Consumer complaint received 2025-08-06 00:00:00
Product: Credit card — Store credit 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: MD

Complaint narrative:
In XXXX, I got a credit card at Best Buy ( CitiBank is the bank that works with them ). 

I used this card to buy a computer and a monitor, which I paid for with my new Best Buy card. Both items were shipped to my home without any issues. I was making monthly payments so I could pay them off as soon as possible. 

I paid and paid, feeling like the final balance wasn't going down. I carelessly didn't check my purchase history, thinking it was deferred interest. I continued paying until I realized my card had been used by a third party to make excessive purchases. There were three products in particular, all purchased in XX/XX/XXXX. All were " picked up '' by someone else, at the same store ( A store that I don't even known ). It even appears that the pick-up was made by someone other than me. So, even though I reported my case after 60 days, Citibank closed it in my favor, with a total of {$4100.00} in my favor. 

The Purchases Were XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Purchased On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1100.00} - Purchased on XX/XX/XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1600.00} I have patiently waited for the deadlines. The outcome is known. My problem is that Citibank is dragging out the situation, to the point where it is very stressful. I have called multiple times, spoken with more than 10 representatives, 4 supervisors, and they all tell me that everything is in order and ask me how I want the refund. I have provided my banking information multiple times, but nothing has happened. My case was closed on XX/XX/XXXX, and today, XX/XX/XXXX, the last supervisor I spoke with, today, XX/XX/XXXX, told me again that the fraud department needs to verify something, when my case is already closed. No matter how many times I ask for reference, case, and transaction numbers, they've always given me some number ( which is either made up or useless ). I even have a recording of a call from workers confirming my approval. I waited 5 to 7 days, or 1 to 2 days, but nothing ever happens. Every week I try to get in touch again, wasting time and effort.

At this point, I decided to file this claim with you because, in my attempts, I feel like I'm swimming against the current and that for some reason Citibank don't want to or are deliberately making me wait too long. I paid the full balance on the card in good faith and closed it. And now that everything is crystal clear, Citibank don't want to or are absurdly delaying my refund, with no real desire to help, no verification of anything, just empty words. 

Timeline : The fraud was reported on XX/XX/XXXX. 
The case was closed in my favor on XX/XX/XXXX. 
I have called more than 20 times to find out the status. I have been told five times how I want my refund. I have provided my banking information five times, and nothing has happened.

They told me they would send me a letter about the case to my home. I have never received a single letter from Citibank.

They have given me four reference numbers, case numbers, or transaction numbers that have no meaning. 
Every time they call, they refuse to send me an email or any confirmation that they are working on my case.

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