Consumer complaint received 2025-04-28 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:
Not sure of date received a message from Citi about possible fraud on my account. 

XX/XX/year> XXXX XXXX Citi Representative XXXX Authorized user removed - XXXX XXXX - all charges came from his card. Payments made came from bank accounts that are not ours. 

XX/XX/year> XXXX XXXX Citi Representative XXXX Called in response XXXX  an email wanting me XXXX  call about suspicious activity. XXXX looked up that I must call a different department. XXXX. Mon-Fri XXXX to XXXX. Sat/Sun : XXXX to XXXX. 


XX/XX/year> XXXX ( Citi Representative ) Need XXXX  verify information : Questions are - XXXX was in my possession ; chip was used ; police report filed? ; last charges ; have i received any items or packages related XXXX these charges? ; valid phone number XXXX  email ; no voicemails have been left ; best way to contact me is through voicemail and I can return XXXX  ; update will be found on my account ; it should be resolved between XXXX to XXXX business days ; apology ; he said the investigation was on pause because I never contacted them again after their request to contact. All of the contact made by them was via email. No physical letter. ( I do not check my emails as diligently as I should. ) No voicemails were left on my phone. He said that he asked the " further questions '' that they were waiting for and this should all be resolved. He said that it will for sure be resolved before my next payment is due on XX/XX/XXXX. 

Sent via XXXX. Postal Service Certified Mail on XX/XX/year> XXXX Department XXXX XXXXs XXXX XXXX XXXX XXXX, AZ XXXX Subject : Fraudulent Charges and Payments on My Account Request for Investigation and Fee Reimbursement - Urgent Action Required Dear XXXX XXXX XXXX Department XXXX XXXX am writing XXXX formally dispute multiple unauthorized transactions on my credit card account XXXX. Upon reviewing my recent statement, I discovered fraudulent charges XXXX payments that I did not authorize, as well as a returned check fee of {$30.00} that resulted from these unauthorized transactions. Below are the details : Fraudulent Charges : Date Merchant Name Amount XX/XX/year> XXXX {$400.00} XX/XX/year> XXXX {$400.00} XX/XX/year> XXXX {$400.00} XX/XX/year> XXXX {$250.00} XX/XX/year> XXXX {$250.00} XX/XX/year> XXXX {$400.00} XX/XX/year> Best Buy {$400.00} XX/XX/year> XXXX XXXX {$400.00} Fraudulent Payments : Date Amount Transaction Type XX/XX/year> {$2000.00} Payment XX/XX/year> {$2000.00} Payment Additional Fees : Returned Check Fee : {$30.00} ( Incurred due XXXX fraudulent transactions ) These transactions were not made or authorized by me, XXXX I believe my account has been compromised. I request an immediate investigation, a full reversal of the fraudulent charges and payments, XXXX a refund of the {$30.00} returned check fee. 
To prevent further unauthorized activity, I also request that my current credit card be canceled and a replacement issued. 

Billing Period ended XX/XX/year> Minimum payment due is {$1100.00} XX/XX/year> Checked Citi website- nothing listed under " fraud disputes '' XX/XX/year> Received an email saying that the fraud department re-opened my investigation XX/XX/year> Chase ( Citi Representative XXXX XXXX it is a billing issue - transferred me to billing XX/XX/year> XXXX XXXX XXXX ( Citi Representative ) Says its a fraud issue and wanted to transfer me back to fraud. She says there is nothing she can do. She put me on hold to see if she could get me to the right person. 
XX/XX/year> Nomia ( Citi Representative ) XXXX Operations Has no access to anything. Told me since the chip was used, the dispute was denied. ( This was old information. I told her about the re-opening email received on XX/XX/year>. ) Told the representative that I was unable to pay the {$1100.00}. She said that was up to me.

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