Consumer complaint received 2025-07-06 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: NH

Complaint narrative:
On Saturday, XX/XX/year>, I noticed two unauthorized charges of {$870.00} each on my credit card ending XXXX. I immediately called Citi to report the fraudulent activity. During the call, I confirmed that I still had the card in my possession and that no one else was authorized to use it. The representative assured me that the credit card would be canceled and that a replacement would be sent via XXXX 

However, I did not receive the replacement card. 

On Monday, XX/XX/XXXX, I received another email from Citi showing three charges of {$870.00}, all from '' XXXX XXXX XXXX. '' I called Citi again and explained that I had already reported two fraudulent transactions and that the card should have been canceled on XX/XX/XXXX. I was disturbed to see a third transaction posted after the cancellation date. 

The email also asked me to choose between XXXX options : XXXX " I recognize all transactions '' XXXX " I recognize some of these transactions '' There was no option to indicate that I do not recognize any of the transactions, which would be the truthful and appropriate response in my case. This lack of a third option felt like an attempt to pressure me into accepting liability for fraudulent charges. 

When I called Citi again, I asked how a charge could occur after my credit card was cancelled. I did not receive a clear explanation, and the person seemed upset that I asked the question.. I also mentioned that I had not received the replacement card as promised. The representative said another card would be sent and gave me a number to call once I received the card, because the card had to be canceled. 

On XX/XX/XXXX, I received the new credit card and called the number I was given to report its arrival. I reiterated that the card was supposed to be canceled. The representative asked me to hold, but after several minutes, the call disconnected. I called back and reached the same person, but the call was disconnected again after I was placed on hold. 

On XX/XX/XXXX, I received yet another email from Citi asking me about fraudulent transactions. Once again, I was only given two inadequate options, neither of which reflected the reality of my situation. This is the second time Citi has asked me to effectively admit responsibility for at least one of the fraudulent charges. This approach feels deceptive and, frankly, insulting. Why is there no option to declare that none of the transactions are recognized? 

On or around XX/XX/XXXX, I called the number I had been given in my previous calls. After discussing the situation again, I was transferred to another department. The representative there seemed to understand my issue and said she would resolve it. When I asked for her direct number in case I needed to follow up, she ironically gave me the same number that had transferred me to her in the first place. Unbelievable! 

Finally, on XX/XX/XXXX, I called Citi to report that I had been locked out of my online account. I wanted to review the non-fraudulent charges to make a payment, excluding the fraudulent charges. The representative said he couldn't help me regain access but offered to process a payment using my bank account. At that point, I processed a {$1100.00} payment to my Citi card. 

I can not imagine I am the only customer struggling to get clearly fraudulent charges removed. 

I am requesting the following : XXXX. Immediate removal of the three fraudulent charges from my account. 

XXXX. A clear explanation of how a transaction could be processed after the card was supposedly canceled. 

XXXX. A clear explanation of why my bank account was charged {$1700.00} for the fraudulent charges in question, when even Citi 's website states : " Youre not liable for unauthorized purchases When unauthorized transactions on your Citi consumer debit or credit cards are promptly reported, you wont be held responsible for those purchases ''. 

The only communication I have received from Citi is when I was asked to review the fraudulent charges, and an email I received on XX/XX/year> from Citi stating that I didn't have to pay for the disputed charges while they are going through the investigative process. Well, then, they charged my bank account for the fraudulent charges. Does that mean the investigation has been completed, and I have not been notified, or allowed to confront the company involved? 

I have been a Citi credit card customer for XXXX years. I have never missed a payment and, in fact, usually pay well in advance of the due date. I have had to file complaints in the past when I was charged for subscriptions and things I didn't order, but this time it was handled very differently. I am XXXX y/o, and they know how old I am, and thinking about Citi 's deceptive effort to have me acknowledge responsibility for the fraudulent charges leaves me to believe they think I am an addled old man and will pay the fraudulent charges. 

XXXX XXXX

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