Consumer complaint received 2017-02-10
Company: CITIBANK, N.A.
State: NC
Product: Credit card
Issue: Billing statement

Complaint:
I received a missed call from Citi XXXX XXXX 2017 stating there were purchases on my credit card ending XXXX that were suspicious, and wanted to confirm if these were my charges. I told the Agent no, and that when looking at my past history from Citi card ending - XXXX you can see that I do not do any purchasing what so ever with this card. And these are definitely not my charges. I do n't see how this could have even occurred because I keep my card in my possession at all times and I even use my at home personal computer when paying my monthly bill. I am a very loyal customer when It comes to making monthly payments to the creditor but they have not been loyal to me when It comes to protecting my information as a customer of theirs. When I paid my monthly payment to Citi on XXXX XXXX 2017 I did not see any suspicious charges on my statement and I always review my balance monthly. My monthly statement XXXX/XXXX/2017 balance was {$1500.00} I made a payment on XXXX XXXX 2017 for the XXXX minimum payment {$32.00} which leaves a balance of {$1500.00}, all of this information is correct. However on the same day about one hour later after making my payment and reviewing my statement I receive a call from Citi Alerts asking me to confirm charges on my account. This was the first time Citi alerted me about these fraudulently charges but when I got a agent on the phone I am told that a few of the charges had even taken place before XXXX XXXX 2017. I do n't understand why I was not contacted before XXXX XXXX, why the wait when you already know that I am a customer that do not have a pass history of making purchases. This should have been a RED Flag right that Instant that something was wrong, ( perhaps fraud activity ). 
Again as my history shows with this card holder I do not make purchases and I 'm sure they too can see this when reviewing my pass history with this card ending XXXX. 
I was ask by the Agent to close this account so that she could open a new account with a different card number, I agreed to close the current account ending XXXX with remaining balance of XXXX subtracting the XXXX payment I made on XXXX XXXX 2017 But when I asked for a confirmation statement with this card ending XXXX emailed to me Citi agent emails me a balance including the fraudulently charges. I had been told by the Citi agent that these charges were declined and that they are not pending the charges on me and that they can see that I do not have any past history of purchases and that they do believe these purchases are not mine. XXXX of the charges where even stated to be from XXXX, I have a XXXX phone cell provider. This is ridiculous I never have this problem with any other of my creditors. I am very careful of protecting my credit cards and keeping them in my possession. This should not have happened. I am not waiting for a investigation, Citi agent said could take up to XXXX to 7 days. 
I should not have any interest charges or balance that included the false purchases amounts. I should have my correct balance after I made my payment on XX/XX/XXXX2017. I have been told that a credit or refund will be credited to my account, and that I will be able to review my correct balance within XXXX to 7 days. But I just still want this to be known of because I am concerned right now and I am not feeling Secured by Citi card Services. 

I will am sending as a attachment to this claim the email confirmation statement that was emailed to me from the Agent I spoke with after asking her to kindly correct my balance of the fraudulently charges on XXXX XXXX, 2017 Your submission, [ Case number : XXXX ] in my previous submission to you all yesterday I left out the attachment and wanted to included it for better understanding purposes.

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