Consumer complaint received 2026-01-13 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: FL

Complaint narrative:
On XX/XX/XXXX, I noticed several unknown and unauthorized charges visible on the bank 's ( CitiCard ) website. I immediately attempted to contact the bank to inform them of the unauthorized charges ; however, I was informed the correct department did not work over weekends and I would have to call back on Monday ( XX/XX/XXXX ). I telephoned the bank on XX/XX/XXXX and was routed to the " dispute '' department. I explained the unauthorized charges in an amount totaling approximately {$2700.00} all charged in XXXX XXXX, XXXX, XXXX XXXX  areas and also XXXXXXXX XXXX  ( all areas where I have not traveled recently ) and was told that the charges would be removed and a new credit card would be sent to me with a new card number. 

On XX/XX/XXXX, I received the new card and discovered that it had been compromised before I had received the card with a new, unauthorized charge of approximately {$200.00}. Once again, I telephoned the bank and was routed to to the " fraud '' department. We were informed it was not unheard of that a card would be compromised before receipt. We were told the replacement card would be cancelled and yet another card with yet another number would be issued. We were also assured the unauthorized charges would be removed. 

On XX/XX/XXXX, I telephoned the bank to confirm the correct amount I owed and was told I owed {$11.00} for a single authorized charge at XXXX XXXX XXXX XXXX  an online store. Once again, I was assured the unauthorized charges would be removed. 

On XX/XX/XXXX, I mailed check # XXXX in the amount of {$11.00} according to the usual due date for this account. This check cleared on XX/XX/XXXX. 

On XX/XX/XXXX, I checked my online account and noticed a " Conclusion of Investigation '' which I have attached to this complaint. In the " Conclusion '' it was stated that the bank attempted to contact us and, being unable to do so closed the dispute not in our favor. This is false. We have reviewed our call detail records for all telephones and received to calls in the relevant period which could possibly be attributed to the bank. Additionally, no other emails or letters were received. I telephoned the bank that same day ( XX/XX/XXXX ) and the " additional information '' they " needed '' was trivial being only the question, " Was the card in my possession and had I authorized anyone else to use the card? '' Both these questions were answered multiple times in my previous conversations with the bank. I was then told the dispute was re-opened. I asked if a police report was necessary and would told that it was not at that time. However, not having any further confidence in the bank to resolve this matter, I proceeded to make a police report on that day. A copy of the the report is attached. 

On XX/XX/XXXX, I received a notification that a new statement was ready so I downloaded it from the bank 's website and found that none of what I had been told previously would be done had been done. I still see the original unauthorized charges on the statement and now have a new " XXXX XXXX '' on the unpaid unauthorized charges which I was told would be removed. A copy of the statement is attached. 

I was able to take the time to call the bank today and spent over an hour on the telephone being shuttled between different departments ( specifically the " Dispute Department '' and " XXXX XXXX. " ). The ultimate conclusion at the end of this wasted time was the bank wanted me to email them the police report. I did so today ( XX/XX/XXXX ).

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