Consumer complaint received 2025-06-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
Dear Sir or Madam, I discovered multiple unauthorized charges to my Citibank credit card on XXXX XX/XX/XXXX. I contacted Citibank immediately to cancel my card and dispute the charges as unauthorized. 

These included the following nine charges billed to XXXX XXXX Purchases as per below, totaling {$8800.00} : Date Description Debit XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Citibank sent me XXXX email requesting me to contact their fraud department to give more information. On XXXX XX/XX/XXXX I called Citibank 's fraud number at XXXX. The questions were about the XXXX XXXX XXXX  charges. Citibank asked me to call this merchant and request information why they were billing me for these charges, if they have a record of who made the charges, and what is their refund policy. They asked me to call back after I had spoken with this merchant. 

I immediately called the merchant, XXXX XXXX XXXX, at XXXX and asked these questions. XXXX is a hotel chain ; each of the charges above is associated to a specific hotel stay and folio number. I spoke with XXXX at XXXX. She asked me to describe each of the nine charges by date and amount. She indicated that she saw they did had a record of the charges, and asked if I had authorized anyone else for them. I confirmed I had not authorized anyone else for these stays. She told me that she was able to tell me that the reservation wasn't under my name, but instead someone else 's, which confirms what I was saying about the charges being unauthorized. She said that XXXX would make a report about it, but she said that she couldn't tell me the name associated with the reservations/charges because of their policy, except to say that it was not under my name. She said that this is information that XXXX can share with Citibank fraud investigators. She said she hoped Citibank would help me with refund after the report is discussed between the bank and them. 

Based on this information, I immediately called back Citibank 's fraud number as per above, same date XXXX XX/XX/XXXX, to communicate the information above. I reiterated that I had not authorized these charges, and that the merchant had information that confirmed my claim of fraud, specifically that the folios for the hotel stays were under another person 's name. Citibank 's fraud investigator asked me whether I had ever made other purchases with this merchant. I explained that I had stayed at XXXX hotels before in my life, and including with the XXXX guest loyalty program, but that I did not specifically have any dealings with XXXX XXXX XXXX. Moreover, I informed them that I have not made any hotel stay purchases with XXXX for more than XXXX year because, in line with my XXXX guest loyalty program records, I have only used frequent guest points for free stays for any time in XXXX or XXXX. I also informed them that I have a XXXX XXXX XXXX XXXX XXXX so that any charges that I would make with XXXX would XXXX on that XXXX XXXX and that I would not have used on my Citibank credit card. 

I confirmed this by looking at the records of my Citibank purchases going back for all the years for which records are searchable : there are no charges on my Citibank card to XXXX XXXX Purchases nor to anything XXXX. 

On XXXX XX/XX/XXXX, I received a letter from Citibank ( dated XXXX XX/XX/XXXX ) that states : Weve completed our investigation and your dispute ( s ) is now closed. You accepted responsibility for the disputed charge ( s ) when you provided your account number for the transaction ( s ). 

This above statement is false and contradicted by the information I provided to Citibank fraud department. It is also contradicted by the records of the merchant XXXX, that the hotel stays were in fact made under someone else 's name. Citibank has additional supporting history and records that corroborate that I never used my Citibank credit card account with this merchant in any prior time. 

It is unfair and wrong for Citibank to claim either that I accepted responsibility or that I provided my account number for the transactions. I have contacted Citibank 's fraud number again and I stated the facts again with them. I asked them to reopen my dispute related to the nine XXXX XXXX XXXX charges, because these were unauthorized and fraudulent. 

I am seeking your support in following up to resolve the dispute with Citibank in line with the information and evidence I have provided. I am ready to provide any further information needed for your support. Thank you and kind regards.

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