Consumer complaint received 2023-07-04
Company: CITIBANK, N.A.
State: CA
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:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX Dear Consumer Financial Protection Bureau, I hope this message finds you well. I am writing to file a formal complaint against Citibank ( Citi ) regarding their refusal to honor my dispute request without conducting a thorough investigation. The case in question involves disputed transactions on my account, with the case IDs XXXX and XXXX. 

On XX/XX/2023, I encountered an issue involving a fraudulent gift card purchase on my Citi account. I promptly contacted Citi on XX/XX/XXXX, requesting a chargeback for the disputed transactions. However, to my disappointment, Citi rejected my dispute on XX/XX/2023, without conducting a comprehensive investigation into the matter. 

I provided Citi with detailed information regarding the fraudulent transaction, including evidence of the seller 's deceptive practices and the subsequent confirmation from XXXX regarding the revocation of the gift card. I also highlighted the fact that the seller on XXXX, a third-party platform, was in violation of current regulations by selling virtual goods to American consumers. 

Despite these compelling pieces of evidence, Citi failed to verify the validity of the gift card revocation with XXXX, which would have substantiated my claim. As a result, I have suffered a financial loss due to fraudulent activity, and Citi 's refusal to investigate the matter further has only added to my distress. 

I believe that Citi 's actions in this case are in violation of the rights and protections afforded to consumers under the applicable laws and regulations. The bank 's hasty rejection without proper investigation demonstrates a lack of due diligence and a disregard for my rights as an account holder. Citi 's failure to take appropriate action in response to a clear case of fraud is deeply concerning and undermines the trust I have placed in their services. 

I kindly request the Consumer Financial Protection Bureau to intervene in this matter and ensure that Citi conducts a thorough investigation into the disputed transactions. I urge you to hold Citi accountable for their negligence and to ensure that appropriate measures are taken to rectify this situation. This includes facilitating a chargeback for the funds I have lost as a result of this fraudulent activity. 

I have attached copies of the relevant documentation, including the confirmation record from XXXX regarding the gift card revocation and the receipt of my report filed with the FBI. These documents provide substantial evidence supporting my claim and should aid in your investigation of this matter. 

I would like to express my sincere appreciation for your attention to this complaint and for your assistance in resolving this issue. As a consumer, I trust in the Consumer Financial Protection Bureau 's commitment to ensuring fair treatment and protection for consumers like myself. 

I kindly request regular updates on the progress of my complaint and any actions taken by the Consumer Financial Protection Bureau to address this matter. I believe that a swift resolution is necessary to rectify the injustice I have faced. 

Thank you for your time and consideration. I look forward to your prompt response and a resolution to this unfortunate situation. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, CA 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 explanation