Consumer complaint received 2026-03-25 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:
I am writing XXXX file a formal complaint against Citibank , N.A . ( Citi ) regarding their repeated XXXX wrongful denial of a legitimate fraud claim on my XXXX XXXX XXXX Card by Citi, account ending in [ redacted ] FACTS OF THE MATTER On XX/XX/year>, my physical credit card was stolen while I was attending a sporting event. Following the theft, an unauthorized charge of {$660.00} was made at XXXX XXXX XXXX using my physical card via an in-person card swipe or tap a transaction I did not authorize. Critically, I did recognize XXXX am NOT disputing charges made on that same date through stored payment methods specifically, transactions processed via XXXX XXXX or saved card credentials on file with online merchants. These digital payment methods require XXXX authentication ( XXXX ID / XXXX ID ) on my personal device, which remained in my possession throughout the event. Only the physical card was stolen. I filed a police report documenting the theft of my physical card, which I provided to Citi as supporting evidence. IMPORTANT CLARIFICATION REGARDING SCOPE OF DISPUTE I wish XXXX clarify that my initial claim inadvertently included additional charges that were not related XXXX the stolen card. Those additional items were separate disputes involving duplicate charges by other vendors not fraud from the stolen physical card. This distinction has been clearly communicated XXXX Citi on at least XXXX separate occasions over the past XXXX months, each time with a different agent. Despite these repeated clarifications, Citi has continued XXXX treat the claim as a single undifferentiated dispute XXXX has failed XXXX properly isolate XXXX investigate the stolen-card fraud charge. The sole stolen-card fraud charge at issue in this complaint is : {$660.00} XXXX XXXX XXXX XX/XX/year> physical card-present transaction CITI 'S FAILURE TO XXXX INVESTIGATE Citi has repeatedly denied XXXX fraud claim, citing " card usage '' on the date in question. However, Citi has failed XXXX distinguish between : Transactions made via physical card present ( swiped or tapped ) which were NOT authorized by me Transactions made via stored/digital payment methods ( XXXX XXXX, saved online credentials ) which I do recognize Separate vendor duplicate-charge disputes which are unrelated XXXX the stolen card XXXX should be handled independently This is a critical distinction. These transaction types are recorded differently in Citi 's own systems XXXX carry different authentication markers. Citi 's failure XXXX properly segment XXXX investigate these distinct issues despite XXXX documented verbal clarifications constitutes an inadequate investigation under the XXXX XXXX Billing Act ( FCBA ), XXXX XXXX. XXXX XXXX XXXX. RELIEF REQUESTED I respectfully request that the CFPB XXXX Citibank to : Assign this case XXXX a lead case XXXX with authority XXXX review the full dispute history, all three verbal clarification calls, and the documentation on file Reopen XXXX properly investigate the stolen-card fraud charge in isolation, specifically distinguishing between physical card-present transactions XXXX digital/stored-credential transactions on XX/XX/year> Credit my account for the disputed amount of {$660.00} ( XXXX XXXX Shops, XX/XX/year> XXXX XXXX XXXX negative reporting XXXX credit bureaus related XXXX this disputed charge Provide a written explanation of their investigation methodology and why prior clarifications were not acted upon ACCOUNT XXXX DISPUTE INFORMATION Card : XXXX XXXX XXXX Card by Citi Disputed charge XXXX {$660.00} XXXX XXXX XXXX XX/XX/year> Reason XXXX Physical card stolen; charge made via physical card swipe, not by me Police report submitted XXXX Citi on XX/XX/XXXX I have made good-faith XXXX XXXX resolve this matter directly with Citi without success. I am requesting the CFPB 's assistance in ensuring that Citibank conducts a proper and thorough investigation as required by federal law. Thank you for your attention to this matter. Please feel free XXXX contact me at the information listed above.

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