Consumer complaint received 2023-05-17
Company: CITIBANK, N.A.
State: HI
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
XX/XX/XXXX I received an email ( XXXX ) that my Citicard Thank you preferred credit card acct # XXXX was activated. I called Citi to report that I did not request a new card, I did not receive the card and I did not activate this card. The customer service representative said he will freeze the account and not to worry. Later, I also received another email that my Citicard Simplicity credit card acct # XXXX was activated-called Citi to report that I did not request a new card, I did not receive a card and I did not activate this card and requested that both accounts be taken care of so I wont be responsible for any charges from XX/XX/XXXX. I received an email of fraud alert-called Citi and filed a fraud alert on both accounts. Received an email of a {$50.00} transaction-notified Citi that I did not make that transaction and that I will not be responsible for any transactions going forward because I reported a fraud on both accounts. Received email of travel notice for XXXX with ref # XXXX-notified Citi that I did not make any travel plans. Receive email of a {$120.00} transaction-called Citi to find out why transactions are still being made after making a fraud report and was told that my accounts were frozen and being investigated. Received email of a {$120.00} transaction-notified Citi which they assured that these charges will not go thru. Received email of a {$77.00} transaction-notified Citi of these fraudulent activities. XX/XX/XXXX Received email of a {$200.00} transaction and an email of travel notice for XXXX ref # XXXX-called Citi to report that XXXX did not make this transaction and do not have any travel plans. Received email that my personal email was changed to XXXX and changed my last name to XXXX-called Citi to make another report that I did not change my email or last name and to find out why my accounts were not frozen and canceled and why are these things still happening. XX/XX/XXXX A payment of {$3500.00} was made-notified Citi that I did not make a payment or used my credit card in 2 years. I noticed 2 payments pending in my checking account made to Citi-I called my bank and put a stop payment. I called Citi to find out what was going on, no one could tell me anything except that my information did not match what was on their computer system. I told them apparently when the fraudulent person who changed my email and last name, they changed all my information except my bank account information and social security number. I talked to the fraud/identity theft dept and assured me that everything will be taken care of. XX/XX/XXXX Received email that another credit card was mailed but not to my address and was under the name XXXX XXXX-called Citi to find out more info but they told me that my information that I provided does not match what is on their computer so they can not verify me. XX/XX/XXXX I noticed there were pending transactions-called Citi and let them know I did not make these charges but again they said they could not verify my information on their computer and Citi hung up on me. XX/XX/XXXX There was a pending auto payment of {$170.00} toCiti from my XXXX XXXX XXXX  checking account-I was able to make a stop payment on the {$170.00} but the payment of {$790.00} that was made on XX/XX/XXXX to Citi went thru. I called Citi fraud dept and spoke with XXXX. We got cut off, XXXX never called me back. I called Citi back, explained that I was just speaking to XXXX in the fraud dept. I got transferred back to Citi fraud dept and spoke with XXXX who says there are too many employees, she can not transfer me to XXXX. XX/XX/XXXX I notified XXXX at XXXX XXXXXXXX XXXX that I did not authorize Citi or XXXX XXXX to withdraw funds from my checking account. XXXX XXXXXXXX XXXX was unable to make a stop payment on the {$790.00} because it was posted at XXXX and all payments are processed at XXXX XXXX. XXXX filed a dispute with Citi. Called Citi and spoke with XXXX-said he needs to send verification letter, I explained that I already had received 4 verification letters from Citi. XXXX said he couldnt help me so I asked to speak to a supervisor in the US. XXXX, supervisor from Citi fraud dept told me I needed to wait for the verification letter so I asked to speak to a manager-she said she will transfer me and I heard push button tones then someone in the background said oh XXXX then hung up. XX/XX/XXXX I got an email from XXXX that a hard inquiry was made by XXXX. I called XXXX ( XXXXXXXX XXXX ) at XXXX and spoke with XXXX. She said the application was declined because the person who was applying for the card with my social security number could not verify additional information. XX/XX/XXXX I received a letter from Citi Costco credit card addressed to XXXX XXXX that the application for a Costco credit card could not be processed. I called Citi Costco credit card and spoke with XXXX from the applications dept. I said that I did not apply for a Costco credit card and do not have a Costco membership. XXXX said she will mark it as fraud and gave me the number to the fraud dept XXXX. XX/XX/XXXX I spoke to XXXX from Citi/Costco fraud/identity