Consumer complaint received 2025-05-20 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: CA

Complaint narrative:
A charge for XXXX was made for {$1000.00} on my Citibank credit card on XX/XX/XXXX. I did not make the purchase and Citibank is not issuing me a permanent credit. Citibank is done with their supposed investigation and finds me liable for this and XXXX other other travel tickets placed on the same day by different agencies that I did not make. The phone number associated with XXXX  IS XXXX and it's a non working number. There is nobody for whom I can communicate with in regards to who purchase the tickets, how my credit card was used etc. 

Another charge in the amount of {$1100.00} under the name of XXXX XXXX appeared on my Citibank app as a pending charge, along with XXXX other charges posted on XX/XX/XXXX. I called Citibank fraud department to make them aware and a representative told me that there was nothing to be done at that time, but to keep an eye on those charges as they have not yet posted and might fall off. If any of the unknown charges post, I can call back at that time and follow up with the fraud dept. Because I did have my credit card in my possession and did not let anyone borrow it, my credit card was not shut down at that time. My credit card was shut down when a few of the charges posted a couple days later. Suspicion did arise because I did make travel arrangement to XXXX  through XXXX, over the phone, and they do use XXXX party partnerships to find the lowest prices. Citibank has been issuing me temporary credit for these fraudulent charges, rescinding the charges, re-issuing temporary credits again after I would call or fax in more information more information in my favor explaining why these charges were not mine. Just to have these charges put back onto my Citibank account again. I received a letter in the mail recently stating the investigation of these fraudulent charges were final on XX/XX/XXXX and Citibank has determined these are my charges. I called Citibank right away and spoke with a representative. She stated that the letter is customary and is sent out to everyone with disputes that are pending if Citibank does not get the paperwork back returned with the additional questions they're requiring. I told the representative I didn't receive any paperwork in the mail except for the letter stating the fraud charges are final are and are my responsibility, She just said that if the letter is not in my statement in documents now it should be in the next few days. That's ridiculous. I have been calling in inquiring about these charges and sending in all the asked for information from the time they were posted charges throughout the follow up phases. When I called the phone number associated to XXXX XXXX XXXXXXXX was out of service/disconnected, thus there was nobody I could talk to and ask questions to. 

There was another charge travel I did not make and it's listed under This charge is under TRAVEL for {$1000.00} also on XX/XX/XXXX. Citibank had me do all my own investigation on these XXXX unknown charges that posted by sending me documentation that I had to fill out and send back with proof that I did not make any of these XXXX travel charges myself. All XXXX charges in question were on XX/XX/XXXX, times unknown. I was given temporary credit, was told to fill out the forms to the best of my knowledge and to return them, which I did. Supposedly the first set of paper copies of the printed Action Required forms wasn't received by Citibank ( I had put all papers in XXXX large envelope instead of sending them in separate stamped envelopes to save on postage ), so I faxed a set of copies in, no problem. I was told by the representatives, at Citibank, that they don't do investigations and they don't make their member 's do their own investigations, but I was told to call up the merchants that charged me and get as much information as I could, write down all the information and mail or fax in the paperwork. When I called the phone number associated with the TRAVEL charge XXXX, it was XXXX. I spoke with with a few representatives and a supervisor over the course of dealing with Citibank and filling out their forms, and double checking my paperwork. The representatives confirmed a person by the name of XXXX XXXX used my Citibank card. My name, phone number nor email were nowhere on the booking information. Once I found out that XXXX of the travel costs was reversed and becoming permanent on my credit card I wanted to know why because it was so evident it was fraud. I was told it was not evident, because I did go to XXXX, the investigator found out I did to to XXXX. I told Citibank my husband and I were making arrangements to go to XXXX when all this happened in the first place. I feel that's how my credit card got tampered with initially. A representative in the disputes department read to me what the investigator had written on the computer and the investigator had written that she had called a XXXX company in XXXX and found out that I had attended, thus I was in XXXX, so I must have bought all the tickets which doesn't make sense because I don't know a XXXX XXXX. My name address, phone number or email is nowhere associated with that ticket and the other tickets ( confirmed by XXXX travel agents ), and the other XXXX travel tickets have no travel agency valid phone number 's on Citibank 's credit card statement in XX/XX/XXXX for XX/XX/XXXX charge. 

My last charge is for XXXX is for {$69.00}. dated XX/XX/XXXX. The charge was also credited to my account an then put back onto my card. This charge I was never asked to fill out paperwork. Like most of the fraud reports, I call it in, Citibank does their investigation, I'm correct, I did not make the charge and I'm credited, but this time, the charge went back on my card even though I do not have a paid membership. I did have a free XXXX acct. Never had a paid membership. When I called to find out why this charge was once again on my credit card account after being credited, a represented read to me what was on her computer screen and there was an entry that I had acknowledged that I did have a XXXX account, thus I do accept the charge. That is not true and that conversation never happened. That is the reason I'm fighting the charges! I waited on the phone to speak with the manager/supervisor for over XXXX hour and XXXX minutes, after talking with the fraud and billing departments and somehow got disconnected. That is how my experience with Citibank has been. Every time I call, it seems they are eager to please, willing to help, sympathize how it's clearly fraud. why would I book XXXX travels in XXXX day? XXXX of the phone numbers for the travel booking are now out of service/disconnected and the other travel arrangements was booked by a XXXX XXXX using my credit card, but somehow I'm responsible?

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