Consumer complaint received 2024-08-28
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIBANK, N.A. (NY)

This is regarding my Citi Costco Visa card. I have kept this card with me all the time. 
I received a suspicious charge activity notification from the company ( see below ), and it was {$5600.00} charge " DECLINED '' by a merchant in XXXX on XX/XX/XXXX. They asked me whether I am aware of this, Yes or No, So immediately clicked " NO '' button. I thought it was resolved since " DECLINED ''. On the next day, a Citi Card Security called me and asked me about confirmation questions. I told him I never authorized this charge and kept the card in my possession all the time. He said not to worry and they would issue a new card replacing my old card associated with this scam activity. A few days later, I received a new card and thought everything was resolved. 

On XX/XX/XXXX, I went into my account trying to make a payment but found this declined charge was on my bill. I immediately reached out to the company ( billing, security, fraud depts. at Citi Card, but no one was able to help me and said that this charge has been in a dispute process. Since it was Sunday, I couldn't get a hold of the proper people so I had to call again and spent the whole on Monday with several people. I asked them why this was charged to my account. They told me different stories from different departments. 1 ) After the declined charge, another charge was submitted and went through their system. 2 ) They did a investigation and concluded that it was a valid charge so they put it on my bill. Their reasoning is someone used the chip to charge.

It didn't make any sense and I had a strong feeling that someone was trying to hid their mistake. I managed to get email contacts of Citi Executive Response Unit and sent my letter challenging the following. 

1. How did a declined charge become a valid charge and billed to my account? 
2. I clearly communicated to them that this was not authorized charge, and thought that everything was settled with a new replacement card issued ( the old card cancelled ) The citi card clearly states the following policy ( copied and pasted ) about their protection to their customers. But they did totally opposite to support the scammer. 

" We've got you covered '' We monitor your account for suspicious activity. As a Citi cardmember, you're also protected with {$0.00} liability on unauthorized charges, which means you're not responsible for charges you didn't authorize. If you think any unauthorized transactions have been made, call us right away. '' I just received their genetic reply saying that they will investigate this matter and return to me within 15 days. I also tried to call them but the only answering service was available. 

My immediate problems are my payment due date is close and I don't want deliquent charges. Therefore, I even asked them at least to give a temporary credit until they complete their investigation. However, no positive response has been received. 

In conclusion, it is a very strange way for a major credit card company to handle a unauthorized charge. I have had some similar problems before, and they have always cooperated with me by issuing a temporary credit and resolve all for me. In this case, they didn't want to give such credit and make a conclusion within a few days without even discussing with me. However, the most suspicious one is what they moved a declined charge to a valid charge against my will. I think this a customer deceptive and criminal activity. 

Please help me in resolving this ASAP. If any question, please feel free to call me at XXXX or email at XXXX Thanks for your support in advance. 

Following is the Fraud Alert they sent me on XX/XX/XXXX. You can clearly see " DECLINED '' and their statement on unauthorized charges XXXX Oh Fraud Alert : Your Costco Anywhere Visa Card by Citi From : Costco Anywhere Visa Card by Citi XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Subject : Fraud Alert : Your Costco Anywhere Visa Card by Citi We noticed suspicious activity on your Costco Anywhere Visa Card by Citi account.

ACTION REQUIRED Citi and Costco Logo Security Zo
ne XXXX XXXX Cardmember since XXXX Card ending in XXXX Review the recent activity below Hi, XXXX. Let us know immediately if you, or anyone you authorized, used your Costco Anywhere Visa Card by Citi ending in XXXX for the transaction ( s ) noted below. You may not be able to make purchases on your Costco Anywhere Visa Card by Citi until we hear back from you. 


Amount : {$5600.00} Date : XX/XX/XXXXXXXX  Merchant : XXXX Location : XXXX Charge Status : Declined Do you recognize the charge ( s ) above? 


Yes I recognize all of the above. 

No I do not recognize one or more of the above. 



If you need more details on any transaction, login to the Citi Mobile App or Citi Online. 


Citi is at your side before, during and after every purchase. 


Your Citi Team We've got you covered We monitor your account for suspicious activity. As a Citi cardmember, you're also protected with {$0.00} liability on unauthorized charges, which means you're not responsible for charges you didn't authorize. If you think any unauthorized transactions have been made, call us right away.