Consumer complaint received 2021-09-07
Company: CITIBANK, N.A.
State: TN
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:
On XX/XX/XXXX, I noticed over 60 pending transactions to XXXX XXXX XXXX. These charges were NOT made by me and were NOT authorized. I immediately called Citibank Fraud and Security to report the unauthorized transactions. 
After reviewing my credit card transactions, I submitted disputes to Citi for a total of {$15000.00} of charges to the merchant XXXX that I did not make. 
Cit credit card services did not send a text message or call me to question these transactions. They allowed the over 60 transactions of {$15000.00} to be approved. 
On XX/XX/XXXX, Citi stated I was responsible for the charges, stating they were not fraudulent since I had purchased from this merchant previously. 
On XX/XX/XXXX, I initiated disputes on all these charges claiming duplicate charges. The last charges I made to XXXX XXXX XXXX with my Citi credit card was XX/XX/XXXX. 
XX/XX/XXXX, I received a letter from Citibank , N.A . Security Services dated XX/XX/XXXX, stating that they completed their investigation and my dispute ( s ) is now closed. They stated that I was responsible because I had provided my account number. I dont understand, I provided my account information in XXXX. How does making a previous purchase to the merchant XXXX give them the ability to make endless unauthorized charges totaling {$15000.00}. 
Citibank stated if I wanted to pursue this matter further I needed to contact the merchant. I have contacted the merchant, XXXX who I believe to be a representative for XXXX. XXXX resolution was to add money to my gaming account which is unacceptable and allows a company to get away with making unauthorized fraudulent charges. XXXX, the representative from XXXX, also had me send my credit card statements so he could review my account. After I sent my statements, I haven't heard from XXXX. My account is deactivated and I have received no further responses from this merchant. 
I entrusted Citi dispute services to perform a thorough investigation to resolve this matter. The amount of unauthorized charges made to my credit card is financially and emotionally devastating and CRIMINAL. 
I work hard for my money. I DID NOT make these purchases. I have been a Citi credit card member for years and I expected Citi to protect me from XXXX, a merchant who is committing criminal fraud and theft by submitting numerous unauthorized charges. 
I did an internet search and found the CFPB. I am asking for any assistance you can provide. Citibank Security investigation outcome stated that I was responsible because I had provided my account number. This is unacceptable as a prior purchase to the merchant XXXX in XXXX with my credit card does not authorize XXXX to make endless unauthorized credit card charges. 

If any further information is needed please contact me as Im prepared do whatever is necessary to resolve my credit card dispute. 
I appreciate any assistance that CFPB may provide. 

Respectfully submitted, XXXX XXXX

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