Consumer complaint received 2026-07-06 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:
Since XX/XX/XXXX, I have been attempting to resolve fraudulent charges on my Citibank XXXX XXXX credit card account, but despite repeated reports and numerous follow-up calls, Citibank has not resolved my fraud claim. I have been a Citibank XXXX XXXX cardholder since XXXX. In XX/XX/XXXX, I experienced fraudulent balance transfer transactions on my account ending in XXXX. I reported the fraud immediately, and Citibank promptly reversed the unauthorized transactions. However, the associated balance transfer fee of {$470.00} was not removed until the following billing cycle. After that incident, Citibank closed the account and issued me a replacement card ending in XXXX. In XX/XX/XXXX, I noticed my account balance had unexpectedly increased from {$580.00} in XX/XX/XXXX to {$6200.00}. After reviewing my account activity, I discovered that on XX/XX/XXXX, the following unauthorized transactions had been posted to my account : -Unauthorized balance transfer : {$5400.00} -Unauthorized balance transfer : {$570.00} -Balance transfer fee : {$270.00} I also found a letter in my online Citibank account stating that I had accepted a balance transfer offer. I never applied for, requested, authorized, or accepted any balance transfer offer. In addition, I had never activated or used the replacement card associated with this account. I immediately contacted Citibank to report the fraudulent activity. Citibank opened a fraud claim, canceled the card ending in XXXX, and issued another replacement card ending in XXXX. I was told that the fraudulent transactions would be investigated and removed within approximately XXXX billing cycles. Instead, more than XXXX months have passed without resolution. Since XX/XX/XXXX, I have contacted Citibank numerous times to obtain updates on my fraud claim. During these attempts, I repeatedly experienced : -Wait times exceeding XXXX minutes. -Calls being disconnected or dropped. -Extended periods on hold. -Multiple transfers between representatives and departments. -Having to explain the same situation over and over. -Being instructed to call back at another time. -No meaningful updates or resolution regarding my fraud investigation. Despite fully cooperating with Citibank 's fraud investigation process, the unauthorized charges remain on my account. Because I was unable to obtain assistance by phone, I submitted a written complaint directly to Citibank on XX/XX/XXXX outlining the entire history of the fraud claim. I did not receive any response. After more than XXXX weeks without acknowledgment or resolution, I submitted a second written complaint on XX/XX/XXXX. As of today, I still have not received a meaningful response or resolution. This matter has now remained unresolved for more than XXXX months despite my repeated attempts to work directly with Citibank. I am requesting that Citibank : -Conduct an immediate review and resolve my fraud claim. -Reverse all unauthorized balance transfer transactions and the associated balance -transfer fee. -Provide a written explanation of the outcome of its fraud investigation. -Explain why my fraud claim has remained unresolved for more than XXXX months despite repeated reports and follow-up. -Confirm that these fraudulent transactions have not negatively affected my credit history, account standing, or any information reported to the credit reporting agencies. I have supporting documentation, including the balance transfer acceptance notice that appeared in my online account even though I never requested or authorized the transaction, as well as documentation of my previous written complaints submitted to Citibank. I have made every reasonable effort to resolve this matter directly with Citibank before filing this complaint. I am requesting the CFPB 's assistance in obtaining a timely and fair resolution.

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