Consumer complaint received 2019-12-03
Company: CITIBANK, N.A.
State: IA
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 rarely open my CC statement, just pay it on time monthly. In XXXX I noticed the balance was high & payments weren't decreasing the account balance. I called & spoke to CS to find out why there were MULTIPLE billings of the same amounts {$10.00}, XXXX, XXXX, XXXX, XXXX, XXXX ( twice on the SAME day ). Charges on my card, which were NOT approved nor made by myself. Citibank determined the charges were from XXXX/XXXX purchases. They proceeded to TELL me the charges were made by my child again not approved & not made by ME, which is FRAUD! So here is the problem, I am being told charges were authorized since it was my child & that same day I reported the fraud & was then told there were pending charges waiting to go through. Not even a stop put on the account, Citi continued to allow charges to go through! Not once did Citibank issue a fraud alert to my card, yet these multiple charges were the Same 3 amouts over & over!! One would think major red flags would have raised. I have read the fraud policy & procedures on the Citibank website RE : Fraud " Bank with confidence. There's no need to apply for Online and Mobile Fraud Protectionit automatically kicks in when you open a Citibank deposit account '' Also from Citibank.com " Included with Select Citi Cards As a Citi cardmember, you can be assured that we are constantly working to help safeguard your account. We detect most fraud before you are aware of it. If we notice suspicious activity, we will contact you by text, email, phone or mail to confirm activity on the account. It's important for your contact information to be up to date so we can reach you promptly '' As well XXXX XXXX XXXX '' I have made multiple attempts to rectify this with the company yet they are unwilling & refusing to see this as fraud. This I took directly from the FTC website ; " Once you report the loss or theft, the law says you have no additional responsibility for charges you didnt make ; in any case, your liability for each card lost or stolen is {$50.00}. If you suspect that the card was used fraudulently, you may have to sign a statement under oath that you didnt make the purchases in question '' so quite ironic that Citibank would continue to allow charges to go through after I reported the fraud! I have gotten no where with the company, I continued to receive harassing phone until I notified them I would be filing a complaint with the FTC and now I continue to get letters with over the limit, late fees, fees here and there yet I reported the fraud. I'm sure I don't need to tell you that citibank is not following regulations & that I am protected with the Fair Credit Billing Act, as well as the Consumer Credit Protection Act. The many service reps I spoke to didn't seem to know anything about either of these. Citibank began their investigation of fraud charges, yet there are charges that continue to be billed my my account. I am willing to pay {$50.00} the rest of all these ridculous fees & fraudulent billing charges will not be paid. I reached out with a compliant to the FTC & was directed to CFPB for help with this matter.

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