Consumer complaint received 2026-04-08 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: NC

Complaint narrative:
Citibank Dispute cc ending in XXXX ( formerly XXXX ) On XX/XX/XXXX I received a text from Citibank asking if I had made a charge for {$1500.00}. I looked at my account through Citibank app on my XXXX and saw my credit card had been used for charges I did not make ( not sure of any other charges since this did not show up on statement for Billing Period XXXX ). I did call Citibank within the hour and told them that I did not make charge ( s ) at XXXXXXXX XXXX XXXX XXXX on XX/XX/XXXX in the amount of {$1500.00} ( twice ). Citibank put the charges in dispute, closed my cc account and quickly sent a replacement card. My Citibank statement for XXXX depicted 2 charges for {$1500.00}. One of the two {$1500.00} charges was reversed but I am still disputing the other {$1500.00} charge which was on the billing statement and deducted from my check account on XX/XX/XXXX. Citibank Security Dept XX/XX/XXXX I believe it was on this date I talked to Citibank Security Dept and told them I had an idea how the charge could have happened. They gave me their email address and I prepared an email and sent it. The email was an allegation I have no proof. As detailed in the email I made an airline reservation on XX/XX/XXXX and used my Citibank cc and got a record locator of the flight. Since it was approximately 2 months between getting the airline reservation and the date of the fraudulent charges, I cant conclusively say the two events were connected. Here is the string of emails sent to the Citibank Security Dept. : Fri, XX/XX/XXXX, XXXX to XXXX, The dispute happened ( around XX/XX/XXXX ) I believe when Citibank sent me a text wanting to know if it was me that made charges at XXXX. After looking at my Citibank account online I could see 2 charges for {$1500.00} that I did not make and the credit card was in my possession here in XXXX, XXXX. I contacted Citibank and told them that the charges were fraudulent. Citibank put the charges in dispute, closed my account ending in XXXX and quickly sent a replacement credit card ending in XXXX. Here is how I believe the criminals got my credit card information : On XX/XX/XXXX my wife and I wanted to book an airline flight from XXXX XXXX to XXXX ( XXXX ) Airport to go on a cruise we had just booked on XXXX XXXX XXXXXXXX XXXX XXXX XXXX. We needed a flight to XXXX and we had traveled on XXXX XXXX previously so I used the contact info on my XXXX and called XXXX XXXX on ( XXXX ) XXXX - at the time I didn't realize that the phone number was no longer the phone number for XXXX XXXX. When I called ( XXXX ) XXXX I was able to talk to someone but then it seemed like the phone went dead so I hung up. So I called the ( XXXX ) XXXX again and told them I wanted to make a reservation on XXXX XXXX. While I was talking on the second call I received a call from ( XXXX ) XXXX and the Voicemail left said, " Hi sir I do believe that you're looking to book a flight from XXXX to XXXX so you can give me a call back on the same number and my name is XXXX I am going to assist you to make the reservation thank you so much. '' ( this is a transcript from my XXXX and I still have this on my iiPhone. I continued to work with the second person I reached on the ( XXXX ) XXXX and they helped make the reservation. The reservation is XXXX, ticketing email : XXXX. XXXX ( XXXX ) XXXX. The new phone number for XXXX XXXX is ( XXXX ) XXXX. I did get a reservation on XXXX XXXX like I wanted but later decided that it was not XXXX XXXX that I reached. My son asked what phone number I had called and when looking on the internet it says ( XXXX ) XXXX was formerly used by XXXX XXXX and that it is now a phone number for scam ( I was not aware of this until after the fraudulent charges in XX/XX/XXXX ). I was concerned that the reservation person didn't sound right but I did get a reservation that shows up in XXXX XXXX web site. So I believe the people using ( XXXX ) XXXX got my credit card information while I was making a reservation on what I thought was XXXX XXXX, they did help me get a reservation and then they waited a couple of months to make fraudulent purchases with my credit card. I am willing to help prosecute the fraudsters. I believe a person named XXXX at ( XXXX ) XXXX is part of the fraud. I believe the charges made at XXXX XXXX the company should be able to provide you with tracking information, shipping address and serial numbers ( unless the purchases were made in a store and then there would most