Consumer complaint received 2024-12-05 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: VA

Complaint narrative:
This is the certified letter I send to Citicard after they refused to remove these fraudulent charges from my account. I have been a loyal customer who pays in full each month and they have treated me like I am guilty. 

To say I am extremely disappointed and angry about my recent experience with the Citi Card Fraud Department would be an understatement. As a long time customer, I have used Citi Card almost exclusively for all of my purchases for the past 10 years or more. I am always very prompt at paying my bill on time. Yesterday when I logged into my Citi Card online account to pay my recent bill, I discovered that my fraud dispute had ended, and that I would not be getting the fraudulent charges removed from my account. Note that your Citi Card website states that no customer will be held responsible for fraudulent transactions. It appears you are not upholding this policy. 

On XX/XX/year>, a petty thief stole my credit card information and used it to buy items at Home Depot. There were two separate Home Depot charges from two separate Home Depot stores on the same day. One charge totalled {$840.00}, and a second charge totalled {$1400.00}. There were also two smaller charges that day. One was for {$94.00} for XXXX XXXX XXXX XXXX, and another was for {$19.00} for XXXX ( XXXX. ( Both of the minor charges have been resolved and removed from my account. ). 

When I saw these charges, I immediately called Citi Card to alert you of this fraud. I requested that my card be cancelled immediately, and I received a replacement card with a new number one week later via mail. You credited my account and removed the fraudulent charges with a note that said, " under dispute ''. 

Later that same day, I got an email from a restaurant I had never gone to or even heard of before called XXXX XXXX XXXX XXXX. This same thief had used my card to charge {$94.00} worth of food and drinks. Not only did this thief have my credit card number, the receipt showed my email address listed as well. 

The name on the receipt was not mine. It was what Im assuming was a fictional name. It listedJames XXXX and a phone number XXXX XXXX. I tried calling that number, but it was not legitimate. No surprise there. I did call the Citi Card Fraud department immediately upon receiving this email receipt. I told the person who answered that I had some evidence of one of the fraudulent charges. The person I spoke to said that they didnt need to see the receipt at that time. They told me they would be in touch with me if they had any further questions. ( Please see this email receipt attached as evidence ). 

So, here we are. Almost two months have passed and the two larger charges from Home Depot that were in dispute have been reversed and charged back to my account effective XX/XX/year>. A message from Citi Card read that the " dispute was resolved but not in my favor ''. It also said to see the letter attached that explains their decision. I tried to find a letter but none was available. 

I immediately called the Citi Card Fraud Department, and talked to a representative this morning. I asked why the charges were put back on my account. She told me that Citi Card had reached out to me several times, but I hadnt responded. I told her that I had never received any messages from Citi Card telling me to contact them. She asked me again if I recognized either of the Home Depot charges. I told her " absolutely not ''. She also asked me if I had received merchandise from Home Depot. I told her again, absolutely not.. She said that they would continue to dispute the charges. 

Im writing now to communicate to you that I will not accept responsibility for any of these Home Depot Charges in question. Ive done my part to report the fraud to you. If this is not resolved, I will write to the Consumer Financial Protection Bureau and cancel my MasterCard. 


I look forward to a speedy resolution. I should not have to go to this length to prove my innocence. I am very angry at the way I have been treated here. I can be reached at my cell phone number on file or by my personal email address also on file.

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