Consumer complaint received 2026-05-24 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: MN

Complaint narrative:
Citibank Visa dispute. I am victim of a high-velocity fraud attack. These were unauthorized charges, and my card had been compromised. On Tuesday XX/XX/XXXX, my card did not work paying for a massage in XXXX XXXX XXXX. CA. I called the number on the card. They told me that there were unauthorized charges for XXXX cents to XXXX. I spoke to someone in the fraud dept. and said that those were not mine. The representative did not inform me the hundreds of charges for XXXX were posted. between Monday, Tuesday and Thursday, while I was traveling hundreds of charges were made to XXXX XXXX for XXXX totaling. I discovered this when I was at the Apple Store on Friday XX/XX/XXXX when I was unable to get XXXX XXXX for my new phone and watch. On XX/XX/XXXX I called XXXX and they said that my card was on hold to call Citi. I called Citi, noted that none of the hundreds of charges were mine. They transferred me to the fraud department. I explained it all to them. Spending over an hour on the phone. Citibank representative said not to worry. They would investigate and send me a new card. The next day on Saturday morning, I forgot and paid for breakfast with my credit card. The charge went through and I realized that it shouldn't have. I called Citibank on Saturday XX/XX/XXXX. They said they had no record of the previous calls but would put a hold on the card and the Fraud dept was closed, if I was concerned call back Monday. I called back on Monday just to make sure everything was okay- nope they had no record of my previous call but they would close the card and send me a new one. They said do not worry, it could take over XXXX billing cycles to resolve. They assured me the investigation was taking place. It was so many charges their computer was frozen. Obviously. Someone would call me if there were any questions. Don't worry. They know how to deal with this kind of thing. I called XXXX again. They said they had no record of these transactions. I received a letter from Citibank that said since they hadn't been able to get me by phone that the investigation was closed and I owed the money. No representative called me. I called XXXX that day. Spoke to a representative- they said call back on Monday as no one from the Fraud dept was available but do not worry. The week of XX/XX/XXXX Spent over 4 hours on the phone with Citibank. Spoke to XXXX on Monday Spoke to XXXX on Tuesday Spoke to XXXX again on Wednesday Spoke to XXXX XXXX she said there were some questions I needed to answer. For each person their computer froze they unable to access my account and finally I was Escalated to a manager named XXXX. I Answered all the questions was told not to worry. On Monday XX/XX/XXXX Called to follow up Spoke to XXXX and XXXX Was on the phone for 45 minutes while XXXX reviewed everything again. Assured me that they could clearly see that this was not me. I asked How should I follow up? Give them a week. I called back on Wednesday because I was traveling. Still no action that whole week. I spoke to XXXX and XXXX the next Tues. Wed. I spoke to XXXX. Friday XXXX. Said check again with XXXX. Thursday spoke to XXXX and we noted the XXXX of the hundreds of charges were settled in my favor but that the rest of the XXXX charges still noted that the dispute was resolved. XXXX said dont worry. On Sat XX/XX/XXXX of the charges refunded. Today Sat. I received I received a letter saying the dispute was resolved and I owe XXXX XXXX {$7800.00} and that you will be reporting this lack of payment to the XXXX, XXXX XXXX and XXXX I have been paying the charges that I do owe but not the fraud ones.

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