Consumer complaint received 2020-12-29
Company: CITIBANK, N.A.
State: NY
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:
There were fradualent charges and transfers on my Citi double cash card credit card that i did not authorize. This type of fradulent activity started from XX/XX/2020 to XX/XX/2020. There were big amounts of balance transfers on my account. Every month i keep calling about the fradulent charges, but they never seem to do anything. They keep stalling and saying that the " fradulent charges are going under investigation that is be taken cared of by the security team ''. I keep getting transfered from departments to departments with no help, just rotating around in a circle with the same departments. Citibank sent unusual blank checks through the mail that i did not request. For some reason they hid all the previous online statement documents from my account. This makes it harder for customer services to see the fradulent transactions every time i call. These charges were balance transfers checks that i can't even open or see. Usually you can see the checks online, they make visible to see when the checks are used. The front and the back. But with the citibank account, you cant open these balance transfer checks. I filed a grand larceny local police report for the fradulent charges, and the police officer told me that it makes no sense for the banks to hide these checks from their cilents. There were 3 fradulent balance transfer checks and 1 fradulent credit payment onto my account. Citibank keeps saying that the charges werent " fradulent '' when there is so many evidence that i provided. Also citibank keeps changing my contact information. They keep changing the mailing address for no reason. I never had a problem with this until this year after the incidient occured. Citibank keeps telling me that the " local postoffice doesn't recoginize my mailing address '' This is a complete nonsense because my mailing address is not hard to find or being difficult to track. You can just XXXX  the first line of the address, and it will pop right there. It would make sense if the mailing address was to a local post office, but instead its a random residential apartment. I keep telling them to stop doing that, but it keeps being reverted to the same random residential apartment. I dont get anything from citibank from the mail now. It's been more than half a year. They keep saying that they are going to send some letters to my mail, and a few days later my mailing address gets changed for no reason. Then i dont receive anything. It's just weird that i can't see anything of these balance transfer checks and citibank just keeps changing my mailing address without my authorization. They just do it on their own. 


Account number ending in XXXX Account number ending in XXXX It's one account, one credit card. I had to get replacements of the credit card due to these fradulent charges that i did not authorized. Citibank advised me to get a new card. These two account numbers ending is for the monthly statements for fradulent activities that occured. These are hidden under my online account and for customer service. They can't seem to see past previous dates. I had to request for these billing statements. Right now i have a brand new card and it is being placed on locked.

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