Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge 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: NY

Complaint narrative:
On XXXX  XXXX XXXX XXXXXXXX fraudulent transactions totaling {$1400.00} were charged to my Citi credit card at locations outside New York. I was physically in New York that entire weekend with my card in my possession, as evidenced by legitimate purchases I made there during the same timeframe. I immediately reported the fraud upon receiving Citi 's text alert. Citi has denied my dispute twice, claiming I " had the card in my possession '' - which I did, proving the fraud occurred through card information compromise ( card-not-present fraud ), not physical card theft. 

Despite providing clear evidence of my New York location during the fraudulent transactions and never having purchased from the fraudulent vendors before and immediately responding to the fraud text, Citi has repeatedly failed to resolve this : Dispute Timeline : Initial dispute : Denied with saying I had card so couldn't have been fraud Appeal of dispute : Denied again with same reasoning XX/XX/XXXX phone call : Called fraud team, was told to email a specific Citi address for escalation Email sent per their instruction : No response received XX/XX/XXXX - In-person visit to local Citi branch XXXX Staff said they could not help me at all and told me to call the fraud team again via phone XX/XX/XXXX - Phone call to fraud team : Said they'd be " working on it '' but provided no timeline or next steps 12 days later ( XX/XX/XXXX ) : Still no response to the email Citi instructed XXXX to send Timeline of Events in XXXX : Early XXXX : I requested a replacement card because my existing card 's plastic was peeling and deteriorating [ XXXX XX/XX/XXXX before receiving replacement ] : XXXX fraudulent purchases occurred - I had NOT yet received the replacement card though it was likely being shipping via mail at the time and my original card was still in my possession in New York Same day : I was physically in New York the entire weekend, as evidenced by legitimate purchases I made there during the same timeframe on my card.

Immediately upon notification : I reported the fraud via your fraud alert system the moment I received the text alert about potential fraud. 

Additional Info Helping Provide These Were Fraudulent : Geographic impossibility : The disputed transactions occurred outside New York while I was physically in New York making legitimate purchases during the same time period. In addition, at the time I never gave my card details to anyone nor have I ever. 
Card in my physical possession : My original card ( which you sent a replacement for due to physical deterioration ) was in my wallet in New York. The fact that someone made purchases on my account number while I possessed the physical card indicates my card information was compromised- likely through skimming, data breach, or online compromise. 
Pattern inconsistency : These purchases are completely inconsistent with my spending history and geographic patterns. I've never before purchased from XXXX or XXXX and almost never make shopping purchases XXXX XXXXXXXX. 

Citi has provided no substantive investigation, no timeline for resolution, repeatedly directed me in circles between departments, and has left me liable for fraudulent charges totaling {$1400.00} that I clearly did not make. 

I am requesting the CFPB compel Citi to : ( 1 ) reverse these fraudulent charges immediately, ( 2 ) provide documentation of what investigation was actually conducted, and ( 3 ) explain their process for handling disputes where geographic evidence proves fraud.

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