Consumer complaint received 2024-08-21 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: NY

Complaint narrative:
At the end of XXXX, I received a statement from Citibank for the billing period of XX/XX/XXXX to XX/XX/XXXX for the amount of {$1000.00}. There had been unauthorized purchases made dating from XX/XX/XXXX. I did not make any of these purchases. At that point, I called the bank right away and informed them that I did not authorize any of these purchases. Someone had stolen my credit card information. The Citibank bill was due XX/XX/XXXX and at that time I paid the minimum balance due of {$41.00} because I was warned by Citibank that I would be charged interest if I did not pay. Then in my XXXX statement, I was charged the remaining balance of the {$1000.00} despite the items being listed as being under investigation and in addition was charged for a purchase of {$700.00}, which had been made on XX/XX/XXXX, for a total balance of {$1700.00}. It was only at that point that Citibank provided me with a new credit card. In XXXX, I also began receiving notices of credit card applications from various banks which is when I also contacted XXXX, XXXX, and XXXX to place a security freeze on my credit reports and have been paying XXXX for the past several months for fraud protection. 
Then in my XXXX statement, I was recharged for a purchase of {$2900.00} that Citibank had initially credited in the XXXX statement. It was at that time when I was also first charged interest of {$51.00}. I next made a payment of {$82.00} on XX/XX/XXXX. My XXXX statement still included the {$2900.00} as part of my balance and again interest was charged in the the amount of {$48.00}. I next made a payment on XX/XX/XXXX for the amount of {$190.00} which was the minimum balance due for the month of XXXX. I, then, filed a police report on XX/XX/XXXX with XXXX XXXX, Complaint No. XXXX who can be reached at ( XXXX ) XXXX. My most recent payment was for {$84.00} which I made on XX/XX/XXXX. In total, over the past 7 months, I paid a sum of {$400.00} for purchases I did not make and have been charged late payments and interest for a item which was initially credited on my XXXX statement, which Citibank later reversed in my XXXX statement, only for them credit the purchase again on my most recent statement. In other words, I am being charged not only for purchases that I did not make, but also for Citibank 's own mistake in reversing its initial decision. Citibank has documented proof, which they sent to me, that shows that the person who made the {$2900.00} was made at XXXX by XXXX XXXX XXXX. 

I have rarely used this credit card aside from paying for the radio in my car. These past XXXX months have been nerve wracking and bad for my health. I have always paid my bank statements on time, but I have been a victim of fraud. Instead of helping me, Citibank put through the wringer and my constant calls to them to fix this issue has not made the situation better. Each person I have spoken to has given me a different response. Most recently, on XX/XX/XXXX, I called Citibank and spoke to someone who I believe is named XXXX, who works for the XXXX XXXX XXXX, and she told me, in a recorded conversation, that I was not responsible for any payment and should not have been paying anything to begin with. This person can be reached at ( XXXX ) XXXX. I had asked to receive written confirmation of this information in the mail and was told they would send it to me. I thought the matter was then resolved but then just in the past week, I received my latest statement which is again charging me interest on charges I have not made. I have been a loyal customer of Citibank since XXXX, but I refuse to pay a cent more for any unauthorized charges and interest that accompany it because I am a pensioner with limited income so I can not afford to pay for charges and interest that Citibank insist I pay.

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