Consumer complaint received 2026-01-13 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 am filing a complaint regarding improper handling and denial of a fraud claim, refusal to permit meaningful escalation, and unprofessional conduct by multiple representatives. 

I reported repeated unauthorized transactions from the merchant XXXX XXXX XXXX in the amount of {$31.00}, occurring from XX/XX/XXXX through XX/XX/XXXX. I have never held an account, membership, or conducted any business with this merchant, and I did not authorize these charges. 

Despite clearly and repeatedly reporting these transactions as fraud involving unauthorized use, the issuer misclassified at least XXXX charge as a billing dispute / XXXX XXXX and cited termination of a XXXX as the basis for resolution. This explanation is factually incorrect. I never opened, maintained, or canceled any XXXX with this merchant. I explicitly advised the issuer that the transactions were unauthorized and requested that the claim be properly classified and investigated as fraud. The disputes team stated they could not change the classification. 

As a result of this misclassification, the issuer denied the fraud claim without conducting a reasonable investigation consistent with the Fair Credit Billing Act and applicable consumer protection requirements. I was not provided a meaningful opportunity to rebut the incorrect assumptions underlying the denial. 

In parallel, the issuers XXXX XXXX department has repeatedly refused to allow escalation to a supervisor or XXXX. I have been told multiple times to write in instead of speaking with management, despite explicitly requesting escalation. Supervisors have refused to speak with me, refused to assist, and redirected me back to writing in without substantive review. I have also been advised to stop calling, and on at least XXXX occasion, a representative terminated the call. 

Internal account notes reflect that agents and supervisors are documenting my repeated attempts to resolve this matter rather than addressing the substance of the fraud claim. I have contacted the issuer daily for approximately XXXX weeks in an effort to obtain a proper review and correction. 

I was additionally advised that transactions older than XXXX months must be handled in writing, despite the fact that all disputed transactions fall well within a XXXX period, making that explanation inconsistent and misleading. 

Collectively, this conduct reflects mischaracterization of unauthorized transactions, failure to conduct a reasonable investigation, denial of meaningful escalation, suppression of complaints, and unprofessional handling by representatives. 

I am requesting regulatory review, reopening of the fraud claim, a proper investigation under the Fair Credit Billing Act, correction of my account, removal of the unauthorized charges and any associated fees or interest, a written explanation of the findings, and internal review and appropriate disciplinary action regarding the conduct of the agents and supervisors who refused escalation and terminated calls. 

I have updated my preferred contact phone number then what is shown in my CFPB profile/complaint. Please use the updated number for any contact regarding this complaint : XXXX 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 monetary relief