Consumer complaint received 2017-11-13
Company: CITIBANK, N.A.
State: AL
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:
The problems began with fraudulent charges which were placed on my XXXX XXXX XXXX XXXX, account # XXXX. 

On XX/XX/XXXX, two fraudulent charges appeared on this account : XXXX XXXX XXXX XXXX {$730.00} XXXX XXXX XXXX XXXX {$830.00} This apparently is a merchant or fraud perpetrator based in XXXX. 

Two Foreign Transaction Fees ( for {$22.00} and XXXX ) also were posted on the same date ( XX/XX/XXXX ). 

All of these fraudulent charges were dated XX/XX/XXXX, although they did not post to the account until XX/XX/XXXX. 

I identified these four charges as fraudulent in a conversation with Citibank and they stated that they would investigate them. They also cancelled the credit card ending in XXXX and issued a replacement card. All pending charges were transferred to this replacement card - account # XXXX The first statement for the replacement card ( attached document - XXXX XXXX XXXX ) showed the two fraudulent charges and two credits which reversed both of them. 
The foreign transaction fees had credits ( for {$22.00} and {$24.00} ) which partially reversed them, although each foreign transaction fee credit was {$.00} short. 

The next statement for the replacement card ending in XXXX ( attached document - XXXX XXXX XXXX ) did not have any fraudulent charges or credits on the document. Thus, it appeared to be correct. The closing date for this statement was XX/XX/XXXX. 

The following day, on XX/XX/XXXX, the same two fraudulent charges posted again, this time on the replacement card : XXXX XXXX XXXX XXXX {$730.00} XXXX XXXX XXXX XXXX {$830.00} Two more foreign transaction fees ( for {$22.00} and {$25.00} ) also were posted on the same date ( XX/XX/XXXX ). 

All of these four fraudulent charges were dated XX/XX/XXXX, although they did not post to the account until XX/XX/XXXX. 

I identified these four charges as fraudulent in a conversation with Citibank. They stated that I would not have to pay these charges and cancelled the first replacement card ( ending in XXXX ) and issued yet another replacement card - account # XXXX When I received the first statement for the XXXX card ( attached as document XXXX XXXX XXXX ), the four fraudulent charges were still on the statement. I called Citibank and again identified the charges as fraudulent. The Citibank employee refused to remove the charges and refused to issue credits for the amounts. She consulted a supervisor who stated that the account appears to be correct, even though a total of {$1600.00} in fraudulent charges is now present on the statement. 

The statement does not currently allow me to put these four charges In Dispute, even though they did not post to the account until XX/XX/XXXX. 

I have no idea what this company named XXXX XXXX XXXX XXXX is involved in. I would assume that it is perpetrating fraud with stolen credit card information. I have never traveled to the country of XXXX and, to my knowledge, have never done business with an entity based in that country. 

Given their behavior, I can not discern whether the employees in Citibanks credit card division are wholly incompetent or whether they are knowingly committing theft by trying to steal money from a credit card customer. 

I am asking for your help in resolving this dispute and removing the fraudulent charges from my account.

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 explanation