Consumer complaint received 2025-07-22 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXXMy mail was stolen including my shop your way XXXX. Mine and a few others I have as authorized users. While I was in the hospital dealing with a XXXX  in the family I got a text asking if a charge was me which it wasnt because I was XXXX  hrs away , so I said no. I expected it to freeze my card but it didnt. I didnt realize till later when I seen my card was used successfully multiple times . I also discovered that they made an online account somehow that was linked with my account in a whole different name not associated with my account . They had access to my online account to the point of using my saved bank card to make payments to the shop your way XXXX. Im guessing to keep an open balance. I called to get it frozen. Then said they would do an investigation and get back to me. And they would issue me a new card etc. I asked them to completely delete my online account because they somehow got access. They said they would but cant until the investigation is over. After a few months not hearing anything back I reached out , the person I talked a manager said there was no record of any of that and that the other workers basically failed at their job because those fraud charges werent even flagged so we went through them and reflagged them, she said I would hear back soon that she was sending it to the fraud department. Again I still havent heard anything and keep getting the run around when I call. I dont know what to do at this point, they closed my account for no reason, made my credit go bad, havent removed the fraud, they keep charging me late fees even though my account is closed and the manager said those would be removed . My account balance is almost at XXXX  might be over now, when it was I little over XXXX  before the fraud. Date of fraud are below XXXX XXXX XXXX XXXX XXXXPayments I didnt make they made using my saved debit card. XXXX XXXX XXXX XXXX XXXXI received an email saying I requested a limit increase, another one to change my phone number or add an extra authorization. None of that was me. This shouldnt have been able to be done. The company failed to protect my account. XXXXI also got an email about fraud alert in XXXX for the card names XXXX XXXX. He had XXXX  access to the account or the card . XXXXI also got on on XXXX for the same card. XXXXI was in the hospital dealing with a family member XXXX  during all this I thought me replying to the text saying no it wasnt me would freeze the card . I didnt see these emails till after coming home a month later almost . XXXXWhen my account was first found with fraud I tried to call and get an update from the fraud department but the agent said they cant even find my account all I had was my social, I didnt have access to my card because it was stolen. They gave me major issues. And its having a huge affect on my credit .'

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