Consumer complaint received 2025-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: UT

Complaint narrative:
I had a fraudulent charge against my Costco VISA card while in XXXX. I received a denial letter which I will try to attach. I called from XXXX to the XXXX fraud line on the card within XXXX minutes of my phone alert sent when my card is charged. Here is a copy of the text message that I received notifying me of the charge : Citi Alert : A {$940.00} international transaction at XXXX XXXX XXXX  was made on card ending in XXXX. View at citi.com/citimobileapp Note that this text message does not include the phrase, XXXX ending in XXXX was not present for the transaction. 

My phone records will prove that I phoned the card fraud line, was told the card was locked, and another would be issued by mail. 

Here are my notes from phone conversations with the company : Credit card fraud for card ending XXXX Date XX/XX/XXXX in XXXX, XXXX XXXX vendor does not exist : XXXX : XXXX XX/XX/XXXX another text from Citi ( XXXX ) XXXX and spoke with XXXX XXXX. She is NOT an investigator. Requested an investigator calll me. I want the transaction time stamps. She said Citi now has another 90 days to resolve. I explained I will start legal action if not resolved in my favor by investigators ... this is not a hard case to investigate. Investigators appear to have not even attempted to locate the vendor. 

I called again today and spoke with XXXX XXXX. The security section and the fraud investigators are different departments. I can not speak to an XXXX. Ive had NO communication from the company since my XX/XX/XXXX phone call, but today I was told that your denial stands. Apparently the reason for this is simply that the alert states my card was present and in my possession. I explained that I did not lose the card, but it was out of my possession to pay for food at a restaurant. We only went to eat and to museums in XXXX, and I was recovering from XXXX. 

The time stamps available to the investigators, but never made available to me, could prove that I could not have been in XXXX locations at once. It would also prove where the card was used in either a second, fraudulent card reader or in XXXX with a chip skimmer. We wanted to warn XXXX XXXX lines about the restaurant because they made the recommendations of the local ones to go to from the hotel. 

The vendor that is found under the name on the charge alert, XXXX is in fact, a construction company, now defunct, near XXXX, XXXX. The investigators didnt even try to find out. 

Contents of the Costco VISA denial letter : Security Services XXXX XXXX XXXX XXXX XXXX, MO XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX Dear XXXX XXXX : COSTCO cti WHOLESALE Account XXXX : XXXX Your dispute ( XXXX ) has been closed We've completed our investigation and your dispute ( XXXX ) is now closed. 
The card 's XXXX chip was used to make the disputed transaction ( XXXX ) at a chip enabled card reader. You verified that your card was in your possession at the time of the transaction ( XXXX ), so we don't consider this fraudulent activity. 
The charge ( XXXX ) totaling {$970.00} wil remain on your account, under your account activity. Federal Regulations require us to remind you that fi we do not receive the minimum payment due by the date shown on your billing statement, we may report your account as past due to the consumer reporting agencies listed below. 
XXXX XXXX XXXX XXXX XXXX, TX XXXX Sincerely, Trans Union XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Your Security Operations Service Team FEDERAL REGULATIONS REQUIRE THE FOLLOWING STATEMENT NOTICE : The federal Equal Credit Opportunity Act prohibits creditorsfrom discriminating against credit applicants on the basis of race, color, religion, national origin, XXXX, marital status, age ( provided the applicant has the capacity to enter into a binding contract ) ; because all or part of the applicant 's income derives from any public assistance program ; or because the applicant has ni good faith exercised any right under the Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this creditor si the Consumer Financial Protection Bureau, XXXX XXXX, XXXX, XXXX  XXXX DC XXXX. 
The creditor XXXX XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX. Please direct any questions to the return address on this letter.

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 non-monetary relief