Consumer complaint received 2022-09-02
Company: CITIBANK, N.A.
State: MI
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:
My Citi card was fraudulently charged in XXXX by XXXX XXXX restaurant and I was sent a new card then. In mid-XXXX, my new card was fraudulently charged several items ( XXXX XXXX  & XXXX ) and when I called I was told that my then new card would be stopped and I'd receive a new one within 10 days. 10 days later, I hadn't receive the new card and and when I went on my account online, I found another XXXX  charge. When I called Citi, I was told that the account was never stopped the first time. 
After receiving card number 3, I was again charged by XXXX twice ( XX/XX/XXXX & XX/XX/XXXX ). I called Citi to see what was going on, and was told they need to speak to the primary card holder for him to authorize stopping all recurring charges. They did speak to him and he did request stopping all recurring charges. I then received my fourth card within a couple of months. 
On XX/XX/XXXX, I was again charged by XXXX. When I called Citi, I was transferred to the security department, where I was told that I have a digital account with XXXX and the agent assured my she will close it, so that I'm not charged by them again. 
On XX/XX/XXXX, I was again charged by XXXX and Citi again where I was told again that they need to speak to the primary card holder to stop all recurring charges ( something we were told was already done two months ago ). While explaining to the agent that we already had that done ( Supposedly ), he suggested that I call XXXX and take care of this issue with them! I explained that I do not have a XXXX account, and never dealt with them at all. How would I just call and give them all my personal information? The agent replied that they already have my card number, so I wouldn't be giving them anything new! I did not call XXXX, but later that evening called Citi again, with my husband to get this done with. After a long call with Citi and my husband authorizing a stop on all recurring charges, I was told that my card would be on a temporary block, because a couple of vendors needed manager approval to be deleted from recurring charges. The next day, while at XXXX, a payment went through with my Citi card ( which is also a Costco card ). I was confused how my card was used for payment, even though I was told it would be blocked, so I called Citi again. I was told on this call " The agent didn't properly apply the block, but we will correctly apply it now ''. The next morning, while trying to use his card, my husband realizes that they stopped HIS card ( and at this point, we don't know if they had stopped mine ). I called Citi again on XX/XX/XXXX, where I spoke to a manager. She removed the block from my husband 's card and said she got the approval to remove all recurring charges on my card. She then said that she will overnight me my new ( FIFTH ) card. When I didn't receive my card the next evening, I called Citi and was told that it was not overnighted, but expedited, which is two business days. I called Citi again on XX/XX/XXXX, because I still had not received my card and was told by the agent that it was mailed regular mail and she will mail another one expedited! I was extremely confused how I would get two cards and which would be the one to use, she said they'd both have the same number! I asked her to email confirmation of what is gong on ( or just an email explaining that a new card is coming in the mail ), she said " we don't do that '' - even though I know for a fact that they do, because I received a similar email before when my previous cards were stopped. I ended the call with this agent and called again, in hopes of speaking to someone else that can explain what's going on. The next agent said that that card was expedited and left at my porch the night before! I told her that there was nothing left at my house and I have a camera to prove that. She then said " Oh, it was mailed regular mail " and I should receive it within a few more days, because " the expedite requests aren't going through ''. I was even more confused at this point, because one second I'm told it was delivered and the next I'm told its still in the mail. I asked what happened with the previous agent 's expedite request for a new card, she said " it didn't go through ''. At this point, this agent did not clarify anything ( if anything she added to my concern ). I am still waiting on my FIFTH card to come in the mail and I have no idea if they did indeed stop all recurring charges.

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