Consumer complaint received 2025-04-15 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: TX

Complaint narrative:
XXXX XXXX XXXX XX/XX/XXXX XXXX of our family members credit cards had fraudulent activity after being at a Casino at the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX CASINO ON THE XXXX XXXX XXXX XXXX XXXX XXXX XXXX the XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CAMERAS EVERYWHERE! 

* * Credit Card Terminal at the Casino XXXX XXXXXXXX Credit Card XXXX XXXX ID XXXX We received receipts when told our card was declined. All of them say XXXX XXXX XXXX with the sane ID Merchant number. The XXXX resort was contacted and via email they claim to not be affiliated with their resort however they promote the casino by offering rides to it on a golf cart in front of the check-in area and give out coupons for {$20.00} free play. 

Note that ALL transactions are run back to back time wise. 

XXXX XXXX XXXX XXXX XXXX XXXX / {$5400.00} CALLED XXXX REPORTED FRAUD XXXX XXXXALL DETERMINED TO BE FRAUD as of XXXX XXXX, XXXX after reporting fraud on XXXX XXXX, XXXX XXXX XXXX XXXX / {$4900.00} Declined/FRAUD XXXX XXXX  XXXX / {$980.00} Declined/FRAUD XXXX XXXX XXXXXXXX {$5400.00} Declined/FRAUD XXXX XXXX XXXXXXXX {$4400.00} Declined/FRAUD I AM INCLUDING XXXX FROM XXXX XXXXXXXX SHOWING CHARGES TO BE FOUND XXXX! 

XXXX DEBIT XXXX BANK XXXX DETERMINED TO BE FRAUD AS OF XX/XX/XXXX XXXX {$5400.00} XXXX {$5400.00} XXXX {$5400.00} ALL FRAUD!! DOCUMENT INCLUDED! 
* We did not know of these until the XXXX of XX/XX/XXXX & my XXXX XXXX company called me asking for a new method of payment. I called my bank and the lady emailed me my statement and issued me a new card. These did not show on my online account that I can routinely look at. I have the account print out she emailed me. The document the bank provided shows the merchant tried to cash advance this card. 
Again I HAVE DOCUMENTS FROM THE BANK THAT THE CARD WAS ISSUED ON THAT SHOWS CHARGES TO BE FRAUDULENT. 

XXXX XXXX XXXX XXXX XXXX {$5400.00} Called & Reported Fraud XXXX XXXX  XXXX {$4400.00} Called & Reported Fraud XXXX ( see time stamps for XXXX XXXX cards ) XXXX XXXX XXXXXXXX {$5100.00} XXXX XXXX XXXXXXXX {$4900.00} Called & Reported XXXX * * the XXXX card was run in between the XXXX XXXX  charges by looking at the time stamps. 


Reminder, this was a 5 day all inclusive beach vacation for XXXX adults. No one owns property there or wants to. 

Now, this merchant is trying to falsify transactions to say we bought a XXXX LOAD of gift vouchers and used them XXXX assuming immediately. The time stamps alone on the receipts prove its impossible, not to mention they amount to almost {$40000.00} in XXXX DOLLARS! 
Items THE FRAUDULENT BUSINESS CLAIMS PURCHASED : a stove w/oven, bathroom sink faucet, tomatoes, paper napkins, paper plates, fabluso cleaner, tampons ( wife has had a hysterectomy ), surgical supplies, bras, boxers, baby shampoo, Pampers XXXX diaper, baby swaddles, Glade automatic sprayits quite the fabricated list. 
The amounts charged on every card are almost all the same. 
On XXXX card alone, this merchants rebuttal is XXXX gift vouchers! Who is waiting on XXXX gift vouchers to spend right then?? It doesnt make sense! Someone has to actually look at what is going on. Its a method the merchant is using to scam tourists and launder money. Not XXXX of us went into any stores shopping for any of this or the address on the receipts. This must be why the XXXX XXXX claims not to be affiliated. 
These gift vouchers do not have an address or phone number. Nothing! Absolutely sickening that this has went on so long between phone calls and emails. 

I would like to see this is taken care considering its been 4 months. Citibank has told me they would charge back my account and there would be no fees or payments due until this is resolved and yet we are still unresolved to this day. I keep getting different people on the phone telling me different things and I try to call almost every XXXX to 3 days to check on this 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