Consumer complaint received 2015-04-05
Company: CITIBANK, N.A.
State: VA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Background : I have a citi business credit card, and I have been using it only for local transactions in XXXX and each of my transaction amount was usually within a few hundreds of dollars. 
I have FICO score over XXXX and have never been late for any of my bills. 

What happened with my citi business credit card : On XX/XX/XXXX, I found there were XXXX fraudulent transactions on this credit card of mine. These frauds were charged to my card on XX/XX/XXXX, and each was about {$5900.00} and from a merchant called XXXX in XXXX. I called citi immediately, and shared these were frauds and requested disputes. The call agent tried to convince/remind me that I made the transactions myself and I just forgot about them. Then this call agent transferred me to another team, the other call associate read to me for XXXX mins on what XXXX 's business areas were and still tried to convince me these were made by myself, and ignored my clear explanation why I know these must be frauds. After I insisted to dispute, she told me on her side she actually saw XXXX transactions from XXXX on my card, and I confirmed I never purchased anything from XXXX and all transactions with XXXX on my card are frauds. The outcome of that phone call, in my understanding is that, she took care of the dispute and frauds, and closed my old card and sent me a new card. Although I never got any verbal communication on what happened, in my several phone calls in the next week to citi regarding to this issue, I repeatedly requested citi to send me a verbal communication on what they plan to do with these XXXX fraud transactions, citi claimed they did send me a communication but I never received any. 

Instead on XXXX XXXX, I received a bill from citi asking me to pay for the card balance including XXXX XXXX fraudulent transactions I have called citi to dispute. This bill is due on XX/XX/XXXX. 

On XX/XX/XXXX, exactly 1 week or 5 business days since I called citi for the frauds, I called citi again and questioned about the bill I received. I was told it usually takes 3~5 days for citi to remove the disputed balance from my card and it also takes 3~5 days for the communication letter to arrive my house. None of those happened tho. I was told to keep waiting. I can wait but if citi did n't take care of these fraud before XXXX, I will either have to pay for these frauds or take a hit on my consumer credit score because of delinquency on this citi 's bill. Also during this same phone call, the call agent told me there were only XXXX fraud transactions got disputed, and he swore only XXXX but not XXXX as I was told in my first phone call with citi. This call agent also claimed that he ca n't see my account activities because the account is still been 'set up '. I honestly do n't know what 'set up ' mean? Because I received a new replacement card on XXXX and activated it and set up an online account for it right away. After 5 days, citi said my account was still been internally set up and nothing a customer or a call agent can do at this point to see account activities. 

Today is XX/XX/XXXX, I still have n't received any communications from citi on what 's their plan on my frauds, and how many frauds exactly they will take care, and I still have a over $ XXXX balance of bill from citi to pay before XX/XX/XXXX.

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