Consumer complaint received 2025-07-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
On or about XX/XX/XXXX a fraudster called Citi XXXX XXXX and reportedly indicated his card had been lost, and his physical and email addresses as well as his phone number had changed. This scenario screams fraud but the Citi XXXX XXXX rep promptly closed the acct for which I had a card in my possession, and sent by XXXX XXXX a new card to the fraudsters Arizona address. When I innocently tried to make an online XXXX purchase on XX/XX/XXXX, as was my custom, the purchase could not be processed as my acct was closed. So it started - a 2 week series of conversations with reps of Citi XXXX XXXX. The fraud dept rep named XXXX said all ok, XXXX XXXXXXXX, no fraud, your card cleared to use ; the next purchase could not be processed as my acct was closed ; another 50 minutes conversation including a break through with customer supervisor XXXX who told me my acct was closed when I called the day before indicating lost card & change on all demographics ; when I indicated I hadnt called et al, she listened to tape of fraudsters call and confirmed not me ; she changed all demographics back to my correct info and started my receipt of a new card with new acct number ; my purchase could still not go thru so I decided to call Citi XXXX XXXX again only to find XXXX changes were not recognized by the fraud dept and a second new card was XXXX XXXX to fraudsters Arizona address.

Finally after talking to a supervisor in fraud in another hour conversation my demographic info was changed back to mine, fraudsters accts were closed and purchases voided and new card would be sent by us mail ( for security purposes? though fraudster got new cards sent by much more secure XXXX  ) to a temporary address as I was in an extended vacation ; I finally got new card at my permanent address after agreement to send to temporary address which a colleague agreed to forward to me ; when I looked at my acct, I saw I owed Citi XXXX XXXX {$87.00} for the two online purchases on XXXX & XXXX which XXXX and I had agreed to cancel ( and do not appear on my XXXX acct purchases ). [ I used a different XXXX card to acquire items in cancelled items later this month ]. 

Yesterday I finally got a billing rep to understand the charges represented cancelled purchases and he said they would be disputed.

My basic complaint is with the exceedingly poor Citi XXXX systems to protect cardholders from fraud, incredibly poor communication between customer service & fraud dept, etc I would cancel acct but XXXX, to my chagrin, has a partnership agreement with that company by which XXXX provides benefits to me, a XXXX member, and I love XXXX. 

My hope is an independent auditor from your agency ( if Trump/Doge left enough employees ) will review Citi XXXX  systems and training of employees ; a substantial fine for lack of cardholder protection may be in order. 

I think Citi XXXX lowballs bids to get corporate agreements ( to my chagrin XXXX XXXX XXXX  membership benefits is going back to Citi XXXX in XXXX ) after I took advantage of XXXX  partnership with XXXX XXXX this year after constant fraud on Citi XXXX XXXX card. 

Hopefully your review will force Citi XXXX to improve its systems and employee competency. 

Thanks XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX for mailing purposes ) XXXX XXXX XXXX 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 explanation