Consumer complaint received 2025-03-09 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: CA

Complaint narrative:
Statement of Facts | Citi Bank & Bloomingdales Exploitation of Credit Card Fraud Claim * DISCLAIMER : I previously, and incorrectly, filed this same complaint on XX/XX/XXXX, against American Express/Bloomingdales . The correct organizations in question are instead Citi Bank/Bloomingdales . I deeply apologize for this embarrassing oversight. Included in this updated version of the complaint is a new development after having spoken with a representative from Citi Bank and/or Bloomingdales in late XX/XX/XXXX. * To Whom It May Concern, On XX/XX/XXXX, there was a fraudulent transaction improperly approved by Citi Bank through my Bloomingdales American Express credit card that I did not make nor approve myself from a merchant designated as XXXX  To my recollection, I was not informed of this suspicious transaction neither by Citi Bank nor Bloomingdales as it was seemingly not flagged as potentially fraudulent on their end. Since I sparingly use this American Express compared to my primary credit cards, I was unaware of this fraudulent transaction until XX/XX/XXXX, when I was about to make a payment on my account. I called the fraud investigative department to identify the transaction. My account was immediately closed, and I was sent a new card for my security. 

Ultimately, I was refunded for the fraudulent transaction amount, since it was automatically drained from my checking account, on XX/XX/XXXX, though I was not actually informed of the refund. On XX/XX/XXXX, I checked on my account status and witnessed the refund for myself. I called customer service to inquire about the findings from the investigation which was explained to me as having been relatively straightforward, and that it was closed in my favor against the perpetrated fraudster individual designated as XXXX XXXX. I was then told that I could use the negative balance on my American Express account ( i.e. the refunded amount ) to make any and all future purchases or that I could opt in to receive a physical check with the refunded amount. I chose the physical check, and I received it in the mail perhaps a week or two later which I deposited into my XXXX XXXX checking account. I thought that was the end of it. 

Sometime in XX/XX/XXXX, I received an e-mail stating that my American Express balance was due. I was confused and initially thought I read the message wrong as I had not used this card recentlyat that time. I found that the original fraudulent transaction was reverted into my account as if I legitimately owed the amount that was previously identified as fraudulent per an official investigation by Citi Bank and/or Bloomingdales. I was not informed about this credit being reversed, and I later discovered that it was charged on XX/XX/XXXX, two months after refunding me and sending out the physical check that I deposited into my account. 

Since then, and now in XXXX, I have been calling customer service as well as the fraud department ; speaking to representatives from various departments who have all given me the same response over and over, paraphrasing : we will look into it and notify you. Consequently, late fees and interest charges have been forcibly accumulating to this day as I continue to fight off this ridiculous situation that I have absolutely zero responsibility for. 

Eventually, I was able to set up a call-back with a supervisor who contacted me on XX/XX/XXXX, at XXXX XXXX. She introduced herself and immediately asked, How can I help you?. 

I was taken aback, as I had been calling Bloomingdales customer service and fraud department since XXXX XXXXat that time, specifically inquiring about why the fraudulent transaction was reverted into my account as if I legitimately owed it. I went on to explain the context, but the supervisor immediately interrupted me and declared that I was never owed the refund they applied to my account in the first place which they subsequently mailed to me at their own suggestion. She boldly stated that their decision was final, regardless if they had notified me or not ; as if I didnt have the right to know what was happening within my own account. I attempted to re-explain but she rudely interrupted and maintained that the refund was mistakenly adjusted and that mailing me a check for the said refund was an even bigger mistake that I was not entitled to. 

Without hesitation, I asserted that I was going to report XXXX and XXXX XXXX ( at the time inaccurately believing XXXX XXXX had anything to do with this situation ) to which the supervisor pronounced, Youre free to do so. 

About a week-and-a-half prior to the submission date of this complaint, XX/XX/XXXX, I was contacted by either a Citi Bank or Bloomingdales XXXX XXXX I had not been answering their previous and numerous calls since I do not legitimately owe them the already-classified fraudulent charge, but for what ever reason I decided to answer the call this time. I was fortunately connected with a pleasant and sweet woman who was willing to investigate this situation as much as her tools allowed her to do so. 

In the end, she stated that the reversed transaction was due to my radio silence as I allegedly did not communicate with them to identify the XXXX transaction as fraudulent. She told me it had nothing to do with a supposed refund, much less anything to do with me not being entitled to a mailed-in check for the refund. I was beyond confused and did not know how to reply. She stated that she would open a new investigation into the fraudulent transaction and that I would be notified of the findings by mail. I do not remember the time frame she gave me, but again, this was about a week-and-a-half prior to the submission of this complaint. Regardless of this representatives helpful information and action, I am not willing to wait any longer. 

In my opinion, Citi Bank and/or Bloomingdales have allegedly concocted this elaborate scheme of confusion and deception to capitalize on a fraudulent charge forcibly implanted into my account that they themselves cleared in the first place ; and I believe this even more strongly knowing now that the refund/physical check is not even a considered factor anymore as stated by the most recent conversation with a Citi Bank and/or Bloomingdales collections representative. By not informing me that they reversed the fraudulent charge, they capitalized on my account accumulating late fees and interest charges in a seemingly disguised as legitimate process to squeeze out more money from me that they are not entitled to. 

I have been proudly building up my credit score since I was a teenager, and up until XXXX of XXXX and prior to purchasing my first car under my name, my credit score was sitting at a XXXX according to my XXXX XXXX account. I have not missed a single payment on my new car, and I can only imagine that my credit score would be ranked a lot higher if not for Citi Bank and/or Bloomingdales who have now directly plummeted my credit score into the low XXXX. In my opinion, Citi Bank and/or Bloomingdales are extorting me, or at the very least exploiting my own fraud claim against me. 

This situation has been a tremendous burden on every aspect of my life; mainly resulting in my current financial debt of which I am not responsible for paying off in the first place. I have also recently applied for the XXXX XXXX XXXX XXXX XXXX as a XXXX  XXXX XXXX, and I know for a fact that once I am assigned a background XXXX, my alarmingly low credit score and long-standing yet involuntary debt will prohibit me from moving any further into the hiring process with the XXXX Citi Bank and/or Bloomingdales are now getting in the way of reaching my career dreams. 

I take pride in how I conduct myself both professionally and personally, and though difficult, I will always take a stand to do whats right : I did not make nor authorize any of the alleged purchases and further certify that everything I explained above is factual and verifiable.

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