Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4757499
Complaint Overview
Complaint ID: 4757499
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Washington
ZIP Code: 98012
Date Received: 2021-09-27T12:00:00-05:00
Date Sent to Company: 2021-09-27T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
19 fraudulent charges were made against my Citibank credit card on XXXX for XXXX ride-sharing services. I called Citibank on XXXX to dispute the charges and they cancelled my credit card over the phone. After two months, Citibank confirmed 16 of the 19 charges were fraudulent, but said the dispute I filed for the last three charges was denied and they determined I was responsible for the charges. I called again on XX/XX/XXXX to re-dispute the last three fraudulent charges that occurred on XXXX. The person I spoke to told me to email evidence I may have to support the claim that these were fraudulent charges to their security department at " XXXX '' and to write in the subject line " Attention : XXXX XXXX - Fraud Dispute for XXXX XXXX '', which I did. I sent screenshots of my XXXX history which shows I never used their service on XXXX and I sent screenshots of my other credit card transaction history, showing I was in a different state when the fraudulent charges took place. I never heard back from Citibank. I sent a follow-up email on XXXX to the same address asking for them to confirm they received my email on XX/XX/XXXX, but received no response from Citibank. I sent another follow-up email on XX/XX/XXXX to the same address, again, asking for them to confirm they received my prior two emails, but Citi did not send a response. I called Citibank on XX/XX/XXXX, spoke with a representative who told me they would credit my account for the last three fraudulent charges that took place on XXXX and the credit would affect my account in two business days. No credit was issued to my account by XX/XX/XXXX, so I called Citibank again. After being hung up on multiple times, I finally reached a stable representative. I asked about my dispute and that person said my dispute was denied ( again ) and she said that they never received my emails with the supporting evidence, showing the charges were fraudulent. I insisted that I sent them, she put me on hold, came back 5 minutes later and said they received my email on XXXX, but didn't receive the other emails I sent them. She said she could re-dispute the charges, but it would take at least 1-2 billing cycles to determine if the charges were fraudulent. I have been waiting almost four months for these fraudulent charges to be credited to my account, I've spent hours on the phone with Citibank, and I continue to reach people who barely speak English or simply hang up on me in the middle of the call. Is there any way someone at these offices can help me get my money back from Citibank?
Frequently Asked Questions
What is Complaint #4757499 about?
Complaint #4757499 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2021-09-27T12:00:00-05:00.
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 or prepaid 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.