Consumer complaint received 2025-06-23 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: PA

Complaint narrative:
b'I am writing to formally dispute a large number of unauthorized charges posted to my Citi Costco\ncredit card account ending in XXXX. Although I understand that some of the transactions fall outside\nCiti\'s standard dispute timeframe, I am requesting a full review and resolution due to the severity of\nthe fraud and identity misuse that has occurredXXXX XXXX XXXX, while traveling, my phone was stolen. Inside it was my Citi credit card (in XXXX XXXX) and access to my Citi mobile app and XXXX XXXX  I recovered the phone onXXXX XXXX XXXX, but by that point, the damage was done-fraudulent charges continued even after I\ngot the device back, likely because the thief had duplicated access or already completed\ntransactions using stored credentialsXXXXThese charges were not made by me, and I did not benefit from them in any way. Some payments\nattempted by the thief failed, which caused my account to be closed involuntarily. I also never\nreceived any notice that my account was closed, as my mail was being taken from my residence\nwithout my knowledge or permission. I was later told I owed XXXX, which I completely refuse to\npay as this balance is entirely fraudulent.\nAdditionally:\n- I did not authorize a credit limit increase to XXXX I did not file a dispute stating I have a daughter-I\'m XXXX XXXX old and have XXXX XXXXXXXX XXXX XXXX has confirmed that the missed payments were caused by fraud, and I have verbal\nconfirmation from a branch. A written statement will be submitted.\n- Despite repeated phone calls, no one at Citi has helped me, and this is now my second written\nrequest.\nSummary of Fraudulent Activity:\n- Numerous charges from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX all disputed but not credited.\n- Charges labeled as "Security Credit Issued" never appeared as actual credits.\n- Some transaction amounts may be slightly inaccurate due to limited access to records, but all were\nclearly unauthorized.\nI formally demand the following actions:\n1. A complete investigation and reversal of all unauthorized charges.\n2. Removal or correction of the false "daughter" dispute record.\n3. Immediate cancellation of the XXXX  balance and restoration of good standing.\n4. Full removal of derogatory credit marks from XXXX XXXX XXXX XXXX Reopen my account with a new card and number, with no new application required.\n6. Cease all collections, including from outside agencies.\n7. Stop all automated and toll-free number calls to my phone.\n8. Provide a formal letter confirming all actions taken, posted to my account and mailed to my home.\n9. A direct phone call from a Citi representative to issue me a new card and confirm full resolution.\nPersonal & Legal Notes:\n- I am trying to resolve this respectfully and in good faith.\n- I do not want law enforcement involved.\n- I do not want any further contact from collections agencies or robocalls.\n- If my account is not reopened and this balance not cleared, I will retain legal representation to\ndefend myself through appropriate channels.\n- If this letter has been sent to the wrong department or address, I respectfully request that it be\nimmediately forwarded to the appropriate party.\nThis fraud has severely impacted my life. I do not have a good relationship with my father, and if he\nbecomes aware of this situation, I could lose the opportunity to attend college. I am asking for Citi to\ndo the right thing and allow me to move forward.\nPlease consider this letter a formal dispute under the Fair Credit Billing Act (FCBA) and a\nremediation request under the Fair Credit Reporting Act (FCRA).\nThank you for your time, understanding, and urgent attention.\nSincerely,\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  certified letter sent to CITIXXXX XXXX certfied letter sent to citi and attemp to call them numerous times'

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