Consumer complaint received 2026-07-01 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: CA

Complaint narrative:
I reported a clear fraud to Citibank within minutes of it happening, Citibank failed to stop the payment, and Citibank has now made me pay {$1100.00} for a scam in which I received absolutely nothing. I want this charge reversed and refunded in full. This concerns Citi dispute Case ID XXXX, an unauthorized {$1100.00} charge from XXXX on my card ending XXXX. I have been a Citi cardmember since XXXX. On XX/XX/XXXX, I searched online for the customer-service number of XXXX XXXX XXXX XXXX ), with whom I had a legitimate ticket purchase. A fraudulent number connected me to criminals impersonating XXXX. Posing as XXXX agents, they told me my return flight was on hold and said they would re-issue it for the same amount, then charged my card {$1100.00}. This is the widely reported fake-airline-customer-service impersonation scam. The operator behind XXXX has no affiliation with XXXX and no authority to issue or re-issue airline tickets. I received no ticket, no goods, and no service of any kind. It is a pure scam, and the merchant is plainly engaged in fraudulent activity. I reported this fraud to Citibank within minutes of the scam call, while there was still time to act. Citibank did not stop the payment. On XX/XX/XXXX, I provided Citibank with full and accurate details of exactly how the ticket-re-issuing scam worked. Despite my immediate report and complete documentation, on XX/XX/XXXX, Citibank ruled in favor of the merchant and effectively blamed me forcing me to pay for a fraud I had reported in time, even though the merchant delivered absolutely nothing of value. Ruling in favor of a merchant that provided no goods or services whatsoever, in a documented impersonation scam, is indefensible. I objected by phone the same day, XX/XX/XXXX. A Citibank representative named XXXX told me he would move the matter into a fraud investigation. On XX/XX/XXXX, I checked the status and found that no fraud investigation had ever been opened ; Citibank issued me a new card that day and again promised to begin XXXX. Today, XX/XX/XXXX, I called yet again, and there is still no evidence that any investigation was ever started more than XXXX months after my first report. Citibank misclassified obvious impersonation fraud as a routine service dispute, failed to stop a payment I flagged as fraud in real time, ruled in favor of a merchant that provided nothing, and promised a fraud investigation on XXXX separate occasions without ever opening XXXX. I did everything a cardholder is supposed to do : I reported immediately, I documented thoroughly, and I followed up repeatedly. Citibank has not upheld its end. Desired resolution I want the {$1100.00} charge ( Case ID XXXX ) reversed and refunded to me in full, the matter correctly classified as fraud/unauthorized, and written confirmation of the outcome.

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