Consumer complaint received 2025-11-17 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: CA

Complaint narrative:
XX/XX/XXXX : First noticed fraudulent activities on my Citi XXXX XXXX ending in XXXX when Citi Fraud Alert Team called me, there were three charges in the amount of {$95.00} each for XXXX, as well as one charge of {$2.00} from XXXX. All charges were made in the XXXX XXXX XXXX. Citi later approved the XXXX charge of {$2.00} as fraudulent, but rejected the XXXX charges ( see below ) XX/XX/XXXX : Called Citi to report fraudulent activities ; they told me to stop using the XXXX card and they will send me a new card ( ending in XXXX ) in the mail, within 3-5 business days. 

XX/XX/XXXX : According to my phones call records, Citi attempted to call me twice on XX/XX/XXXX at XXXX and XXXX. I was unable to return their call on XX/XX/XXXX XX/XX/XXXX : I received a call from Citi at XXXX. I had continued monitoring the activities on my Citi Card using the Citi Mobile App and online website, and noticed there were seven more charges in the amounts of {$95.00} for XXXX made on XX/XX/XXXX. Therefore, I was not surprised they would call me. I recalled being told by the Citi representative that there appeared to be more fraudulent activities made on the new card, and they were going to turn off that card and issue me a new card. 

XX/XX/XXXX XX/XX/XXXX : I had received both the card ending in XXXX ( the card that had further charges on XX/XX/XXXX and XX/XX/XXXX ) and a card ending in XXXX ( current Citi card that I have been using ). I discarded the XXXX card. I continued seeing the ten charges of XXXX {$95.00} ( made on XX/XX/XXXX XX/XX/XXXX ) for a total amount of {$950.00} on my online transaction records as disputed. 

XX/XX/XXXX : I received notification of my new statement for the billing cycle ending on XX/XX/XXXX, which still showed the ten XXXX charges, plus an interest in the amount of {$61.00}, for the {$950.00} XXXX charges that I had disputed as fraudulent. I called Citi, and was told that the fraud investigator completed the investigation, and because they did not receive some information from me, they completed the investigation and deemed those activities not fraudulent. No one from Citi Fraud Dispute Department had reached out to me asking for additional information. During my call, I asked the representative to re-open my case and they asked me some questions about mobile wallet. I told them that I had put my original citi card ending in XXXX on my XXXX  XXXX  app, but did not do so with any of the new cards. The representative reassured me that they would re-open the case and fix the charges. A letter stating the same dated XX/XX/XXXX from Citi on the investigation outcome rejecting the fraudulent activity claim was subsequently received. 

XX/XX/XXXX : Called Citi again and checked on status, they claimed the investigator was still working on the case, no updates to the charges on my account of the re-opened case. 

XX/XX/XXXX : Called Citi again and checked on status, they claimed the investigator was still working on the case, no updates to the charges on my account. 

XX/XX/XXXX : Called Citi again re : status. Representative claimed the investigator had again rejected the fraudulent activity claims, citing that the disputed transaction ( s ) were made using your mobile device. A letter stating the same dated XX/XX/XXXX was subsequently received. I protested to the representative during the call, requesting to be connected directly with the investigator as I did not know what evidence they had to show that those charges were made on my mobile device. The representative claimed that an investigator would call me in 24-48 hours. 

XX/XX/XXXX : Did not receive call back from Citi fraud investigation. Called Citi again ; the representative told me that nothing had happened, the case did not appear to have been re-opened properly. They claimed that the case would be re-opened ( again!!! ) and someone from Citi will be in touch with me once a new investigator has been assigned. I did not have confidence that they would do anything about this.

My complaints : 1 ) Citi clearly agreed the {$95.00} XXXX charges were fraudulent initially, hence they closed my account and sent me a new card. I have not been presented with evidence that Citi later used to make the claim that disputed transaction ( s ) were made using your mobile device. I repeated told them that the charges were made in XXXX stores in the XXXX  area. I do not live in XXXX  and were not in that area when those charges were made.

2 ) Citi kept promising they would reopen the case but they never did, they kept delaying the dispute and just made up excuses. I told them in my last call that I was concerned this has been dragged out for close to two months, not sure if it has reached statutory limit on when I could file a complaint.

3 ) I am also concerned about the interests they charged on these disputed amounts ( I paid my balance in full otherwise, just not the amounts in dispute ), and this could negatively impact my credit score.

I had no idea how the cyber criminal was able to continue making purchases on the new Citi card, but this should not have been my responsibility as I had reported the initial fraudulent activities as soon as I was alerted. The pattern of the charges and geographic location do not support the claim that the charges were made on " my mobile device '' - I had not even received the card ending in XXXX when the seven new charges were made on XX/XX/XXXX. It does not flow logically that those activities were not fraudulent - why would I report the first three charges and continued to charge more on the new card that I had yet to receive?

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