Consumer complaint received 2026-01-22 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: CA

Complaint narrative:
I am submitting this complaint regarding Citibanks improper handling of a fraud dispute involving extensive unauthorized credit card transactions following card theft. Citibank repeatedly closed my dispute without notice, failed to conduct a reasonable investigation, provided conflicting and incorrect guidance, and relied on inaccurate assumptions to deny relief. As a result, I have been wrongfully held responsible for fraudulent charges totaling {$2400.00}.

Detailed Explanation Card Theft and Unauthorized Use My Citibank credit card was stolen while I was traveling in XXXX, Illinois during a music festival in late XX/XX/year>. Because I was using multiple cards during the trip, I did not immediately notice the theft. Transaction records show that unauthorized charges began shortly thereafter and continued for several days, including after I returned to XXXX XXXX on XX/XX/year>. These post-departure charges conclusively establish that the card was no longer in my possession. 
Initial Fraud Report and Continued Unauthorized Charges Upon discovering the fraudulent activity, I promptly locked the card using the Citi Mobile App, opened a fraud dispute, and requested a replacement card on or about XX/XX/year>. Despite these actions, unauthorized charges continued to post, indicating that the account was not properly secured. I contacted Citibank again on or about XX/XX/year>, requested cancellation of the card a second time, and again requested a replacement. Only after this second intervention did the fraudulent activity stop.

Improper Case Closures and Failure of Notice Citibank later closed my fraud dispute for alleged failure to provide additional information. However, I never received any request for documentation prior to closure. After receiving notice that the case had been closed, I contacted Citibank numerous times and was repeatedly told that the dispute had been reopened and that my balance would be adjusted. These assurances were not honored. The dispute remained closed, my balance was never corrected, and no documentation request was ever issued.

Conflicting and Incorrect Guidance During one call, a Citibank supervisor stated that some charges could not be fraudulent because I had been present at the venue where the theft likely occurred. This reasoning is flawed, as presence does not constitute authorization, particularly where charges continued after I left the state. I was then directed to open a separate billing dispute, with assurances that this would resolve the matter. This also resulted in no relief.

Digital Wallet Clarification Throughout my communications with Citibank, I acted in good faith and disclosed that I may have used XXXX XXXX or a digital wallet during the trip, solely to ensure accuracy. I later contacted Citibank specifically to confirm whether any digital wallet transactions had occurred and was informed that none existed during the disputed period. This confirmation further establishes that I did not have possession of the card when the unauthorized charges began. 
Charges : XX/XX/scrub>XXXX XXXX XXXX XXXXXXXX XXXX {$220.00} XX/XX/year> XXXX XXXX  XXXX XXXX XXXXXXXX XXXX  {$44.00} XX/XX/year> XXXX XXXX XXXX XXXX XXXX {$170.00} XX/XX/year>XXXX XXXX XXXX XXXX  {$7.00} XX/XX/year> XXXX XXXXXXXX XXXX {$24.00} XX/XX/year> XXXX XXXXXXXX XXXX {$53.00} XX/XX/year> XXXX XXXXXXXX XXXX {$65.00} XX/XX/year> XXXXXXXX XXXX XXXX {$76.00} XX/XX/year>XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX {$100.00} XX/XX/year> XXXX XXXX XXXX XXXXXXXX XXXX  {$110.00} XX/XX/year> XXXX XXXX XXXX XXXXXXXX XXXX {$8.00} XX/XX/year> XXXX XXXX XXXXXXXX XXXX XXXX {$15.00} XX/XX/year> XXXX XXXX XXXX XXXXXXXX XXXX {$16.00} XX/XX/year> XXXX XXXXXXXX XXXX XXXX XXXX {$52.00} XXXX XXXX XXXX XXXX XXXX XXXX {$62.00} XX/XX/year> XXXX XXXXXXXX XXXX {$16.00} XX/XX/scrub>XXXX XXXX XXXX XXXX {$16.00} XXXX XXXX XXXX XXXX {$18.00} XXXX XXXX XXXX XXXX XXXX XXXX {$18.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$31.00} XXXX XXXX XXXX XXXX {$32.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$42.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$50.00} XXXX XXXX XXXX XXXX {$52.00} XXXX XXXX XXXX XXXX {$53.00} XXXX XXXX XXXX XXXX XXXX {$62.00} XXXX XXXX XXXX XXXX XXXX {$140.00} XXXX XXXX XXXX XXXX XXXX {$6.00} XXXX XXXX XXXX XXXX XXXX {$7.00} XXXX XXXX XXXX XXXX XXXX {$11.00} XXXX XXXX XXXX XXXX XXXX {$100.00} XXXX XXXX XXXX XXXX XXXX {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX {$13.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$28.00} XXXX XXXX XXXX XXXX XXXX XXXX {$49.00} XXXX XXXX XXXX XXXX XXXX {$130.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$160.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$27.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$40.00} XXXX XXXX XXXX XXXX XXXX XXXX {$25.00} XXXX XXXX XXXX XXXX XXXX XXXX {$21.00} XXXX XXXX XXXX XXXX XXXX XXXX {$60.00} XXXX XXXX XXXX XXXX XXXX XXXX {$20.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$50.00}

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 explanation