Consumer complaint received 2024-11-22 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:
XX/XX/XXXX : Someone called my cell at XXXXXXXX XXXX, his # shown as XXXX XXXX XXXX XXXX, he said he is from Citi fraud dept, alerted me that my credit card was used to purchase {$490.00} XXXX times in XXXX. I said I didn't purchase any thing w/those amounts. He offered to help me get credit back from those purchases and asked me to confirm my security word, he gave me hint that it started with letter " XXXX  '' ( now I think my credit card acct was already compromised before he called me, he even mentioned some of my latest charges that I made ), and that he would help me cancel my credit card ( card ending # XXXX ), and have the new card mail to me. 

He connected me to someone seemed like from Citicards ( # shown as Citi XXXX @ XXXX ), the lady asked me to confirm my personal infor in order to mail my new credit card. I now don't remember what infor she asked me to confirm. 

When done w/her phone call, he called me back @ XXXX XXXX, said his name is XXXX XXXX and he's assigned to my case, and that when I receive new card I should call his direct number XXXX, he will remove all the fraud charges and get credit back to my acct. He then asked me to call his direct number to make sure he receives my call, I did so at XXXX XXXX. 

XX/XX/XXXX : I signed on but couldnt access my online acct for card XXXX, it was closed. 

From Monday XX/XX/XXXX to XXXX  XXXX : XXXX XXXX XXXX XXXX several times ( the # shown as Toll Free Call XXXX ) to see if I receive my new card. 

XX/XX/XXXX : XXXX XXXX ( called from XXXX @ XXXX XXXX  ) asked me to call him as soon as new card arrives so he can remove the fraud charges and issue credit to my acct. 

XX/XX/XXXX : I received the new card ( card ending # XXXX ) and activated it. I then called XXXX XXXX at XXXX @ XXXX XXXX  in hope that the fraud charges will be taken care of. He asked me to hang up and he called me back from XXXX @ XXXX XXXX. 
I don't remember what infor he asked from me. He said he needed the full credit card number in order to remove the fraud charges and issue credit to my acct. 
He then asked for my home phone then he called my home phone from XXXX @ XXXX XXXX  at the same time he told me to leave my cell phone on. He instructed me that I will receive ID Code from Citi and I should read them to him, he said he needs these codes to remove the fraud charges and issue credit back to my acct. 
I read the codes to him. He even told me to enter a long number into a text message and send, the number is XXXX, he said it's part of the process to remove the fraud charges. Right after I sent the text, a phone call to my cell shown as XXXX XXXX XXXX at XXXX XXXX  called and hung up right away. 

After staying on the phone with XXXX XXXX for about XXXX min, that was almost XXXX XXXX  XXXX, I asked him why it took so long. His answer was because he worked from home and didn't have the regular gadgets as in the office and that's the reasons it took long and that he had to fill out application. I asked what application, his answer : application to get refund to my account. Only then suspected something isnt right, I told him I had to leave and I disconnected the phone call with him. 

Late that night I tried to remember the phone calls with XXXX XXXX and I realized I had been scammed. 

XX/XX/XXXX, I signed on to my XXXX XXXX online account and saw XXXX charges to merchants in XXXX and XXXX XXXX, the charges are : XXXX XXXX - Virtual Account Number XXXX ( {$490.00} ), XXXX XXXX XXXX Virtual Account Number XXXX ( {$990.00} ), XXXX XXXX - Virtual Account Number XXXX ( {$490.00} ), XXXX XXXX - Virtual Account Number XXXX ( {$490.00} ), XXXX XXXX  Virtual Account Number XXXX ( {$490.00} ), XXXX XXXX Virtual Account Number XXXX ( {$480.00} ), XXXX XXXX Virtual Account Number XXXX ( {$490.00} ). Total to {$3900.00}. I called Citicards at XXXX about XXXX XXXX  to reported the fraud charges and Citicards had them in dispute. 
Citi canceled my card # XXXX and issued a new one. 
Note : XXXX XXXX canceled but I was still able to access closed acct until new card activated. 

XX/XX/XXXX : I stopped by XXXX store but the item I want wasnt ready. I left for grocery shopping then came back. Store manager said he called me 2 times but an XXXX man answered and pretended to be me. Store manager then checked my phone and found out my phone was forwarded to XXXX when he saw the number XXXX. Store manager helped me cancel the call forwarding. The scammer also tried to activate XXXX Caller ID using my information. 

From XX/XX/XXXX to XX/XX/XXXX : I received several phone calls from # s shown as XXXX XXXX XXXX XXXX XXXX XXXX [ this # with XXXX XXXX voice asking if it was me answering phone, I hung up ], XXXX XXXX XXXX XXXX. 

XX/XX/XXXX. I received letters from Citicards Security Services dated XX/XX/XXXX saying my dispute is now closed. Citi denied my claim/dispute and refused to credit {$3900.00} back to my account. City said I have to pay that amount or else they will report as past due to the consumer reporting agencies : XXXX, XXXX XXXX XXXX XXXX. And that if I want to pursue this matter further, Ill need to reach out to the merchant ( s ) directly. I do not know these merchants. 

A week later, I received another letter from Citi with different letterhead dated XX/XX/XXXX with the subject Were looking into the dispute. I still have not heard from Citi since. 

I did not authorize any of the XXXX fraud charges. I had been scammed by XXXX XXXX and a victim of fraud and identity theft. 

I reported this incident to the below agencies : XX/XX/XXXX : Reported to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Tel : XXXX. Report # XXXX XX/XX/XXXX : Reported to FTC XXXX XXXX XXXX XXXX XXXX, Report # XXXX XX/XX/XXXX : Reported to FBI [ IC3 ] for identity theft, there was no Report # given but there was an option to print the report. I printed out the report On XX/XX/XXXX and XX/XX/XXXX Ive placed Credit Freeze and Fraud Alert to XXXX, XXXX and XXXX

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