Consumer complaint received 2024-09-18 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: MD

Complaint narrative:
on XXXX XXXX 2024, i got a text message on my mobile phone from " free my best buy citi fraud msg '' stating that my card had been attempt to purchase a {$950.00} at best buy XXXX, as soon as i got this message, i did not reply to the text however i right away call the XXXX number which back of the credit card citi best buy, it took forever to get a live person to answer my call, when i finally got someone, i explain to them what happen, all they did was tell me that they were going to send me a new card and that there will be an investigation, i wanted to get information on haw this was taking lace but they couldnt provide with any of that, which i just rely on them to help me figure it out, later on i got my new card and dispose the old XXXX, a few days later on XXXX XXXX  2024 i got an email of a purchase that was done at a best buy store XXXX in XXXX XXXX  at XXXX value of {$660.00}, when i notice this, i immediately call the XXXX number again, once again it took forever to get a live person on the phone, when i finally did, i explain what took place, however this time i didnt get a notifcation of a text saying of the purchase, i kept asking them why didnt i get a notification via text, they couldnt give me a reason, they only told me once again that i will get a new card by mail and that there will be an investigation, i insist and please helping me find out, how the purchase was specifically done, they couldnt tell me, so i just have to settle with those responds, i personally went to the store to ask some question, talk to the camera people and they couldnt help me either, i call the police, the police showed, they also couldnt help me, so i could do is wait!!!! 
i was very concern on how this was taking place so i can take other steps onto protecting my identity, citi best buy card never reach out to me, to tell me nothing, on XX/XX/year> once again i got an email receipt of a purchase value at {$260.00} from a best buy XXXX in XXXX  XXXX, i immediately called the same number XXXX, once again for the third time trying to figure this out, took forever to get a live person, i explain what happen, all they say was, we will send you a new card and an investigation will take place, i spoke with a XXXX after they told me the same thing for the third time, i clearly ask them to please help me find out how this was taking place, how is this purchase are being made, so i can take other steps on protecting my information, the XXXX gave me the XXXX  XXXX number to call them to put an extra protection on my credit report, however i knew this was not going to solve my problem!!! 
and then for the XXXX time my card was used again in XXXX XXXX  XXXX on XXXX XXXX  2024 purchase {$380.00}, once again i called the XXXX number from the back of the best buy credit card, all i was told that, i will get a new card and there will be an investigation, at this point i was already frustrated, very concern about my information being breach, however they told me that there will be a lock on my card, that anyone including myself, that if i wanted to make a purchase i will have to call to unlock the card, that gave me a bit of a peace of mind, thinking that this wont happen again, cause i felt that having to call this people it was tedious and waste of time, however on XXXX XXXX 2024 my card was once again used at best buy XXXX in XXXX XXXX, a purchase of {$680.00} ws done, for the XXXX time i called the XXXX number the back of the card, to report what took place, and once again they only tell me, they will send me a new card, at this point i was very upset, i told them that i though it had a lock on my card, all they said was that once i got a new card the lock is taking out, i took matters in my own hands, i called XXXX XXXX police department and talk to someone from the non emergency and did a report on what happen, i had to go the store in XXXX XXXX  and call XXXX to have an officer present, so the officer can review the footage, after having the cop look at the video, we realized that, the way the thief was making the purchase is by putting my social security number and using an clone ID, this could have been prevented from the beginning, but the credit card company did not feel like taking those steps, i also ask why they couldnt send me a text notification when my card is being used like it did the first time, they cant never give me a reason why!!! 
now i call the citi card number after that, and told them to cancel everything!!! however they are still telling me that i am responsible and liable for the XX/XX/XXXX and XX/XX/XXXX charges value almost at {$1000.00}, i feel like im not responsible for this at all, i try every way possible to prevent this from happening!!!

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 non-monetary relief