Consumer complaint received 2025-05-29 00:00:00
Product: Credit card — Store credit 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: OR

Complaint narrative:
Summary of Events : Fraudulent Transaction : On XX/XX/XXXX, a charge of {$1900.00} was processed at a XXXX XXXX store in XXXX, XXXX on my XXXX XXXX XXXX Credit Card. I reside in XXXXXXXX XXXX and was not in XXXX  at the time. I did not authorize, initiate, or participate in this transaction. 
Unauthorized Credit Limit Increase : On XX/XX/XXXX, Citibank increased my credit limit from {$200.00} to {$2000.00} without my knowledge or consent, which directly enabled the fraudulent transaction. 
Unauthorized Payment : On XX/XX/XXXX, a payment for the full amount of {$1900.00} was applied to my account. I did not authorize this payment. When I contacted Citibank, I was informed the payment was likely made by the fraudstersa tactic often used to temporarily conceal unauthorized charges. 
Second Fraud Attempt & Card Blocked : On XX/XX/XXXX, another fraudulent attempt was made at a XXXX XXXX in XXXX, XXXX. Citibank contacted me, and I confirmed the transaction was unauthorized and that I was in XXXX, Oregon. The transaction was declined, and my card was blocked. 
Unauthorized Credit Limit Request : On XX/XX/XXXX, I received an email indicating a declined request for a further credit limit increaseagain, not initiated by me. I was informed by Citibank that the increase was likely made by the fraudsters. I raised concerns about identity verification and account security, but received no satisfactory explanation. 
Dispute and Investigation : I immediately contacted Citibank and submitted a formal dispute through the mobile app. I clearly reported both the fraudulent transaction and unauthorized payment. I also informed them that I have not used this card since XXXX. Although the payment was eventually reversed, Citibank refused to reverse the original fraudulent charge, leaving the {$1900.00} balance on my account. 
Throughout multiple conversations, I asked : What verification methods were used to determine if I was physically present for the transaction ; Whether XXXX footage or XXXX  terminal logs were reviewed ; Why a credit limit increase was processed without my consent ; Why only the payment was reversed, not the actual fraudulent charge. 
Despite my efforts, on XX/XX/XXXX, Citibank formally denied my dispute, citing : 1. That I did not report the transaction as fraudulent which is factually incorrect ; 2. That there was insufficient information to resolve the dispute despite my full cooperation ; 3. That the card was used at a chip-enabled terminal while in my possession even though I was not in XXXX  and the transaction was clearly unauthorized. 
Request for Relief : Based on the facts above, I believe Citibanks investigation was deficient, lacking due diligence, transparency, and appropriate safeguards. I acted promptly and responsibly to report the issue and protect my account.

I respectfully request the Consumer Financial Protection Bureaus assistance in this matter. Specifically, I ask that Citibank be directed to : Reverse the {$1900.00} fraudulent charge from my account ; Provide a complete and transparent explanation of their investigation process ; Confirm that my credit will not be negatively impacted as a result of this incident. 
Thank you for your time and attention. Please let me know if you require any additional documentation or information to support this complaint.

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