Consumer complaint received 2021-03-19
Company: CITIBANK, N.A.
State: OR
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:
On XX/XX/XXXX I realized I had several fraudulent charges made on my Citibank card. 

I contacted Citibank that day via online chat and was told to " verify the transaction which you are referring to so that I can mark them fraud transactions on your account and you will receive the credit with in 4-5 business days? " The card was then closed and another card was issued to me. The charges in question that day were the following XXXX XX/XX/XXXX {$27.00}, XXXX XXXX XXXX {$5.00}, XXXX XX/XX/XXXX {$23.00} XXXX XXXX XXXX {$5.00} and XXXX XXXX XXXX XXXX  XXXX {$68.00}. 

After several back and forths with Citibank about these charges and emailing them documentation that the charges were all fraudulent I was finally able to get credit from Cititbank for these charges. 

However, when I received the new card Citibank had taken 2 new charges and moved them onto the new card. These charges are as follows XX/XX/XXXX {$19.00} XXXX TRIP XX/XX/XXXX {$5.00} XXXX TRIP I then was told to dispute these charges and they would then send me another new card. 

These charges were also finally credited back to my account after several chats and emails with documents. 

On XX/XX/XXXX, I received the following letter via my online account This letter is regarding your Citi Double Cash device account number ending in. 
Due to a billing delay, the charge ( s ) for {$63.00} from XXXX TRIP XXXX CA made on XX/XX/XXXX and {$82.00} from XXXX TRIP XXXX CA will appear on your account for the first time. 
If you have any questions, please contact us. 
Sincerely, Customer Service Team I immediately contacted Citibank via online chat to find out what was going on and to dispute these charges. I was told to Call " The number for our Security team is ( XXXX ) XXXX ( TTY/TDD : XXXX ). This department is available XXXX XXXX EST. '' I called citibank and was told that the charges were from the card that was CLOSED due to fraud in XXXX and they were just forwarding these charges onto my new card. But to not worry that they would be issuing a credit for these fraud charges in the next 2-3 days. 
On XX/XX/XXXX I contacted Citibank again about the two fraud charges of {$63.00} and {$82.00} and was told the following via chat. 
" Thank you for the information. 
The dispute which you have marked in a closed card due to potential fraud and request a new card it comes under security clsoure dispute and there is a different team who works on these cases. When you dispute the charge in closed card it takes 5-7 business days to receive the credit of it. however if you want to know the status of these disputes you need to contact security team as they are working on your cases. let me share there direct number with you. 
The number for our Security team is ( XXXX ) XXXX ( XXXX ). This department is available XXXX XXXX EST. 
I would also like to inform you that whenever they found anything in your dispute they contact you directly to discuss the case with you and whenever you want to know the status you can call on the above number to know the exact details of it. 
sorry for the inconveinced, however the dispute which is marked in the current card takes 2-3 business days time frame not the security dispute, so there might be a miscommunication. '' I called again and was told that these charges were marked as fraud and to not worry and that before my statement closed on XX/XX/XXXX I would receive credit on my account for these 2 fraudulent charges of {$63.00} and {$82.00}. 

XX/XX/XXXX came as did my new billing cycle and the charges have not been credited. I called Citibank again on XXXX to their security team and was told by the person that I talked to that they did not know why the charges had not been credited yet and that I should just wait because they did not know what is going on. When I asked for something in writing I was told that was not possible and that I should just continue to wait. 

I am concerned that after marking closing a card that Citibank knew had fraudulent charges on it, they closed the card and then just forwarding fraudulent charges to my new card and not crediting me for the charges that they have acknowledged are fraudulent. I am seeking reimbursement of the two outstanding charges of {$63.00} and {$82.00} for a total of {$140.00}. 
Thank you, 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