Consumer complaint received 2025-06-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Im submitting my complaint against the Citi credit card company because they refuse to consider my case. My credit card information was stolen after I loaded my digital card onto my phone via XXXX XXXX. During this time, several payments were taken from my credit card throughout the year and unfortunately, I didnt catch it right away! On XX/XX/XXXX I opened a dispute with the Citi credit card after I finally found the big charge on my monthly statement for {$550.00} which I didn't do. During my conversation with the fraud department, additional charges were discovered that had been made from my card with the same XXXX company throughout the year for the total amount of {$1800.00}. The Citi credit card advised me to first call the XXXX to find out where these charges were coming from, which I did. They confirmed that I dont have an account or any business with them and that someone who has account in XXXX company was using my credit card information to pay bills! They couldnt provide me with that persons information ( though they know who XXXX was ) and send me back to my credit company to open a dispute. 

You can find below the XXXX charges that were made during the year from my account that were not authorized by me and the statements with highlighted information to support this are attached here as well. ( Exh. XXXX ) XXXX. XX/XX/XXXX - {$410.00} XXXX. XX/XX/XXXX - {$200.00} XXXX. XX/XX/XXXX - {$150.00} XXXX. XX/XX/XXXX - {$190.00} XXXX. XX/XX/XXXX - {$150.00} XXXX. XX/XX/XXXX - {$170.00} XXXX. XX/XX/XXXX - {$550.00} Total - {$1800.00} After I opened a dispute in XXXX XXXX Department, I was interviewed by the person who provided the Citi with the information that he received from me in wrong way. I told that I had an account with XXXX XXXX XXXX a long time ago in XXXX when I had a house in XXXX, OR but it has nothing to do with this case. Also, I declared that I have never used my credit card to pay my electric bills. For some reason the Citi card fraud department turned it around, that since I had an account with them, I was responsible for paying these bills. 
I was not satisfied with the work of the Citi XXXX department because their investigation process was very disorderly, and I want to lay down here the entire sequential process of my communication with them : XXXX. XX/XX/XXXX I opened a dispute over the phone XXXX. XX/XX/XXXX Citi send me letters only on XXXX transactions although there are XXXX of them : {$550.00} & {$170.00}. ( Exh. XXXX ) XXXX. XX/XX/XXXX I called to clarify why they closed this dispute and why I only received letters about XXXX charges. The Citi operator did not give a definite answer and said no worries and that they will continue the investigation. No changes or a response from them after this. 
XXXX. XX/XX/XXXX I called the Citi again to clarify why there was not any response. They told me that there had been no changes so far and advised me to put my situation in a letter and send it to Citi XXXX department by e-mail. 
XXXX. XX/XX/XXXX I wrote a letter and attached all the statements with charges and sent it to the email that the Citi XXXX Department provided me with. ( Exh. XXXX ) No response after that. 
XXXX. XX/XX/XXXX I called the Citi to confirm if they received my letter to reopen the dispute. The answer was that they received the letter w/attachments but nothing had been done yet. I later discovered that on XX/XX/XXXX they issued security credit on some charges. ( Exh. XXXX ) Again, it is not clear why only for a few and not for all charges. 
XXXX. XX/XX/XXXX I called to request credit refund for the {$390.00} that was deposited into my account and they sent me a check. ( Exh. XXXX ) I was told that the rest of the charges are still under investigation. 
XXXX. XX/XX/XXXX I noticed that the Citi had taken the amount {$390.00} back from my card and added it to my balance. ( Exh. XXXX ) The same day they reopened a dispute and said they would start a new investigation. 
XXXX. XX/XX/XXXX Citi issued a letter about XXXX transaction only of {$190.00} apologizing about a previous letter which I never received. ( Exh. XXXX ) XXXX. XX/XX/XXXX Citi sent a letter about XXXX transaction only of {$170.00} that due to the age of the charge, they cant obtain a credit. ( Exh. XXXX ) Nothing about other charges! 

I no longer see a reason to contact the Citi seeing how chaotically they conduct investigation and can not even combine all fraud transactions into XXXX dispute case, although they were all made from the same company! My account currently shows the XXXX last transactions were disputed on XX/XX/XXXX with customer responsibility while the following older transactions were disputed on XX/XX/XXXX with also no credit issued. ( Exh. XXXX ) Why the Citi divided these transactions has still remained unclear. At this moment I have not heard anything from the Citi other than they sent me a new bill to pay the balance on my credit card which in fact I am not responsible to pay. ( Exh. XXXX ) I believe the credit card company should treat its customers fairly and its time to fix it and get my money back. I requested the Citi credit card to start an investigation with the XXXX and make the person who stole my information accountable for these charges. The XXXX has this information, but they cant do anything until the Citi Card security department demands it. I am not sure if they contacted XXXX, but for some reason the Citi decided not to deal with it and simply stated that I was responsible for this. I also want to add that I am loyal and responsible customer who never had any delays on my payments, and I believe the credit card company should protect their client from fraud according to its policy. 
Should you have any questions contact me and thanks in advance for your consideration.

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