Consumer complaint received 2026-07-14 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: TX

Complaint narrative:
On XX/XX/year>, XXXX unauthorized charges totaling {$12000.00} appeared on my Citi/AAdvantage XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All XXXX charges were dated XX/XX/year>, and appeared under the merchant name XXXX XXXX XXXX XXXXXXXX XXXX XXXX The charges were {$1800.00}, {$2100.00}, {$2600.00}, {$2600.00}, and {$2900.00}. 

I reported the fraudulent activity to Citi on XX/XX/year>, the same day the charges appeared. Citis Fraud & Disputes Center confirms that fraud was reported on XX/XX/year>, and shows the matter as disputed on XX/XX/year>. 

Although Citis online portal displays {$2900.00} as the dispute amount, my fraud report covered all XXXX related transactions totaling {$12000.00}. The {$2900.00} transaction was part of the overall fraud claim and was not the only transaction disputed. 

Citi later stated that a {$2900.00} security credit had been issued on XX/XX/year>. Citi subsequently reversed that credit, and my account now shows an entry labeled XXXX XXXX XXXX XXXX XXXX for {$2900.00}. 

Citis records are incomplete and inconsistent. The dispute portal displays only the {$2900.00} transaction even though all XXXX transactions from the same merchant and date were reported as fraud. Citi has not permanently removed the XXXX charges or completed a clear final resolution. 

When I clicked the merchant link provided directly by Citi within the dispute information, Citis link directed me to a website identified as XXXX. The website depicts online slot-machine and gambling activity and includes Indonesian-language login and registration options. I did not independently locate this website ; I reached it through the merchant link provided by Citi. 

I did not authorize any transactions with XXXX XXXX XXXX XXXX, XXXX, or any related gambling or gaming service. I did not create an account with that website and did not receive goods or services related to these charges. 

I also reported the matter to the XXXX Police Department. Police XXXX XXXX. XXXX was filed on XX/XX/year>. The police report identifies me as the victim, identifies the suspect as unknown, and documents identity theft, fraudulent credit-card use, and XXXX unauthorized Citi transactions XXXX I advised the police that I wanted to prosecute. 

I repeatedly contacted Citi seeking a resolution. Citi told me that a supervisor would call me, but the call never occurred. I then sent Citi a final written notice regarding the XXXX dispute-resolution period. As of XX/XX/year>, 90 days have passed since I reported the fraud, and Citi has still not permanently removed the charges or provided a complete final resolution. 

The amounts in the initial and supplemental police narratives were preliminary estimates made before I confirmed the exact amounts. XXXX account records establish that the XXXX unauthorized transactions totaled exactly {$12000.00}.

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