Consumer complaint received 2025-12-14 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: CA

Complaint narrative:
I had filed a fraudulent charge dispute for my two Citi credit cards ending in XXXX and XXXX. The following is a timeline as well as some evidence of fraud which resulted in {$48000.00} worth of charges on my Citi XXXX XXXX XXXX and Citi XXXX XXXX XXXX. 

1. Received Fraud Alert via e-mail on Monday, XX/XX/XXXX, for Citi XXXX XXXX XXXX ending in XXXX from Citibank. Also received text message on Monday, XX/XX/XXXX, and Tuesday, XX/XX/XXXX, regarding " need to speak to you about your acct '' for my credit cards ending in XXXX and XXXX. I also received a call from Citi on XX/XX/XXXX from the fraud department regarding my card ending in XXXX. I was out of the country so was not able to receive the texts or voicemail until I returned on XX/XX/XXXX. 

2. Received e-mail stating confirmation of account activity. It stated my security word had been updated as well as my address. I did not request my security word be updated nor my address be updated. I suspect that someone did this to obtain cards from Citi so they could commit fraud. Please check your records to see if new cards were sent around this time to an address other than my home address.

3. On XX/XX/XXXX or XXXX, I opened up my Citi App to see that my Citi XXXX XXXX XXXX XXXX ) and XXXX  Preferred ( XXXX ) had been maxed out. Three fraudulent charges were made. Two fraudulent charges were made on my Citi XXXX XXXX XXXX XXXX ) on XX/XX/XXXX, {$3100.00} at XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX CA  and {$29000.00} at XXXX XXXX # XXXX XXXX CA. 1 fraudulent charge was made on my Citi XXXX Preferred ( XXXX ) for {$15000.00} at XXXX XXXX # XXXX XXXX CA. These purchases were not done by me as I was in XXXX at the time, and my cards were sitting in a safe at home in XXXX XXXX, CA. I quickly disputed these using the Citi website and called in to also report and talk to someone about this. I changed my password and quickly cancelled my cards on this day. I was also asked about my security word ( i.e. favorite hobby ), which I didnt know the answer to because I had not set up a security word. They had to validate me using the Citi App on my phone.

4. Over a week later, I checked the status of the dispute on the Citi App to see that my disputes were resolve and no credits had been issued ( Customer Responsible ). I called Citi once again to see why my dispute was considered resolved without a credit, and I was told by the agent that someone had called in to accept these charges. I told them that I had not made this call to accept the charges and to reopen the disputes. Again I was asked about my security word ( i.e. favorite hobby ), which I didnt know the answer to because I had not set up a security word. They again validated me using the Citi App on my phone. I was told it the dispute case would be reopened and I would be getting an update soon. I also saw an e-mail dated XX/XX/XXXX regarding a credit limit increase request that was not approved. I had not requested a credit limit increase. 

5. After a week of nothing from Citi, I called in again on XX/XX/XXXX to get an update, and I was told still no updates. I eventually changed my security word that week as well. 

6. After returning from my overseas trip, I called in again on XX/XX/XXXX for an update on the dispute. The charges still havent been credited back. I decided to open a police report with XXXX XXXX XXXX XXXX  The report is pending still, and I will send this police report once I receive it. I was told I am responsible for the fraudulent charges, and that I could not reopen the case because " someone had accepted the charges ''.

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