Consumer complaint received 2020-06-11
Company: CITIBANK, N.A.
State: CT
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:
In XXXX the very beginning of XXXX, as I was using the computer, my computer mouse flew across the screen I called my computer technician and he had me unplug my computer. He had said that someone was in my computer and that is why the mouse took off across the screen. We wiped my computer and reinstalled the software. A few days later, fraudulent charges appeared on my checking accounts and credit cards. 
XX/XX/XXXX I had to close my XXXX checking account as someone went into my checking account and was trying to take money. 
XX/XX/XXXX XXXX texted me that {$3000.00} worth of gift cards were purchased on my account. 
XX/XX/XXXX {$480.00} was taken out of my checking account at XXXX XXXX XXXX. 
XX/XX/XXXX XXXX emailed me that there was an attempt to charge another {$5000.00} on my account using my other email address. 
XX/XX/XXXX & XXXX, XXXX there were charges of XXXX put on my Citibank Card. I had not used that card since I paid it off a few months prior to this occurrence. 
XX/XX/XXXX transactions from XXXX XXXX XXXX were taken out of my XXXX  XXXX XXXX Checking Account. 
The banks and credit card companies credited my accounts for these fraudulent charges including Citibank. They knew it was not my charges and could see that it was fraud. 
On XX/XX/XXXX I received a letter from Citibank stating that the information they had was not enough to support my claim and resolve the dispute in my favor and they rebilled my account for the previously issued credit. 
When I contacted them to see why there was not enough information they said they sent me a letter asking me to call them. I never received the letter and I told them this. The investigator that I spoke with said they would reopen the investigation. On XX/XX/XXXX I received a letter stating that they were looking into the transactions I disputed. 
Time went by and I heard nothing from them. I called and was told it could take up to 90 days to do the investigation. I had called several times and just received the same information. 
I was called daily by collections from Citibank about the unpaid balance. The people calling were not in security and could not help me with what was going on with my fraud claim. Every day I explained the situation to a new collections agent and told them to read the notes on what was going on. Finally one agent said that she would discontinue calling me when I said that what they were doing was harassment. She said they would no longer call but would continue to charge interest on the unpaid payments. I wanted to know why they would do that on something that was being investigated. 
. Meanwhile Citibank started charging me late fees and notified the credit bureaus that I was behind in my payments. This drove my TRW score down considerably. My TRW was XXXX and as of XX/XX/XXXX, today it is XXXX. 
I finally got ahold of another investigator after trying to get through for over an hour, and they had me hold on the line while they looked into it. After waiting for about 10 minutes the phone line disconnected. I tried calling back and could not get through. I got through to someone on XX/XX/XXXX, and was told that the investigation had concluded and they were not reversing the charges. I wanted to know why I was not notified or given the reason for what was done. I never received correspondence stating they were closing the investigation. The investigator finally after looking into things for almost an hour, with me holding on the phone, said he would reopen the investigation and it could take up to 90 days. He also said they would continue to bill me and put the fact that I was not making payments on my TRW each month I dont make a payment. I told him that I do not understand why they would do that while they were investigating. I pay my bills on time. I am very proud of the excellent credit score I had. Citibank is destroying that credit by putting this on my TRW. It is now XX/XX/XXXX and I still have not received correspondence saying they were investigating. 
My home roof is leaking and needs to be replaced and my deck needs repairs. There are over 200 seasonal homes at XXXX XXXX XXXX XXXX where I reside. There is a No Hammer Law enforced by the Homeowner Association there that does not allow work done between XX/XX/XXXX and XX/XX/XXXX. I am in the process of getting a loan to do the improvements on my home. The improvements I need to make have a limited window of time to be done. My credit score is a direct reflection on fees for the loan, the interest rate, and loan approval. I wrote a letter explaining all that is transpiring to the loan board. Any damages incurred or loan fees will have to be reimbursed legally or voluntarily by Citibank. The only reason I would not get the loan would be due to my low TRW score of XXXX which is a direct result of Citibanks inability to do their job.

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