Consumer complaint received 2025-09-10 00:00:00
Product: Credit card — Store credit 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: NY

Complaint narrative:
1. On XX/XX/XXXX two orders were fraudulently placed with my Bloomingdale 's credit card ( Citibank ) totaling {$9200.00}, XXXX of which is a XXXX watch. {$130.00} of my Loyalist rewards was used and {$9000.00} was charged on to the credit card. 

2. I reported it to Bloomingdale 's credit card shortly and canceled and reissued my card. The charge was temporarily reversed for investigation. I was told there was nothing else to do and both the charge and rewards would be returned. Case number : XXXX XXXX. On the day the XXXX was supposed to be delivered to my apartment, I stayed home hoping I would be able to receive the package before it would be stolen. There have been reports of stolen packages left by delivery staff. I assumed this is why the packages were designated to be delivered to my address to avoid suspicion. I was not able to receive the package as the package never reached my apartment and I was not contacted. 

XXXX. I filed a police report on XX/XX/XXXX ( report number XXXX ) at the XXXX XXXX in XXXX XXXX XXXX, New York. detailing the situation. The report will also show that delivery staff advised that the package was claimed on XXXX XXXX by a woman of XXXX descent possessing an ID with her picture and my name ( XXXX XXXX XXXX. I am of XXXX descent. The package was given to this person due to the fact that she had an ID with my name and address. 

XXXX. XXXX XXXX is in charge of this case. I also obtained video footage from a neighbor that shows a woman approaching the XXXX delivery person in the street before he reached my building to deliver the package as the same time the package was claimed to have been delivered. 

XXXX. I left the country for the summer XX/XX/XXXX and did not receive any communication from Bloomingdales credit card or citibank regarding this claim. 

XXXX. I come back at the end of XXXX to discover the fraudulent charge was put back on to my account and claim closed. Since I have my account on autopay, {$8800.00} was taken from my bank account ( there was a credit balance of - {$240.00} on the account ). 

XXXX. I called the customer service/fraud department XXXX XX/XX/XXXX and explained the situation along with all the information described here. The rep. XXXX ID XXXX explained that she has reopened the claim and requested the payment to be wired back to me, and some one will be contacting me to confirm this in the next business day. Once payment is returned then they will reverse the fraud charge. 

XXXX. I received no contact from Citibank once again. I then call the fraud claims department to check on this on XX/XX/XXXX ( XXXX XXXX XXXX ). I was told that the claim was not reopened and the request for payment refund was not addressed. I was also told that my only option is for them to put in another payment refund request and just wait again for someone to contact me. Me as their client is now completely at their mercy and can only hope they do their due diligence. 

Citibank has taken over {$9000.00} dollars of my money when it was clearly fraud. Citibank has not made any effort to do a thorough investigation ignoring its obligations as a corporation and its responsibilities to its clients. It is disgusting how a large financial institution is turning a XXXX eye and holding the money of innocent people XXXX because it is too lazy to do their job.

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