Consumer complaint received 2026-06-14 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: NC

Complaint narrative:
On the XXXX of XX/XX/21 I received fraud alerts on my phone to where there was unauthorized charges being brought on my account due to my email being hacked and the hacker getting temporary passwords and changing the email address of the accounts to make unauthorized charges and to stealing airline miles off my XXXX XXXX account. After spending hours changing passwords making new accounts and trying to flag my compromised ones. There were multiple charges that was made on my XXXX account which I flagged as fraudulent on my Barclays card site and I also called XXXX and after over a hour on the phone with them to try and recover my account I ultimately had to close it after having that account for over a decade. The one charge that is in question is a charge from XXXX that is in the amount of XXXX that was allowed by Barclays for an XXXX on that same XXXX during that same time that all the fraudulent charges that was taken place. XXXX reassured me that all charges would be flagged with the sellers and to have Barclays to contact them and they would reassure that all charges was a result of fraud before i closed my XXXX account. I also have a police report that was made that day as well to report all charges being done to be fraudulent. After calling Barclays they have me a credit for the XXXX while they was investigating. The main issue from this dispute is the following. Barclays reinstated the charge due to the fact that there was an item that was shipped to XXXX NC ( the city I stay at ) however XXXX XXXX ( XXXX party shipper ) could not give an address only the city even though I did not receive any goods from this address. Why did Barclays even allow this particular charge in the first place even though their own company sent me text messages overnight flagging these fraudulent charges that was being made from this same site ( XXXX ) at the same time my account was hacked and why wasn't this charge that was made at the same time stopped? Due to me closing my XXXX account that same day I wouldn't of been able to see that Barclays allowed a charge to happen. The XXXX was on the creditor to stop all charges immediately when fraud has been reported. From multiple people that i discussed this with Barclays account was being sold to XXXX as they lost the XXXX XXXX account and they tried to reinstate this charge so they wouldn't be on the hook for it as I can not access my Barclays account anymore, however, I have screen shots that shows where I have flagged the accounts online and my letters that shows the responses from Barclays as well as police reports and any other documentation needed. CFPB can respond to my email or my phone number on file if needed. Apologies on the long wait to process this complaint with you as it took time for the " investigation '' from the creditor to getting with the credit bureaus. Looking foward to hearing back from you.

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