Consumer complaint received 2025-08-19 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: TN

Complaint narrative:
My XXXX XXXX issued by Citibank came up missing around XX/XX/XXXX. There was a charge made to my account on XX/XX/XXXX at XXXX in XXXX, GA which is several hours away from my home. I got a fraud alert asking me to verify if the charge of XXXX was fraud and I replied with Yes, indicatinf that it was fraud and began to look for my card. At that time I realized my credit card was missing and I looked at the text again and realized they were askiing me to confirm if the charge was valid or not and I had replied Yes, like the charge was valid, thinking I was replying yes that the charge was fraudulent. I immediately reach out to Citibank to advise them of this mistake and even advised the representative that I was speaking with at the time of the mistake and they advised me not to worry that would take care of it. They advised me that a police report was not needed but I did go ahead and file one. I got a call from an investigator on XX/XX/XXXX advising that they needed me to call them back to discuss the claim and I called back about an hour later to indicate that I got the message and was reaching back out. The agent explained to me that the agent had decided the claim against me and they were holding me responsible but at the time the reason why they were holding me responsible was not noted, but since I was still disputing the charge he would reopen the case, which I assume he did. I then got two letters the next day, one stating that they had been trying to reach me to discuss the case and had been unable to reach me and that I had 10 days to reply to the request or they would make a decision with the information they had. They only tried to reach out to me once, and they call my home number instead of my cell phone number which was listed as my primary number and they only tried once. Additionally they did not even give me 10 days like the letter said because I replied to the voicemail about an hour later and they had already denied my claim. I also got another letter dated the same date as the letter advising that I had 10 days to reply. saying that my claim had been denied and I was being held responsible. WHy send me a letter saying I had 10 days and not give me 10 days, I explained this and esclated to make a complaint with a supervisor and she told me that the case had been reopened and could take 30-60 days to re review. I got another letter dated for today XX/XX/XXXX advising that all my account with Citibank had been closed after a security review and everyother account I had with Citibank had been closed as well, not just this one. Then I get another email with a letter saying that my dispute again had been denied. Its fine that they closed the accounts and is their right to do so but its not ok to hold me responsible for valid fraud charges. I even filed a police report to verify that this was fraud

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 explanation