Consumer complaint received 2026-01-20 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:
On XX/XX/XXXX, my Citi XXXX Mastercard was fraudulently used at several stores in XXXX including purchases from the following merchants : XXXXXXXX XXXX XXXX XXXX x {$1000.00} ), XXXXXXXX XXXX ( {$1700.00} ), XXXX XXXX  ( {$230.00} ), XXXX XXXX {$450.00} ), XXXX XXXX ( {$230.00} ), XXXX XXXX ( {$59.00} ). I filed a fraud dispute with Citi bank on the date of these transactions. The card was reported stolen and Citi bank sent me a replacement card with a new card number. 

I spoke with a Citi bank security operations supervisor today, whose name is XXXX, ( XXXX ). My case number is XXXX. I had the Citi Shop Your Way Mastercard in my possession. Citi bank rebranded that card as the Citi XXXX Mastercard and sent a " proactive reissue '' of that card to my home address in XXXX on XX/XX/XXXX. That reissued card had all the same credit card information including name, card number, expiration and security code as the Citi Shop Your Way Mastercard in my possession. This means that the Citi Shop Your Way card I had in my possession and the " proactive resissue '' of the Citi XXXX Mastercard that was sent to my address was identical in every way aside from its branding. 

I never physically received that card. The fraudulent activity on the card occurred on XX/XX/XXXX where {$4600.00} was charged to my card across several merchants in XXXX. One of the merchants in particular was called XXXX rentals which does not have much of a history when searched online. These charges do not reflect my spending pattern. I believe someone was able to intercept the " proactive reissued '' Citi XXXX Mastercard in the mail and went on a shopping spree in one day before I was able to report it stolen. My current residential address is a townhome and I have access to a shared mailbox. That mailbox has had a history of mail theft in the past. Citi bank claims that since I had the Citi Shop Your Way Mastercard in possession that I am at fault for these charges. 

( copy of email sent to Citi XXXX XXXX department ) I am writing to follow up on a fraud dispute for my Citi XXXX Mastercard. I have listed the fraudulent charges on my card including the merchants names, addresses, and phone numbers to the best of my ability. I have submitted a police report to XXXX XXXX and the sheriff 's department. I copied my statement for those reports at the end of this email. I have also attached 2 phone calls to XXXX XXXX and XXXXXXXX XXXX regarding collecting evidence on this case. XXXX XXXX is contacting their XXXX location to confirm that transaction for {$1700.00} was made on XX/XX/XXXX. XXXXXXXX XXXX claims they no longer have video footage that goes as far back as XX/XX/XXXX. 

My case that was started on XX/XX/XXXX was closed recently because I had the original Citi Shop Your Way Mastercard in my possession. I found out today when speaking to a XXXX supervisor named XXXX, that a " proactive reissue '' of my Citi card was sent to my home address on XX/XX/XXXX. The Citi Shop Your Way Mastercard was rebranded to the Citi XXXX Mastercard and my undertstanding is that the reissued Citi XXXX Mastercard was intended to be a seamless transition, meaning all information including name, credit card number, security code, and expiration were identical to my prior Citi Shop Your Way Mastercard. I never received this reissued Citi XXXX Mastercard in the mail and believe this card was stolen and used at several merchants on XX/XX/XXXX. 

I reported the card ending in XXXX  stolen, and a new Citi XXXX Mastercard ending in XXXX  was sent to me. I still have the Citi XXXX Mastercard ending in XXXX and no fraudulent activity has occurred on that card. 

I spoke with XXXX  and she informed me that at this time she will reopen the case, but I am responsible for all {$4600.00} in fraudulent charges that occurred on XX/XX/XXXX. She requested that I send additional documentation to support my case to this email.

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