Consumer complaint received 2025-07-11 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: VA

Complaint narrative:
My credit card information was stolen and used for a series of overseas online transactions. The transactions occurred as follows : Merchant Name : XXXX XXXX XXXX XXXXXXXX Charge Amount : {$150.00} Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Charge Amount : {$280.00} Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX XXXX Charge Amount : {$160.00} Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX XXXX Charge Amount : {$310.00} Transaction Date : XX/XX/year> On XX/XX/year> A XXXX transaction was attempted for {$560.00} with XXXX XXXX and Citi fraud detection denied it and sent me an email. 

XX/XX/year> Upon reading the email I immediately contacted Citi to confirm the fraud to deactivate the old card and issue a new one. They credited the charges while under investigation. 

XX/XX/year> I was contacted by Citi 's Security Service via letter to inform me they re-billed my account due to obtaining a shipping statement from the vendor for charges from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I immediately compiled what I could to prove I did not purchase nor receive the items. What I found was that all three vendor 's shop fronts no longer existed. The websites are as follows : XXXX XXXX XXXX XXXX The XXXX documentation shows that all these shops were registered by the same registrar either on the same date of XX/XX/year> ( XXXX XXXX XXXX  ) recent to the charges, XX/XX/year> for bonisane.com. They were all registered on XXXX XXXX XXXX. The XXXX  records have since all been updated at the end of XXXX : XX/XX/year> for XXXX XX/XX/year> for XXXX and XX/XX/year> for XXXX. And the store fronts taken down. 

I did not receive a letter regarding XXXX XXXX XXXX XXXXXXXX, so I did not have the website that store utilized for the fraud. 

I sent this in with a signed statement indicating that " Neither I nor anyone authorized by me made this charge, and I have not received any benefit from this change. '' I assumed it was clearly fraud, seeing how a ) the buying behavior matched no previous pattern, b ) all the shops no longer exist, and c ) I never received any item despite " shipping records '' showing that a package was delivered. 

XX/XX/year> Citi responded with a letter concluding the investigation for the first XXXX charges not reversing them stating : " The facts and/or information reviewed as part of the investigation does not substantiate the claim of unauthorized use '' XX/XX/year> The XXXX XXXX XXXX XXXXXXXX charge for {$310.00} on XX/XX/year> was re-billed to my account, and I'm awaiting the letter to respond. 

XX/XX/year> I called Citi 's security services and am appealing the decision. I am astounded that Citi considers these legit charges.

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