Consumer complaint received 2025-12-23 00:00:00
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.
State: MO

Complaint narrative:
A fraudulent charge appeared on my credit card during a recent trip to XXXX. The disputed charge was to something called XXXX XXXX in XXXX, XXXX. This charge allegedly occurred on XX/XX/year>, and is for the amount of {$2400.00}. This charge appears on my billing statement for the period of XX/XX/year> to XX/XX/year>. 

I reported the fraudulent charge of {$2400.00} through the Citi app dispute center. On XX/XX/year>, I received an e-mail from the dispute center stating that I needed to call. In response to the email, I called the dispute center that day from XXXX at XXXX and responded to the Citi representatives questions about the dispute. The Citi representative who I spoke to was very hard to understand as English was not this person 's XXXX XXXX. 

On XX/XX/year>, I received a letter concluding the investigation. This letter was dated XX/XX/year>. The letter stated that We previously reached out to you regarding your disputes, but since we didnt receive the information we needed, we had to continue our investigation with the information we had available. At no time did Citi ask me to provide additional information. 

On XX/XX/year>, after receiving the letter dated XX/XX/year>, I called the dispute center again at XXXX. The Citi representative that I spoke to on that occasion stated that he was going to reopen the dispute. Questions similar to those responded to during the telephone conversation with the Citi representative on XX/XX/year>, were asked and answered. At the conclusion of the conversation with the Citi representative I understood that the dispute of the {$2400.00} charge was going to be resolved in my favor and the charge would be taken off of my billing statement. I received no further information regarding crediting the {$2400.00} charge and the fraudulent charge still appears on my account. 

On XX/XX/year>, I sent a letter to Citi appealing the unfavorable conclusion of its investigation. This letter was sent by certified mail, return receipt requested. In that letter I requested that Citi provide me with all documents that it relied upon in denying my dispute. Citi received this letter on XX/XX/year>. I did not receive any response from Citi in response to this letter. 

I received a second letter from Citi dated XX/XX/year>. This letter stated that, " The card 's XXXX chip was used to make the disputed transaction ( s ) at a chip enabled card reader. You verified that the card of XXXX XXXX XXXX was in their possession at the time of the transaction ( s ), so we don't consider this fraudulent activity. '' We dispute this statement. My wife, XXXX XXXX XXXX, NEVER verified that she was in possession of the card when the charge to XXXX XXXX was made. She did not make the charge to XXXX XXXX, and, therefore, would never verify that the card was in her possession when the charge was made! While the card was never lost or stolen on our trip to XXXX, there were times when the card was briefly handed to a merchant in payment of a transaction. In particular, my wife knows that she handed the card to a merchant at XXXX XXXX which also occurred on XX/XX/year>. My wife remembers this because she was not tall enough to reach the credit card machine herself. 

We did not purchase anything from XXXX XXXX while we were in XXXX. We have never been to XXXX, XXXX. We do not even know what XXXX XXXX purports to be. We do not know how this charge was made. However, we do not purport to know all of the ways that my card number could be charged unlawfully.

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 explanation