You make reference to your Automatic Billing Updater Service, and place blame on this service for allowing XXXX XXXX XXXX XXXX for being able to charge my card {$1700.00}. This is an erroneous explanation. Upon a card being reported as stolen the Automatic Billing Updated Service is halted and returns a card stolen message to any merchant trying to charge the compromised card. Also, the charge with XXXX was part of an automatic billing service. This is further proven by XXXX transaction log for my card which shows the stolen card to be manually entered. 

You continue to state I received a conditional credit for the XXXX charge in question. I did receive a credit, which was reversed and charged back to me prior to you sending me your response on XX/XX/2020. As such its unclear why you would claim I received a credit for this fraudulent charge. You state XX/XX/XXXX, as the deadline to hear back from me before you consider the charge to be valid. However, I have called and written in for the past few months almost every day to get this corrected. The problem lies with your Security Operations team, who upon being contacted inform me I need to write in to the Office of the President as they are unable to assist. This creates a major problem, when Im told to call in, only to be told to write in when I do. It results in nothing being done. I did finally speak with one of your agents who conferenced in XXXX XXXX XXXX XXXX to determine the validity of the charges. XXXX confirmed with your representative that they do not reflect the charges as shown on my statements. As such your security officer stated she would be issuing a security credit for the charges. 

While Citi has stated it would or has issued credits for the fraudulent charges or billing errors, I have yet to see this be reflected on the amount due. This is rather odd as on XX/XX/2020 Citi sent me an email stating my amount due was reduced to take my disputed transactions into account. Yet, the new minimum amount due does not include all the disputed transactions. Despite already supplying Citi with the case number created by the local law enforcement. Citi has repeatedly approved transactions on stolen cards when manually entered. Citi has also repeatedly approved transactions despite the account already being way over the credit limit due to Citi failing to correct billing errors and fraudulent transactions. 

Lastly, I was informed today over the phone Citi has closed my account. But was unable to provide an explanation. While this account was closed the fraudulent transactions, which have yet to be corrected for months are almost {$7000.00}. I have repeatedly made written and oral requests for all related documents, but have yet to receive them. 

I request the following disputed charges and billing errors be corrected immediately and my account be re-instated in good standing as all these errors were caused by Citi. Errors, which Citi has been refusing to correct. Additionally, the current charges shown on my closed account information still states {$10000.00} which includes a fraudulent transaction of $ 3,700+ which is included in the account balance, but not shown on any statement or shown online. 

I have literally spent hundreds of hours on hold with Citi attempting to correct these many errors. I have provided Citi with police reports and complaints filed with the Justice Dept and State Atty General, evidence in the form of corrected billing statements and more. Yet I have only been given false promises and hopes Citi will correct their errors. Which has led to the improper closure of my account by Citi as a result.

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