Consumer complaint received 2016-10-23
Company: CITIBANK, N.A.
State: OH
Product: Credit card
Issue: Billing disputes

Complaint:
In late XXXX Citi reached out to me to question some suspicious charges on my Citi XXXX I confirmed that the charges were not mine and that I had never heard of the vendor. They told me that they would back the charges out and credit my account. When I received my next statement I noticed that there were more fraudulent charges on my card totaling over {$7000.00}. I also noticed that some of the charges that Citi had called me about were not yet credited. It took XXXX calls to Citi and then several hours of my time to review each charge with their phone rep, confirming which were fraud and which were not. I was told that it would be 4-7 days for those charges to be backed out due to the high volume of work they had due to moving the Costco Cards into their system ( Not my problem ). Ten days later, the charges still had n't been removed. I called, emailed and finally reached out on XXXX XXXX. The social media team took my information, including the log of all the fraudulent charges. Two days later, I received a confirmation that the charges had been credited and the ticket closed. A month later I opened my statement and noticed that XXXX worth of the fraudulent charges were rebilled to my account. I called Citi to ask why. I was on hold for about 30 minutes and then when I finally demaned a manager, I was told it was was because I never talked with a fraud manager to answer some additional questions. I told them nobody from fraud had reached out. They said it would be 1 - 2 days to be me more information. When I finally heard from them, it was via an emailed PDF with no way to actually talk to anybody. The PDF letter referenced XXXX of the XXXX fraudulent charges and said it was re billed because the vendor had already credited the charges. I explained to them that the only credits on my account were from Citi, which were later re billed. There were no credits from the vendor. They said it would have to go back to the fraud dept and to allow 1 to 2 days. It 's been three weeks and Citi has yet to have anybody from their fraud department call me. I 've emailed, called, and once again reached out via social media and even fax. I did received XXXX PDF asking me to confirm that XXXX transaction was n't mine. That appears to have been credited but the same day, I received another PDF saying yet another transaction was going to be re billed. Meanwhile thousands of dollars in fraudulent charges are on my card balance. Every time I call, I 'm told it 's with fraud and they need 1 to 2 days to get back to me. Three weeks is hardly 1 to 2 days. At this point the only fraud is from Citi. The fact that they can arbitrarily put charges on my card, with no justification of their reasoning and then hide behind their customer service department is shameful. The next step is to contact an attorney. More money wasted. XXXX help the Costco customers whose Credit Cards were just moved to this fraudulent, inefficient, useless corporation.

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