Credit card -- Problem with a purchase shown on your statement -- Complaint #10404794
Complaint Overview
Complaint ID: 10404794
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: California
ZIP Code: 91709
Date Received: 2024-10-09T12:00:00-05:00
Date Sent to Company: 2024-10-09T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I received an email from a merchant ( XXXXXXXX XXXX XXXXXXXX XXXX ) for a purchase of {$140.00} I did not make. I immediately got on the phone with Citi, the issuer of my Best Buy VISA card, and let them know of the fraudulent charge. While I was on the phone with the representative, they informed me that my card was being used again, fraudulently, as I was speaking with them. They immediately closed my card and issued a new one. After an investigation, Citi issued a credit for the fraudulent charge a week later, on XX/XX/XXXX. On XX/XX/XXXX, Citi reinstated the charge, ( later ) citing the merchant 's evidence of this being a legitimate charge. I have not received this evidence, but was told it was coming to me in the mail. Regardless of the so-called evidence, it was a charge that was not made by me. As I explained to the Citi representatives, I was on the phone with them while another fraudulent charge was being made. Additionally, I had multiple previous fraud attempts, a few days prior, on cards from a different issuer ( XXXX ), including XXXX for the same merchant ( XXXX XXXX XXXXXXXX XXXX ). XXXX correctly, and immediately, recognized these transactions as fraudulent and resolved them without me having to take further action. With Citi, I had to initially wait for over a week for an " investigation '' to complete before I was credited back the {$140.00} charge. Then nearly a month later I'm blindsided by seeing that very same charge reinstated in my account, without any formal communication from Citi as to why. I had to call them to learn that the merchant disputed my original claim, and I still have yet to receive any documentation whatsoever. I understand that banks will have different policies and procedures when dealing with fraud. I'll admit that I have limited understanding on how banks are regulated in this regard. However, the stark difference between how XXXX and Citi handle the same case shows the difference between pro-consumer and anti-consumer corporate behavior. I've already spent several hours of my time with Citi over one simple, clear-cut case of fraud. And I still sit here waiting, frustrated and angry, for Citi 's justification of their enablement of credit card fraud.
Frequently Asked Questions
What is Complaint #10404794 about?
Complaint #10404794 was filed against Citibank, N.A. regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2024-10-09T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.