Consumer complaint received 2016-12-03
Company: CITIBANK, N.A.
State: GA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Summary : An unauthorized charge for {$200.00} posted to my account on XXXX. I immediately disputed the charge via telephone and requested a security close on my account. After investigating, Citi reversed the temporary credit and said I was responsible for the charge. However, the charge copy provided by Citi clearly shows that the charge was not made by me, nor were the goods shipped to my address. 

Disputed charge details : XXXX/XXXX/2016 {$200.00} XXXX Detailed narrative : On or about XXXX, I noticed XXXX pending charges on my Costco Citi Visa account . The charges were for XXXX ( detailed above ) and also for " XXXX XXXX ''. Neither I nor my wife ( the only other authorized cardholder ) recognized either merchant. 

Suspecting fraudulent activity, I called Citi at XXXX and requested a security close of my card. At that time, I also said I believed both charges were fraudulent. The CSR said it was not possible to remove the charges because they were pending and not yet posted. 
A day or so later, both charges were posted to my account. I called Citi again at the same number. The CSR said that the charges should have been flagged as fraudulent during my first call, but had not. She then said she had probably flagged them as fraudulent in the system. 

I received my replacement card with a new account number and activated it on XXXX. 
On XXXX, I received an electronic notification from Citi with additional details about the XXXX charge. I called Citi to determine if I needed to send the letter in or not, and was transferred to the Security Department. I was told that the XXXX charge was not properly flagged in the system as fraudulent but the CSR was not sure if I needed to send the letter in or not. The CSR said she marked the charge as fraud. 

About an hour later Citi called me back and said I did need to send the letter in. I checked the box that indicated that I was disputing the charge as fraudulent, signed the form, and then mailed it to the address on the notice ( Citi Cards, XXXX, MO XXXX ). 

On XXXX, I received a letter from Citi that said " Based on the information available, we have closed our investigation and reversed our credit. If you did not make or authorize this charge ( s ), please sign the following statement ... '' I signed a copy of the letter and sent it to Citi using the same address as before. This letter was sent via Certified Mail. 

The XXXX letter also included the charge copy for the disputed transaction. According to the charge copy, the purchaser 's name is XXXX ; last name redacted XXXX ; and the shipping and billing addresses are in XXXX Illinois. 

To be very clear : I do not know XXXX ; redacted XXXX ;, nor is she an authorized cardholder. 
I do not know anyone in XXXX, IL. 
I have not ever done business with XXXX. 
Using Citi 's own documentation, this charge was clearly not made by an authorized cardholder. 
Neither I nor anyone authorized by me made this charge. 

Supplemental Information : The Citi letter sent XXXX including the charge copy are included in this complaint.

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