Consumer complaint received 2025-01-26 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 summary has already been deleted when I tried to submit it on two occasions, so this will be as concise as possible given time constraints. Fingers crossed it goes through this time! 

In XX/XX/XXXX I received a paper statement from Citibank XXXX XXXX ( ending in XXXX ) for {$3700.00} worth of charges on a fraudulent mastercard opened in my name. When I called Citibank to report this, the representative looked up the account and confirmed the amount due on the XXXX. I then informed that representative that I was not aware of this card and never opened it and asked if he could see any specifics on the charges. He informed me the charges looked like they were related " to travel or a " travel agency. '' He then informed me the card had been " closed. '' I said, how is that possible? He then, again verified the card account was closed, and suggested I call the Security Department in order to have the card re-opened to " investigate all charges since XXXX opening and closing the card. '' Naturally, this sounded crazy to me, because I could not believe the card was opened in XXXX. 

Here is what I know : In XX/XX/XXXX I closed a different citibank simplicity card ( ending in XXXX ) when I was notified of fraudulent use of the card. From what I've been able to piece together on my end, it may be that the same thief who fraudulently used that card then opened the mastercard now in question and apparently now " closed, '' even though said XXXX has a current ( XX/XX/XXXX ) balance of {$3700.00}. 
It was very, very difficult, and continues to be difficult to work with Citibank to resolve this case of identity theft fraud. I have called the company multiple times over the past 5 months that I have been working to resolve this case and Citibank only called me once in XXXX ( I became aware of the fraud in XX/XX/XXXX, and have still not been made whole at the end of XXXX ). When I returned the call I received in XXXX, I was told I was calling the incorrect department and after raising his voice at me, the representative hung up on me. 
The multiple other times I've tried to work with Citibank to resolve this crime, I am transferred to representatives overseas, typically on a very scratchy, poor quality phone line/ connection to persons that are very difficult to understand. There typically was a long delay when trying to explain the situation, and on most calls, the representatives found it difficult to understand what I was saying, and transferred me to incorrect departments where no one was able to provide any information or details on my case. To this day, I have still not been told for what the charges were made, from where or when. Citibank refuses to share this information with me. 

However, my personal checking records indicate Citibank has been accepting autopayments for approximately 15 months on this fraudulent mastercard account they have repeatedly told me they closed ( XX/XX/XXXX through XX/XX/XXXX ), to the tune of roughly {$1500.00}. How do I know this? When Citibank refused to help me with this case of identity theft and fraud, I called XXXX XXXX  after I discovered monthly autopayments that Citibank withdrew from my personal checking account for a " closed card. '' Yes, you read that correctly. The first question a XXXX XXXX  representative asked me when I called her to confirm the fraudulent autopayments is " XXXX XXXX, do you know why Citibank was accepting autopayments on a card they say is closed? '' I had no answer for why Citibank would do such a thing. 

The present situation is as follows : I received a letter from Citibank dated XX/XX/XXXX, which I have attached with this submission that states they have determined that I am responsible for the identity theft and fraudulent card opened in my name. 

Never have I been provided any explanation about the identity theft or fraudulent card because I guess it is easier for them to make a request I pay for the fraudulent card charges even though the card has been closed, so the charges do not make any sense. 

Needless to say, I will not be paying for the theft that was committed against me and while exceptionally sad I needed to hire a lawyer to represent me in this matter in which Citibank refuses to resolve. 

While I know very little about the details of this fraud, it is not difficult to surmise this may be the same thief who made the fraud charge at the XXXX XXXX in XX/XX/XXXX, since the accounts seem to be linked. However, it is not my job to guess or solve a crime committed against me about which Citibank does not want to work with me to resolve. 

I will also share I have been an excellent customer and cardholder for the duration of my relationship with Citibank, which started in XXXX with my XXXX XXXX XXXX, the one and only Citibank card I have used since XX/XX/XXXX. I have made timely payments since then, and I guess this is the way they want to thank me for being such a good customer for almost two decades?

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