Consumer complaint received 2026-02-16 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: IL

Complaint narrative:
I am filing this complaint regarding an unauthorized credit card charge that my card issuer has improperly refused to reverse. 

On XX/XX/XXXX, I received a text on my phone that looked like a legitimate parking bill for {$9.00} that I owed. I provided my Citibank credit card to the link provided to pay the bill. However, after checking the website of the parking garage, it mentioned that they never provide bills by text. I realized that I may have just provided my credit card to a scammer so I called Citibank immediately the next day to cancel and inactivate that credit card that I provided. They said they will cancel right away and that they will send me a replacement card. At this point no new charges were made to my card. 

However, on XX/XX/XXXX I saw XXXX fraudulent charges that were made into my account XXXX : XXXX. {$3900.00} charged to XXXX XXXX in XXXX, IL XXXX. {$6600.00} charged to XXXX XXXX XXXX. XXXX in XXXX, IL I notified Citibank on same day XX/XX/XXXX upon seeing these charges appear and told Citibank that these were fraudulent charges and Im not sure how these were made since I was in possession of the new card they just provided. I have never provided this new card to anyone and mentioned that I never made these charges. They apologized for the inconvenience and they said they were going to investigate. 

The next day, on XX/XX/XXXX I aaw another charge made to my account : XXXX. {$6300.00} charged to XXXX XXXX XXXX. XXXX XXXX, IL The total fraudulent charges amounted {$17000.00}. 

I immediately called Citibank and reported these charges as fraudulent similar to the XXXX other charges made a day before, and t told them that these were not authorized by me. I asked I asked Citibank to put a stop to these transactions but Citi never did but only labeled them disputed and that they were going to investigate During that period of investigation in the following weeks, I saw several online subscriptions using my old credit card that got charged through my old credit card account. I called Citibank again upon seeing these and asked why these subscriptions were going through when that old card should have been cancelled in the first place? I told Citibank that I never replaced the old card in those subscriptions with the new card and those charges should not have gone through if the old card was indeed cancelled. Upon realizing this, I believe these fraudulent charges were most likely made using the old card that Citibank failed to cancel or inactivate after I called them to do so in the first place. 

After a few weeks of investigation, Citibank denied my dispute and said that the transaction was made from my phone and that I was responsible for these charges. 

On XX/XX/XXXX I called Citibank again to complain that I did not make these charges from my phone. I disputed the results of their investigation saying that I did not make these charges from my phone and Im not even aware of what was purchased. I mentioned that this should not have happened if Citibank canceled my old card on XX/XX/XXXX when I first called to cancel and replace that card. I also complained why they did not stop the charges immediately when these charges first appeared on my card on XX/XX/XXXX and XX/XX/XXXX? They said they were going to open the investigation again but after few weeks, once again they denied my dispute saying that I was responsible for these charges. 

In XX/XX/XXXX, I called again to complain that these are fraudulent charges that Citibank did not properly reverse on the day these charges were made. This time but this time they passed me to their billing Dept because they said that they usually handle these types of cases. On XX/XX/XXXX they opened the investigation again, and this time they reversed the charges while they investigate these charges. They asked me to send them a statement of what happened and I mentioned in my statement that I reported these XXXX charges as fraudulent on the same day they appeared on XX/XX/XXXX and XXXX, and that these charges were made using old card that was supposed to have be cancelled when I called on XX/XX/XXXX. 

On XX/XX/XXXX, they denied my dispute again saying that that they were not able to determine that a billing error occurred and once again restored the fraudulent charges on my account. I called Citibank again to complain that these were fraudulent charges that I reported on the day they appeared and said they were going to open the investigation again. So far, I have not received any communications from them that the disputed charges will be investigated again. However, even if they do, I feel like that are just giving me the run around and will once again reject my dispute and make me pay {$17000.00} worth of charges that I did not make. 

I am requesting that the issuer : XXXX. Immediately reverse the unauthorized charge XXXX. Remove any related interest, fees or penalties XXXX. Confirm that no negative credit reporting will occur related to this disputed charge XXXX. Provide written confirmation that these fraudulent charges have been permanently reversed. 

I have attached supporting documentation including my statement showing the disputed transaction and records of my communications with the issuer. I request prompt regulatory review and assistance in resolving this matter.

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