Consumer complaint received 2015-11-17
Company: CITIBANK, N.A.
State: PA
Product: Credit card
Issue: Billing disputes

Complaint:
I am XXXX & was XXXX for the last 2 years. From XX/XX/XXXX to about XX/XX/XXXX, I was mostly in bed, very ill. When I began to get a little relief & feeling a little better, I went on my computer to find that the XXXX credit cards issued to ME ONLY were maxed out! This live in " caretaker '' helped himself to my XXXX credit cards without my knowledge, permission, or authorization. When I found out on XX/XX/XXXX, I immediately called the XXXX XXXX Police, who sent Officer XXXX to take my report. I did n't even get an " incident number '' until XX/XX/XXXX, over 1 month later, this was after several calls, leaving messages, etc. I even went down to Police station & was yelled at by cop, stating that I was not going to get anything. He stated " you can talk to me until you are blue in the face & you are not getting anything ''. This typifies the way the Police & the local DA have treated me. Also the XXXX credit cards were notified immediately, and they all said, I am NOT responsible for any charges. XXXX XXXX reimbursed the fraud charges after I filled out the necessary paperwork, as did XXXX XXXX, who actually sent me a check for over {$2000.00}. Also, XXXX reimbursed all the fraud charges except the balance transfers done by this thief. I am still trying to get through to their " fraud agent '', because the original agent said it was the policy of XXXX XXXX not to reimburse these charges. I called after waiting several weeks for XXXX XXXX to call me & was given a totally different story by a different fraud agent, who said it is NOT their policy to not reimburse fraudulent balance transfers, but that the notes on my account stated that I told original agent I did the balance transfers. Thisis very easily fixed, as EVERY conversation was recorded. I never told thios agent that I did the balance transfers or that I benefited from them. I have been waiting several weeks again for them to call me back, as they assigned a new fraud agent. 
XXXX XXXX XXXX at first denied my claim, then I appealed & they approved it, and I was told by a fraud agent that over {$12000.00}. would be direct deposited into my checking account ( I gave her all the info on the phone ). Then 2 or 3 days later I got a letter from XXXX XXXX XXXX stating that they had credited my account & I was not responsible for any fraud charges. Then a few days later, I got a phone call, stating that they changed their mind, and then 3 or so days later got another letter from XXXX XXXX XXXX stating all the charges were reinstated & that I am responsible for all of them. This is after spending literally hundreds of dollars sending faxes of old statements showing the fraud charges. 
Citi Bank, picked & chose what they decided was fraud before the police investigation was complete ( which it still is NOT, since XX/XX/XXXX ). The fraud charges on Citi were about {$3200.00}, and they credited me about {$600.00}. Also all XXXX credit card companies got incorrect information from a XXXX XXXX with XXXX city police, stating that I did not wish to pursue the arrest of the perpetrator. This is not true, when Officer XXXX took the original report, I told him I can not wait to see this individual arrested & put in jail, and I would be happy to testify against him. XXXX XXXX XXXX stated in a phone conversation that the only way they XXXX consider refunding the fraud charges is if the individual who did them is arrested! I went to police station at least 6 to 8 times, always treated with disrespect, and also the DA 's office laughed at me on phone when I said I wanted to meet with the DA or an assistant DA. So I went th the DA 's office & they laughed in my face when I told them I wanted to speak to DA or assistant DA, and responded that I could not! I insisted, so a man came out to the hallway, where there were about XXXX people waiting & wanted to discuss it in front of th

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation