Consumer complaint received 2022-06-27
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've had my Citibank card for almost 10 years and have always maintained a balance on the account and paid my bills on time. In XX/XX/XXXX XXXX charges that were not mine appeared on my account and I disputed them. It turned out that the charges were my responsiblity .. my sons card was charged for his XXXX because XXXX wouldn't allow him to remove any from of payment from his XXXX XXXX and one of the forms of payment was my card and so it automatically charged the Citibank card. There was no way around this, so I had my son close his XXXX account and had Citibank cancel this credit card and issue me new cards with new numbers. So the dispute was settled and I paid the XXXX charges from XXXX for {$53.00}. I also told them not to authorize any more XXXX charges to this account. ( XX/XX/XXXX ) New cards were received, but were never activated or used. Then on XX/XX/XXXX, more XXXX charges appeared on my account. ( Dates were XXXX ) This was not okay, as I got new cards to prevent this and told them not to authorize any more XXXX charges. So I disputed the charges again and told them to close my account completely and permanently, since they refused to protect me and my credit. They also allowed XXXX to charge my new cards that had not been activated or even taken out of the envelopes. This was a recurring charge on my old account but I did not authorize Citibank to roll any charges over onto my new cards. This was the other reason I closed the account. I paid the charges for the XXXX {$60.00} on XX/XX/XXXX, I spoke to SR.account specialist XXXX. 
The XXXX charge dispute was lost by me and the charges were reversed on XX/XX/XXXX. I do not accept these charges are my responsibility as I explained everything above. I was shocked to receive more new Citibank credit cards in the mail, after closing my account permanently. So I called Citibank again in XX/XX/XXXX, and permanently closed the account for the XXXX time. I spoke to " XXXX '' to explain the situation and he hung up on me. I was getting pretty desperate to resolve this so I went into the Citibank near me on XX/XX/XXXX where I always used to go in and pay my Citibank credit card bill. I spoke to XXXX XXXX, personal banker who explained that I could not handle any credit card business there at the branch, that my only option was to call the number that Ive called so many times or to handle it online. On the same day I called Citibank again and spoke to " XXXX '' who told me that the account is closed. On XX/XX/XXXX I tried for the last time to resolve the issue, I spoke to " XXXX '' who was unable to give me an email address so I could begin correspondence with Citibank via email. I asked to speak to a SR. account specialist and was disconnected after being on hold for an hour. She also told me that is says that there is nothing due on my account and that I'm " all good ''. I am currently being harrassed by Citibank with threatening emails, text messages and they call me 5 times a day. The phone calls are all automated.. there is not a human being available on the other end.. Ive tried. I also now have 3 different Citibank card numbers that are affiliated with my name, so when I call I just give them my social security number. 
Late fees and interest are being charged to me every month and my credit is going to be affected by this issue.

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