likely be video evidence ). It is requested that Citibank immediately remove the {$1500.00} charge which is still incorrectly charged to my account ending in XXXX. Mon, XX/XX/XXXX, XXXX ( 11 days ago ) to XXXX I am still disputing the {$1500.00} charge on my credit card ending in XXXX ( previously ending in XXXX ). The information provided above is my allegation as to what may have happened. Since there were approximately 2 months between the date I purchased an airline reservation and the date of the fraud on XX/XX/XXXX I would like information on how Citibank can say I gave my credit card information over the phone in XX/XX/XXXX and then the fraud that was committed on XX/XX/XXXX was done by the same people that helped me use my credit card to buy an airline ticket. Also speaking with XXXX they said I need more information for them to investigate the fraud. Please provide the XXXX transaction number for the transactions on XX/XX/XXXX resulting in 2 transactions for {$1500.00} at XXXX XXXX XXXX XXXX, I also want the Shipping information including the shipping tracking number, name and address the items were shipped to ( only CitiBank can get this information ), item descriptions and serial numbers. Once I was sent a text from Citibank XXXX I did promptly check my Citibank app on my XXXX, saw the unauthorized charges and contacted Citibank right away letting them know the charges were unauthorized. Citibank cancelled the credit card ending in XXXX and quickly sent a replacement credit card ending in XXXX Citibank placed the unauthorized charges in dispute. I still dispute the 2 ( two ) charges for {$1500.00} on XX/XX/XXXX. Please provide the XXXX XXXX XXXX XXXX information I am requesting including the transaction number and the shipping information ( traceable shipping information, shipping address and name on the shipment ), description of items and serial numbers. Remove the {$1500.00} charge from my credit card billing. Mon, XX/XX/XXXX, XXXX ( 11 days ago ) to XXXX When you are getting the transaction information, traceable shipment information, with name and address, REQUEST you also get a description of the items and associated serial numbers and provide this information to me soonest please. I have tried calling XXXX asking for more information about the fraudulent charges. They told me that the credit card number was not enough information. I have asked Citibank for more information about the fraudulent charges such as the transaction number, a description of the items including serial numbers, a shipping tracking number if available, a name and address the items were shipped to if the items were not shipped do they have a video of the fraudulent person at the store. I have asked Citibank several times for this information during phone calls to them and in the email. I have my own account at XXXX and if was making an upgrade I would use my account. I have called Citibank numerous times about my dispute without a resolution. Which includes my call on XX/XX/XXXX to advise I did not make the charges in the amount of {$1500.00} ( twice ) and as a result Citibank immediately closed my account and express shipped a new cc. On XX/XX/XXXX I talked to XXXX and then to XXXX in Security Investigations. XXXX told me that they would continue investigating my dispute and that my account would not be charged for the dispute. However on XX/XX/XXXX Citibank charged my account {$3700.00} which included the disputed charge of {$1500.00}. XXXX also told me there was also a charge of {$1300.00} on my card that was charged on XX/XX/XXXX I told him that if it was charged along with the two transactions for {$1500.00} that I wanted to dispute that also. I didnt remember the {$1300.00} amount and the disputed amounts do not show up on my statement for XXXX. As of XX/XX/XXXX Citibank still has not returned my {$1500.00} that I am disputing. I have asked Citibank in writing for more information on the fraudulent charge the transaction number, description of the items and serial numbers, shipping information ( if there is any ) including where item was shipped, the address, shipping document number, who was it shipped to, or if it was an in store transaction is there any video of the transaction. Last time I talked to Citibank on XX/XX/XXXX the Security Investigations told me that they were still investigation and that I will not be charged for the disputed amount but they did charge me for the disputed amount and I have not received a credit for the disputed amount.

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