Consumer complaint received 2026-06-08 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: CA

Complaint narrative:
CFPB Complaint Summary Fraud Dispute and Account Handling Failure ( Account Ending XXXX ) I am submitting a complaint regarding unresolved fraudulent charges, repeated failures in fraud containment, and breakdowns in customer service follow-through on my Citi credit card account. On XX/XX/XXXX, approximately {$12000.00} in unauthorized fraudulent charges were posted to my account. I immediately contacted Citi on XX/XX/XXXX at XXXX XXXX at which point the account was closed. Despite prompt reporting, an additional {$59.00} of fraudulent activity occurred even after a replacement card was issued. I was informed by Citi Fraud that the fraudsters had access through XXXX XXXX, which automatically updated with my new card credentials. This required further intervention to disable unauthorized access. Since discovering the fraud, I have contacted Citi daily in an effort to resolve this matter. Over the following days, I made multiple calls ( including interactions lasting 30 minutes, over 1 hour, and other extended sessions ) due to continued fraud activity, lack of dispute processing ability, unclear replacement card timelines, and inconsistent communication. On XX/XX/XXXX, I was advised that a manager would contact me within 2448 hours. This did not occur. On XX/XX/XXXX, I followed up again and was again promised a callback, which was not completed. I also requested a credit limit reduction to prevent further unauthorized charges while the dispute was pending, which was not implemented. On XX/XX/XXXX, I contacted Citi again ( call duration : 5 minutes and 48 seconds ). Due to a poor connection, I requested to speak with a U.S.-based manager ; however, the representative was unable to locate a manager to assist. I stated that I needed a manager to resolve my situation the same day and requested a callback within 15 minutes of disconnecting. I also asked that my account be noted that I would be filing a formal complaint due to the lack of resolution. No callback was received. As of now : Fraudulent charges remain unresolved I have no functional access to my credit card Promised callbacks from managers were not completed I was unable to properly initiate or complete dispute processing during one call Replacement card shipment timing was not clearly provided Fraud continued after card reissue due to digital wallet tokenization issues Requested account safeguards ( credit limit reduction ) were not implemented This situation has caused significant financial disruption and has negatively impacted my credit monitoring during an active mortgage application process. I am concerned that the handling of this matter does not align with expected standards for timely fraud resolution and consumer protection.

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