Consumer complaint received 2026-03-27 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: CA

Complaint narrative:
The Citi Credit Card case number is XXXX. Citi has failed to provide the protections required when a cardholder is the victim of a scam. Under the Fair Credit Billing Act ( FCBA ), the bank is obligated to protect consumers from fraudulent charges involving merchant impersonation, services that were never delivered, or charges obtained through deception. This incident also falls under XXXX XXXX XXXX XXXX, which covers the fraudulent use of a credit card obtained through deceit, and Penal Code 484e and 484f, which address acquiring card information through impersonation or forgery. All of these elements occurred in my case : the scammers impersonated XXXX XXXX, obtained my card information through deception, and charged me for services that were never provided. -- -- - On XXXX XXXX, XXXX, I wrote a formal complaint to dispute a scam that appeared on my citi credit card. I wrote to Citi Dispute Department and wrote : I am writing to file a formal complaint regarding a fraudulent incident involving a company called XXXX, which impersonated the XXXX XXXX XXXX XXXX and obtained my CiTi credit card information under false pretenses. On XXXX, XX/XX/XXXX, I contacted what I believed to be the official XXXX XXXX customer service line to resolve an issue with my upcoming flights. Specifically, my seat assignments for travel between XXXX and XXXX were not appearing correctly in my XXXX XXXX application. The phone number I reached appeared to be associated with XXXX XXXX, and the representative introduced themselves as part of the XXXX XXXX XXXX XXXX. During the call, the representative claimed that my flights needed to be recharged for the seat assignments to populate correctly. Trusting that I was speaking with XXXX XXXX, I provided my credit card information. Shortly afterward, I discovered a {$2100.00} charge from XXXX XXXX, not XXXX XXXX. When I attempted to call back, the number no longer routed to the same line, and I was unable to reach the representative or the company. I am prepared to provide call logs, screenshots, credit card statements, and any additional documentation needed to support this investigation. Thank you for your attention to this serious matter. I look forward to your prompt response. Additionally, after they said I was liable for this, I then took additional steps to report it to the police department and to the FTC. I wrote back to them and said this, Thank you for your message. I am providing the additional information you requested regarding my dispute. 1. Last date I should have received the service I never received any service from this merchant. No service was ever provided, delivered, or accessible to me at any time. 2. Details on how and when I canceled the service Because no service was ever provided, there was nothing to cancel. However, I attempted to contact the merchant on XX/XX/XXXX. The phone number I originally called, which had impersonated the XXXX XXXX XXXX XXXX, was no longer in service and did not route back to the same line. I was unable to reach the merchant in any way. 3. Date I contacted the merchant to request credit and the merchants response I attempted to contact the merchant on XX/XX/XXXX, but the number was disconnected. 4. Additional documentation I have now filed a police report and a federal complaint, as this was a case of fraud and merchant impersonation. Police Report Tracking Number : XXXX ( Documentation attached ) FTC Complaint : Filed and documented ( Documentation attached ) This charge was obtained through deception by a fraudulent company impersonating the XXXX XXXX XXXX XXXX. I respectfully request that my dispute be reconsidered with this documentation and the clear evidence that this was a case of fraud. Sincerely, 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