Consumer complaint received 2025-11-01 00:00:00
Product: Credit card — Store credit 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: VA

Complaint narrative:
CFPB Complaint Narrative Citi Retail Services / Home Depot Credit Services Case # : XXXX | Account Ending : XXXX I am filing this complaint because Citi Retail Services ( Home Depot Credit Services ) failed to properly investigate or resolve a verified case of financial fraud. 

The fraudulent purchases were made by XXXX XXXX, who misrepresented himself as my business partner through a fake company structure XXXX XXXX XXXX XXXX XXXX to gain unauthorized access to business credit. He used the card for personal expenses disguised as company purchases. 

I was out of state during the time of all transactions, with hotel receipts and employment records verifying that I was not present, did not possess the card, and made no purchases. I did not receive, see, or use a single item or service obtained through this account. 

Citi denied my fraud claim based on the assertion that the chip card was used ; therefore, the cardholder is responsible. This determination is both legally and factually incorrect. Regulation Z ( 12 CFR 1026.13 ) requires a good-faith investigation, and chip-card use does not constitute proof of authorization. Citi failed to verify merchant records, review documentation, or consider my verified absence.

The account was temporarily credited {$410.00}, then reversed to a {$7400.00} balance despite no evidence of legitimate authorization or business activity. Citis refusal to uphold the credit violated procedural requirements for billing-error investigations and ignored substantial proof of fraud.

This was not a misunderstanding or partnership dispute it was a deliberate, structured scheme. XXXX XXXX fabricated a business to obtain credit, promising roofing contracts, materials, and customers that never existed. The business generated no income ; all debt fell under my personal credit, and all purchases benefited him personally. 

To confirm the criminal nature of this activity, I consulted with Commonwealths Attorney XXXX XXXX XXXX, who is currently overseeing XXXX XXXX XXXX XXXX  case ( XXXX XXXX XXXX XXXX Case # XXXX ) and is familiar with him from prior financial-crime and domestic-support cases. After reviewing my evidence, she confirmed that his conduct meets the legal threshold for felony financial fraud and advised me to file formal charges. Law enforcement has directed that this report be filed in person due to the felony-level amount involved. 

Under Virginia law, this conduct constitutes : Embezzlement ( VA Code 18.2-111 ) Conversion of entrusted funds for personal use.

Credit Card Fraud/ Theft ( VA Code 18.2-195 ) Obtaining goods or services through unauthorized use of issued credit.

Obtaining Money by False Pretenses ( VA Code 18.2-178 ) Misrepresentation of business legitimacy to acquire funds or credit.

I am requesting that the CFPB require Citi Retail Services to reopen and properly reinvestigate this case, restore the fraud credit that was improperly reversed, and provide all supporting documentation used to deny my claim ( merchant receipts, POS data, and authorization records ).

Attached documentation includes transaction records, communications, proof of my out-of-state location, and law-enforcement correspondence confirming this as part of an active criminal investigation.

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 explanation