Consumer complaint received 2025-09-08 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: NY

Complaint narrative:
On XX/XX/XXXX I received a Citibank credit card statement for a credit card account under my name with a balance of {$2900.00} from a flex loan and I immediately reported to the Citibank as fraud and told them this account does not belong to me and that I didnt have such credit card account. Citibank then opened an investigation and on XX/XX/XXXX they responded saying they concluded I was responsible for the charges because the funds were used to pay a debt under my name or an authorized user. The amount owed in the XX/XX/XXXX was {$2900.00}, {$15.00} less than what the credit card statement from XX/XX/XXXX showed. 

I then went in person to a Citibank location in XXXX on XX/XX/XXXX where they call fraud dept again and it was confirm that the credit card was recently opened on XX/XX/XXXX and debited for its full total credit limit on XX/XX/XXXX but that it appeared as if the transaction ( not sure if they mean the transaction of the initial application or the transaction that debited the credit card ) was done at a branch located in XXXX XXXX XXXX  New York. 

On XX/XX/year> I presented myself personally at this branch, requested to speak to the branch manager and he refused that anything was done at that branch location and once again we got on the phone with the fraud department and the branch staff where I was advised that they would research the dispute once again. 

On XX/XX/XXXX I received the same letter once again saying I was responsible for the balance on the unknown credit card. 

Through all of these in person visits at Citibank branches and phone calls I have been asking Citibank to please produce the evidence that led them to the determination that Im responsible for the debt. They refused to share with me how was the initial application, if it was done in person, online or over the phone, they refuse to provide details on how they supposedly authenticated me at the time they took the application, they refused to disclosed the supposed authorized user, they refused to tell me how the debit took place, if it was a check, a cash advance, online or at a teller station. Citibank refuses to provide any evidence whatsoever. 

XX/XX/XXXX I received another letter in the mail where they advised that they received my dispute about the credit card account not being mine and that they are now investigating this claim once again. 

Then in XX/XX/XXXX Citibank responded once again stating this time the transaction on the credit card was a balance transfer that was deposited into an account that belongs to me or an authorized person by me. They have yet to tell me information regarding this supposed authorized individual, or the account details where the money go. They continue to claim Im responsible and they havent provided any of the evidence they are basing their final findings. 

This is clearly an account takeover or stolen identify case and Citibank its not willing to help after failing to protect my identify and my credit report.

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