Consumer complaint received 2022-03-28
Company: CITIBANK, N.A.
State: AL
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:
From the period XX/XX/2021 till approximately XX/XX/2021 XXXX XXXX XXXX, UT made a series of unauthorized charges to my Citi ThankYou Credit card in excess of {$5000.00} dollars. XX/XX/2021 a payment of {$570.00} was made by me to Citi which included charges made by XXXX. This is reflective of fraudulent charges XXXX made in XX/XX/2021. To my dismay I did not initially catch these fraudulent charges. In the next months billing cycle I realized what was happening and immediately reported XXXX 's fraud to Citi. The Citi credit card ending in XXXX was canceled at that time. A new card ( ending XXXX ) was issued. The fraudulent charges were rolled over into the new this new credit card. My first call to Citi resulted in the statement, " We know about XXXX we will fix this ''. Since that time I have attempted to work with Citi fraud and billing to get these charges reversed. To Citi 's credit this has largely been accomplished. Unfortunately, I believe XXXX charges ( documentation ) were paid to XXXX by Citi in the amount of {$640.00} ( listed as reversed charge and a XXXX in the amount {$150.00} ( statement without a date of the charge reversed ). These fraudulent charges have now been passed to me through Citi. This appears as reversed or added charges in my statements. It is difficult to tell from Citi 's cryptic statements which of the fraudulent charges have been refunded by XXXX but I believe this to be remaining paid to XXXX by Citi which has not been refunded to my credit card account. In addition to not clearing ALL the XXXX charges Citi has charged late fees/interest related to these fraudulent charges. This is patently unfair. SINCE I HAVE RECEIVED NO GOODS OR SERVICES FROM XXXX EVER ALL PAYMENTS TO XXXX ARE FRAUDULENT AND SHOULD BE REFUNDED TO MY CITI CREDIT CARD ACCOUNT. The last legitimate charge on this account ( ending XXXX or XXXX ) was in fact XX/XX/2021. I have made multiple calls to Citi fraud and billing by phone to attempt to get these final items corrected. I am repeatedly assured that it will be handled. They have not been handled but in fact made worse. These calls been fruitless largely due to Citi outsourcing their customer service/fraud operations overseas to English as second language speakers. In addition to XXXX charges which remain on the account there are late fees and interest charges accruing. Since these late fees and charges are directly related to XXXX they should be held responsible for these charges as well or these fees should be waived by Citi. It is indisputable that prior to XXXX charges appearing on my account I had a small credit ( excess payment XX/XX/2021 ). My standing on principle till XXXX has been held accountable has affected my credit rating as Citi has made negative reporting to the major credit monitoring agencies ( documentation ). Since Citi seems incapable of rectifying this situation I have filed consumer complaints to the State of Utah Attorney General 's office and The Utah XXXX 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 monetary relief