Consumer complaint received 2024-05-15 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: CO

Complaint narrative:
This all started with I disputed subscription charge on my account : The original dispute was : XXXX XXXX XXXX XXXX XXXX for {$150.00} on XX/XX/year>. I contacted Citi to dispute the charge because it was cancelled before the renewal date. However, after Citi 's investigation they sided with the Merchant saying I didn't cancel the service and the subscription was active. 

I accepted the loss of the {$150.00} dollars, but I also decided to delete my account with the merchant for an extra layer of protection. Not trusting the merchant would accept my cancelation and account deletion, I wanted to deactivate my credit card number with Citi and receive a new credit card number, in order to prevent any merchant from charging my credit card. 

I contacted Citi 's customer service, and the customer service representative seemed to understand that I wanted a new card in order to prevent subscriptions services from charging my card. I quote the customer service representative " You will have to add your new credit card to the subscription you do want. '' From that conversation it was my understand that all my subscription services would unable to charge my credit card because a new card was issued and the old number would be cancelled. 

I received the card, but did not activate it because I wanted to verify all subscriptions were unable to charge my new credit card. After, a few weeks I noticed another subscription service had charged my credit card. 

XXXX XXXX XXXXXXXX XXXX XXXX NY for {$6.00} and XXXX XXXX XXXX XXXX XXXX NY for {$6.00} on XXXX, XXXX 2024. 

I then called Citi 's customer service again to find out how XXXX was able to charge a cancelled card. After, talking with another customer service representative, they explained Citi has a auto-bill feature where Citi sends your new credit information to merchants, so you don't have to update your credit card. The customer service representative stated the last representative probably made a mistake, but they would resolve my issue by disabling the auto-bill feature and then send me new credit card again. 

A few days later I noticed another subscription charge on my account : XXXX, XXXX XXXX XXXX CA for {$19.00} on XX/XX/year>. 

I then called Citi 's customer service again to find out how XXXX was able to charge my account after I had cancelled the card and Citi had " disabled auto-bill ''. Talking with this customer service representative they stated that auto-bill was never disabled and that the last customer service representative had " lied '' about disabling it. We ended the conversation with the same assurances as the previous representative, and that is Citi would " disable auto-bill '' and issue me a new card. 

I am unable to prevent Citi from sharing my credit card information with merchants, and I afraid of closing this account, because my longest credit history is with this card and I am afraid of damaging my credit by cancelling it.

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