Consumer complaint received 2026-02-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
It came to my attention in XXXX  during a call with a Citibank employee about something on my account that I had XXXX charges from XXXX. Unfortunately I had not been monitoring the account as closely as I ought to have as I had kept ample funds in there to avoid contant checking and management. When they called this to my attention, we dug back through my account and found XXXX fraudulent charges from XXXX for a total of {$11000.00}. I am a XXXX XXXX in a. XXXX XXXX XXXX  and do not have a business nor any account with XXXX. I do not own my work computer and have no dealings or business or purchase history with XXXX. Many of the charges were repeated and monthly. We cancelled my card on the call immediately and they sent the case to Citi Fraud. I consistently did not hear back and spent hundreds of hours over the course of a year and a half pursuing reimbursement. I sent letter after call. Ceitified mail letters. Emails Calls. I untimately blasted their highest ups and received a call that they were investigating. I demanded all proof of records - proof of purchase, IP addresses, invoices, receipts and authroization forms. I received XXXX denial letters with no information, only that I had admitted that I had the card in hand ( I never lost it ), therefore this could not be fraud. I found it absurd that Citi could determine that fraud was not relevant or acceptable, as if, in this day and age, fraudsters do not have electronic and digital means. It happens every day. They ultimately told me to resolve this matter with XXXX. I moved on to XXXX, which as a company, is much harder to reach in terms of customer service and a human agent. I went around and around with an online portal stating my XXXX fraudulent charges, that I am a XXXX and have no business accounts, purchases, or history with XXXX. They followed up that someone would call me back. I insisted on receiving an email address or phone number to follow-up with. They refused to give. Nobody called me back. I got an email saying I should call a customer service number from a list provided. I called every number given and each just is an automated system that sends you right back to the same online portal I came from. I can not reach anyone at XXXX by phone or email to answer to these XXXX fraudulent charges. Just yesterday I reopened the case with Citi as it is yet to be resolved. I sent a very aggresive letter with all documentation attached, let them know I had tried to no avail to reach XXXX and yet here I am down over {$11000.00} with no resimbursement and no documentation or data or authorization about these charges. These are NOT my charges. I have never been so gaslit, mistreated, offended or ignored. They called me this morning - the Exec office at XXXX and let me know that they had already denied my case XXXX and that I can only pursue XXXX at this time. The basis of their denial is that I had the card at the time of the fraud. I have researched fraud and this is absolutely untrue. I have asked them to reopen the case. To send me all authorizations and proof of purchases. I am feeling hopeless and this has taken me over XXXX hours. I am a single mom. A full time XXXX XXXXXXXX. And am XXXX  for my XXXX XXXX  who have XXXX and live with me. Being treated so badly by these XXXX comments is beyond my understanding. I have never worked so hard to be seen and heard and understood. This is wrong. These charges are not mine! They are absolutely XXXX percent not mine! I want to be reimbursed by Citibank and XXXX immediately.

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