theft dept and gave me a case # XXXX. XXXX connected me with Citi Advantage Platinum Plus Card applications dept and spoke with XXXX who voided the pending application due to fraud. XX/XX/XXXX I received an email from XXXX notifying me that I have a new address of XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. I called XXXX to dispute the address change-report # XXXX reported by Citicards/Citibank. XXXX advised me to call Citibank to have the address of XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX removed from all credit reporting bureaus. XX/XX/XXXX I called XXXX Police dept to make an identity theft report. XXXX said they will have an officer call me back. XX/XX/XXXX I called XXXX and spoke with Officer XXXX XXXX. He took my information down and I emailed Officer XXXX at XXXX my statement, all my copies of emails, letters, notes from contacts I have made to Citi, XXXX XXXX XXXX and other financial institutions from XX/XX/XXXX to XX/XX/XXXX. Officer XXXX  gave me an ID Theft report number of XXXX. I then called XXXX XXXX XXXX and spoke with XXXX to follow up on the status of the dispute for {$790.00} and gave XXXX the ID theft report.. XX/XX/XXXX I spoke with XXXX from Citi customer service who transferred me to XXXX in the Citi fraud dept. I requested a copy of my statements from XX/XX/XXXX to present. XX/XX/XXXX I got an email from XXXX XXXX reporting changes on my Citibank card that my balance on my Citi credit card increased from {$0.00} to {$11000.00} which I did not use or charge anything. Spoke with XXXX with Citi identity theft dept ( XXXX ) XXXX said to wait for a packet to dispute charges, which never arrived at my address in Hawaii. 
XX/XX/XXXX Spoke with XXXX XXXX XXXX XXXX ) XXXX from Citi fraud dept who took down all my information-my correct name, correct address, correct cell number, the name of the person who is doing the fraudulent charges, her address, and the information on the police report that I filed. He said he will submit the information to the investigation team. 
XX/XX/XXXX Received a message from a XXXX at ( XXXX ) XXXX. XX/XX/XXXX I called the number and spoke with XXXX from XXXX XXXX XXXX. XXXX called to attempt to collect on a check that did not go thru to Citi due to issues that they could not disclose to me. I reported that the person they were trying to contact XXXX XXXX stole my identity. XXXX stated that she will email me an affidavit to fill out and return to them. XX/XX/XXXX I called Citi fraud dept and spoke with XXXX to find out the status on my fraud case, she transferred me to ID theft protection and spoke with XXXX who explained that they were a separate company that sells ID theft protection and is not a Citi company. She gave me the number to Citi customer service. 
XX/XX/XXXX I called Citi fraud dept investigations ( XXXX ) XXXX and spoke with XXXX. I explained that I did not get a notice from the investigations dept that I was supposed to call to give them more information. I explained that I have been constantly calling Citi fraud dept since XX/XX/XXXX when this all began. I also explained that I spoke with XXXX XXXX who stated that he would submit all the information to the investigations dept. XXXX put me on hold a few times to speak to a colleague. XXXX informed me that Citi fraud investigations dept will re-open the fraud case. 
XX/XX/XXXX Received statement with new balance of {$12000.00} for acct XXXX. I sent a copy of the XXXX Police Dept ID Theft report along with the statement. 
XX/XX/XXXX Received a letter stating the Citi has received my information concerning the disputed charge ( s ) for acct ending in XXXX and have forwarded to appropriate area for investigation. 
XX/XX/XXXX Received a letter stating that Citi has tried to contact me but unable to reach me. I did not get any calls from Citi. I sent another copy of the police report and a copy of my state and drivers license with the numbers blacked out. I also wrote on a copy of the letter stating that the card XXXX was issued to XXXX XXXX in XXXX, CA AFTER the other 2 Citi credit cards were closed due to fraud/ID theft. 
XX/XX/XXXX Received a letter of conclusion of investigation saying that the information was not sufficient enough to resolve the dispute in my favor and the dispute was closed. I called the account specialist team and spoke with XXXX, she told me that the police report is not valid. I explained to her my situation and she hung up on me. 
XX/XX/XXXX Received a call from XXXX from Citi bank in Florida re : my Thank you preferred card ending in XXXX to let me know that it will take up to 90 days to make a decision on this investigation. 
XX/XX/XXXX Received a collection letter from XXXX, XXXX XXXX XXXX for Citi card XXXX which I sent a notice with FTC letter and police report. 
XX/XX/XXXX Received a collection letter from XXXX XXXX XXXX for Citibank Custom Cash account ending in XXXX that I never opened or heard of. They are threatening to garnish my wages. Spoke to XXXX from Citibank internal collection and explained my situation, she shared that she has never known of customer that can change the name on an account without supporting documents.

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 non-monetary relief