Consumer complaint received 2026-07-03 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: FL

Complaint narrative:
* * * FINANCIAL IDENTIFICATION FOR CITIBANK * * * - Bank Claim Tracking Number : RECORD VERBALLY DENIED VIA PHONE - Disputed Fraud Amount : {$360.00} * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * FINANCIAL IDENTIFICATION FOR CITIBANK * * * - Bank Claim Tracking Number : RECORD VERBALLY DENIED VIA PHONE * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * This complaint is filed regarding an unresolved billing dispute for unauthorized merchant charges resulting from an authenticated criminal account takeover ( ATO ) on XXXX that occurred on XX/XX/year>. A malicious third party breached the account registered under my personal email profile, immediately altered the security credentials, and locked me out of the system. The unauthorized user then utilized my stored payment cards to execute multiple checkout transactions, including unauthorized charges on my Citibank card. Citibank representatives verbally informed me via telephone that my fraud claim was denied solely because the merchandise was routed to my physical home address. However, the bank has completely failed to review the definitive technical metadata contained within the merchant 's own transaction log, which conclusively proves cardholder non-participation : XXXX. XXXX & XXXX Mismatch : The checkout transactions originated from IP Address XXXX, which geolocates explicitly to XXXX XXXX, Texas. I am a permanent resident of XXXX, Florida, and was physically located in Florida at the time of the breach. XXXX. XXXX XXXX : The merchant records explicitly show the hacker updated the account contact fields to a rogue email handle ( XXXX ) and an unfamiliar phone number ( XXXX ) immediately prior to pushing the order through checkout. XXXX. Account Termination : XXXX XXXX XXXX subsequently closed and terminated my account due to the verified security breach. Consequently, local store management ( XXXX XXXX, FL location ) is technically blocked from processing a physical return of the unwanted merchandise, despite written documentation from Store Team Lead XXXX XXXX stating a return should be accommodated. A formal police report has been filed with the XXXX XXXX XXXX XXXX ( XXXX # XXXX ). XXXX escalation packets have also been dispatched to and received by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mail. The financial institution is violating federal billing error protections by refusing to acknowledge clear technical proof of an identity breach and cross-state account takeover, relying instead on automated delivery routing. Administrative remedy is requested to immediately compel Citibank to open a formal executive-level review, reverse these fraudulent chargebacks, and permanently credit the account.

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