Consumer complaint received 2024-08-12 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 hoping you can somehow help me, as the Security Operations department seems to have me in an endless circle of letters and calls dating back to XX/XX/XXXX. 

Last XXXX, upon my retirement, I paid off my entire balance of my WayFair XXXX, over {$5000.00}, and paid the remaining interest charged in early XXXX. I have not used my card since, as I now have it only for emergencies. 

I utilize the Wayfair credit card app, and have it set to send me alerts if there is any charge attempted to my account out of my state. 

I received no alerts, and with a XXXX balance I don't check every day to see if a fraudulent charge was made. I am single, very private, do not share my card or banking information, and rarely leave home due to a back injury which prevents me from standing very long. 

On XXXX, I noticed my card had a balance of approx {$460.00}. This was due to two charges, made on XX/XX/XXXX and XX/XX/XXXX. I noticed both charges looked to be made in California. I immediately called to report this and have my card canceled and reissued. The balance was removed and I was told an investigation was being done. 

I attempted to do my own investigating using the merchant information I could see. 

These two charges were theme park tickets. One to XXXX XXXX XXXX, {$190.00}, and one to XXXX XXXX XXXX, {$260.00}. Both in California. Using the transaction number, I was able to actually view the XXXX XXXX XXXX purchase. Two one day passes, and a {$30.00} parking fee, for two individuals named XXXX XXXX and XXXX XXXX. 

I have no idea who these people are, but the theme parks are relatively close to each other. 

I have no idea how they obtained my card information. It is clear they made unauthorized charges for these tickets to both parks. I have never been to California and I would be unable to go to a theme park. I don't know either of these people. 

I have had a XXXX balance on my card since early XX/XX/XXXX. I had my XXXX call to XXXX XXXX today. I asked what proof the merchant had provided, and it is clear they have provided the names of these people, and only confirmed that a purchase was made, a reference number. Nothing that proves these charges were made by me, and clear proof that two other people purchased tickets in their own name.

I now still have both charges, one is temporarily removed while still somehow being investigated, the second charge has been put back on my account with a late fee. 

I don't understand why this is still under investigation, and I was told today that the decision is based upon what the merchant says. 

This seems a very poor way to handle reported fraud. I do understand that there must be cases when people report fraud but made the purchases, though I'm not sure I understand why. But my case seems very clear, being that I have never even been to California and have never heard of the two individuals who went to 2 theme parks back to back ( XX/XX/XXXX & XX/XX/XXXX ). 

I am at my wits end. I am XXXX and feel that this is something that just doesn't make sense and seems unfair. I don't want to hand all of this to my lawyer but I am feeling like I am being treated as though I am a criminal. 

Please, if there is anything you can do it would be greatly appreciated. I am attaching my statements showing my paying my card off last XXXX. There weren't any statements available to download for XXXX thru XXXX, as I had no balance. The XXXX statement showing the XXXX charges is attached. I am also attaching screenshots of the unauthorized charges at XXXX XXXX XXXX. I have nothing from the. XXXX XXXX XXXX but Security Operations could not give me any proof from the merchant either.

Thank you in advance for any assistance you can provide. I am extremely frustrated and upset at this entire situation Respectfully,

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