Consumer complaint received 2017-06-20
Company: CITIBANK, N.A.
State: FL
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:
I have been trying to dispute fraudulent charges made on my account since XXXX XXXX. I left the United States and last used the card on XXXX XXXX, XXXX ( please see attached airline receipt and passport page image ). However, fraudulent charges began appearing on my account on XXXX XXXX, XXXX. I noticed these charges on XXXX XXXX, XXXX and called Citibank from XXXX XXXX. Citibank sent me an email alerting me to the fraud ( see attached ). I was told that the charges would be investigated. I also requested that the account be closed and it did not happen. I called again on XXXX XXXX, XXXX and was told that the charges were still under investigation. On XXXX XXXX, XXXX, I submitted a payment of {$1000.00} and was told that the credit would be applied for the fraudulent charges. That also did not happen. I visited a Citibank branch in XXXX, Florida on XXXX XXXX, XXXX and was told that they could not help me with my credit card account there. I called again on XXXX XXXX, XXXX and spent 47 minutes on the phone speaking with 3 different representatives. First, I spoke with XXXX. I explained the issue with the fraudulent charges and she assured me that fraudulent charges would be refunded to the account along with late fees and interest charges which resulted from those fraud charges. She then transferred me to XXXX in the Fraud Dept who said she had no access to the account and that she would have to contact the Billing Dispute Department. She transferred me to XXXX. XXXX is the one that helped me the most, reviewing the fraudulent charges with me and initiating disputes for each of them. When she finished going through each charge she told me that someone would call me back within 24-48 hours. I asked her about the interest fees and late charges. She said that an account supervisor would need to help me with that and told me to hold. I was then disconnected from the call after 47 minutes! I called back again right away and spoke with XXXX. Without even letting me explain what my issue was she said I had to call back at XXXX tomorrow to speak with a Collections Supervisor. I explained that I had just finally initiated a fraud investigation on my account for the 3rd time and that the account should not be in collections. She told me that someone would call me back within 2-3 days. I got very upset about that since XXXX had told me I would hear back within 1-2 days. I asked about the timeframe again to be clear and XXXX said it would be 1-2 days. She then insisted that she could see all of the notes made on the account, but that I would have to call back the next day to speak with a Collections Department Supervisor at XXXX. Also, please note that I was placed on hold several times during this call and was on the phone for a total of 23 minutes. You can see a screenshot of my phone in the uploaded items. I am XXXX years old!!!

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