Consumer complaint received 2024-02-14 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: CITIBANK, N.A.
State: AL

Complaint narrative:
On XX/XX/year>, I reviewed my XXXX Citibank credit card statement for the preceding month and noticed no charges made by me but approximately 25 fraudulent charges. I spent an hour on the phone with the Citibank fraud department. The representative agreed to remove all charges. My then current card was canceled and they sent another card ( " second card '' ), which I did not activate nor did I use in any manner, ever. 

In XXXX, when I reviewed my statement for XXXX, I noted that most of the prior fraudulent charges had not been removed and additional charges were posted, even though I had never activated the replacement card and had never used it in any manner. Again, I spent an hour on the phone with a representative who agreed to remove all of the old and all of the new charges. They canceled the second card and sent a new one ( " third card '' ). I did not activate nor did I use the third card. 

When I looked again at my XXXX statement several days ago, I saw that some of the prior fraudulent charges had been removed and an additional set of charges totaling+- {$1500.00} had been posted. In addition, although I had not used any Citi card in several months, Citi had added late fees and interest for the fraudulent charges. Collection people started calling me and talking nonstop about making arrangements for me to pay these fraudulent charges. When I would finally manage to get a word in edgewise and ask to be connected to the fraud department, they would hang up on me. I have not had an activated credit card since XXXX XXXX, 2023, but charges kept appearing. Then one day, my password and I could no longer access my account. I sent written complaints to the Agent for Service of Process for Citi listed on the Alabama Secretary of State 's Office and to XXXX XXXX, Citi 's chief legal officer and received no response whatsoever. 

By this point, I had lost all faith in Citibank controlling the fraudulent misuse of my credit card. I am still getting repeated calls from the collection department, although the first representative had promised to flag my account to stop this. The first rep and the second one both promised that I would not be reported to the credit Bureaus, but they did. As a result, two of my long time credit card merchants drastically cut my credit limit to I have repeatedly demand that all of these fraudulent charges removed immediately from my account. I finally managed to get my account closed and told them to not send any more replacement cards. The actual true and correct balance on this credit card due to my use is XXXX. I owe Citibank nothing, I want the account fully and finally closed, showing a XXXX balance, I want Citi to file a retraction on my credit accounts and I want them send an apology letter to the two companies who lowered my credit limit. I want them to stop repeatedly annoying with their rude and incompetent bill collectors. I have spent over 15 hours of my time and have hired a lawyer to assist me. I want these expenses reimbursed and to have any relevant penalties assessed.

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