Consumer complaint received 2024-09-28 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
Subject : Dispute of Fraudulent Charge and Request for Account Removal Dear CFPB, I am writing to formally dispute a fraudulent charge associated with the account XXXX on my XXXX credit report, with the account number beginning XXXX and a balance of {$280.00}, opened on XX/XX/year>. 

In 2023, I visited the store and made purchases worth {$300.00}, which I promptly paid off. After settling the balance, I closed the account, believing everything was in order. However, I later discovered that I was billed an incorrect amount. Despite my repeated efforts to have the matter investigated, the store failed to properly investigate or resolve the dispute, and they have refused to remove the illegitimate debt from my account. 

I have formally disputed the charge multiple times over the past year, but the store has closed my disputes without explanation. As a result, my credit score has dropped by XXXX points, with no clear reason provided. I strongly believe that this is due to the fraudulent charge, which has not been removed from my credit report. 

Furthermore, I had just moved to XXXX at the time of this transaction, and the situation at the store seemed suspicious, which in hindsight should have raised red flags. I request that the store review security footage from the time of the disputed transactions to verify that I did not make those purchases. Despite requesting this, I have not received any feedback or results from the stores investigation.

My rights under various consumer protection laws have been violated in this process : Fair Credit Reporting Act ( FCRA ) Under the FCRA ( 15 U.S.C. 1681 et seq. ), I have the right to dispute inaccurate information on my credit report, and the credit reporting agencies are required to investigate and correct any errors. The store and credit reporting agencies must verify the accuracy of the information within 30 days of my dispute. If the investigation is not resolved in my favor, I am entitled to receive a written explanation of why the dispute was closed.

Fair Debt Collection Practices Act ( FDCPA ) If this debt was turned over to a collection agency, the FDCPA ( 15 U.S.C. 1692 et seq. ) protects me from unfair and deceptive practices. The debt collector is required to provide verification of the debt upon request and must cease collection efforts until such verification is provided.

Truth in Lending Act ( TILA ) Under TILA ( 15 U.S.C. 1601 et seq. ), I have a right to dispute billing errors, including fraudulent charges, on credit card accounts. The store has failed to properly investigate the disputed charge and provide me with the necessary billing error resolution. 

Given the fraudulent nature of the charge and the improper handling of my dispute, I am asking for the immediate removal of this account from my credit report and the restoration of my credit score.

Please address this matter as soon as possible. I am prepared to provide additional documentation or further details if necessary. 

Thank you for your attention to this matter.

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 non-monetary relief