Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #5861595
Complaint Overview
Complaint ID: 5861595
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: Wisconsin
ZIP Code: 53218
Date Received: 2022-08-09T12:00:00-05:00
Date Sent to Company: 2022-08-09T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am an accountant for a small company. The credit card that is in the president of the company 's name fell victim to a compromise of the credit card information. It is believed, as has been reported by many people in the neighborhood of his residence, there was a skimmer on a pump at the local gas station. We received an alert from CITI bank that the card had fraudulent charges on it. At that time, they cancelled the card and sent a new one. We then continued to receive fraudulent charges. CITI then told us they would cancel the new card and turn off " automatic biller '' on their end and we disputed the charges. According to them, automatic biller is their authorization to automatically update to new card information if one has common reoccurring charges to a business. At this same moment, I was also granted " admin '' status to speak directly to CITI on behalf of the primary card holder. The very next day we received more fraudulent charges. I called to speak with CITI and to dispute the new charges. We went through every single charge and they marked them in dispute. The very next day we received more charges. I called in with the primary and they again told us " automatic biller '' wasn't turned off, that they would turn it off, and they would cancel the current card and send yet another new one. This has been going on for weeks. In total, we were told they turned off " automatic biller '' 3 times. We've received XXXX new cards. We received an new fraudulent charge today and I attempted to call to report it today. Today they told me that as an " admin '' they could not talk to me regarding disputed charges and that they could only talk to the " primary ''. CITI XXXX department has completely bumbled this whole thing. The scammer has racked up {$1500.00} worth of charges and it continues to climb as CITI has continued to fail. We were also told, despite CITI being in total fault due to their negligence in handling the compromised account, that they were most likely not going to refund the fraudulent charges they helped create. Nothing about how CITI has handled this incident should in any way be acceptable.
Frequently Asked Questions
What is Complaint #5861595 about?
Complaint #5861595 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 2022-08-09T12:00:00-05:00.
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 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.