Consumer complaint received 2025-04-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
Credit Card Fraud & Identity Theft : in XX/XX/XXXX I received a text alert message from Citibank regarding questionable charge to more than one of my Citibank credit cards. I contacted them right away and confirmed the activity was fraud. On XX/XX/XXXX identity theft took hold of my credit cards, bank account and phone. After dealing with my bank account fraud activity and closing out that account, my next call was to Citibank customer service to discuss the fraudulent charges and to open disputes for all fraudulent charges. Citibank Fraud Dept Rep stated they will lock my accounts, lock my login access and shut down cards impacted and send me replacement cards. I still am not able to gain access to my login to this day. I had fraudulent activity on the replacement cards dated BEFORE I even received the new replacement cards. I called Citibank to report this and revisited the disputes on all fraudulent activity and demanded they DO NOT send any more replacement cards and to immediately Close all accounts since the fraud was not being stopped by Citibank. I have no less than 50 calls to Citibank since XX/XX/XXXX across multiple departments to correct the situation ( Client Care, Account Managment Support, Fraud Dept, Security Operations, Technical Support ). As of XX/XX/XXXX Citibank confirmed cards impacted were closed and balance on those cards was confirmed to be ZERO. Over the next 4 months I've had multiple mailers sent to me from Citibank regarding balances not paid over these very same accounts they confirmed closed. I repetitively have called them many times over the past 4 months to go through the process over and over with no resolution. As of XX/XX/XXXX Security Operations @ Citibank CONFIRMED impacted accounts were closed, disputes on fraudulent activity handled and accounts were Zero 'd out and everything was OK. Since XX/XX/XXXX I have now started getting delinquent balance not paid notices and calls from Citibank Collections Department to pay my delinquent balances on accounts that no longer exist. On XX/XX/XXXX I received an email from, Citibank on the very same credit card accounts claiming they are now over 3month past due and contact them for assistance to start on a payment plan ( for accounts that no longer exist and have been {$0.00} Zero 'd out ). I spent over an hour on the phone with Citibank on XX/XX/XXXX and 2.5 hours today XX/XX/XXXX to revisit the entire cycle all over again only to find out the dispute appears to have been totally ignored time after time even after " Citibank Confirmed '' there were XXXX {$0.00} balances on these cards. 
I don't know where to turn for help to resolve this. My credit score has dropped from Excellent of XXXX down to Fair of XXXX - Citibank should have handled this in XXXX call. 
CITIBANK CONTINUES NOT TO RESOLVE the issue from XX/XX/XXXX thru XX/XX/XXXX. I am at a loss on how to resolve and need help. Recommendation welcomed. I want to file a grievance against this horrible customer service experience. 
* * NOTE * * I also had same CC fraud on a XXXX  Card, and it was handled in one call, no exceptions, XXXX was expedient and precise in resolving the issue immediately without further issue-super!!. 
Citibank is absolutely impossible to deal with.

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