Credit card -- Problem with a purchase shown on your statement -- Complaint #8022021
Complaint Overview
Complaint ID: 8022021
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: Nevada
ZIP Code: 89117
Date Received: 2023-12-18T12:00:00-05:00
Date Sent to Company: 2023-12-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My credit card was stolen when there was a break-in in my apartment in XXXX XXXX XXXX NV on XX/XX/2023. The credit card was issued in the XXXX. It is a CITIBANK VISA credit card under Citibank N.A. bank. I already filed a case with the police and a detective is already investigating it. I contacted the credit card company on XX/XX/XXXX past XXXX XXXX, US time ( XX/XX/XXXX past XXXX XXXX, Philippine time ) to report the stolen credit card and there were already about 15 pending charges on my credit card. I received an email on XX/XX/2023 from the Citibank Fraud department in the XXXX saying that I am liable for the charges and that they won't be able to reverse the charges.They did not say in the letter what investigation they did. They just said, " We regret to inform you that since the following transaction/s occurred before the loss of the card was reported on XX/XX/203 at XXXX XXXX, we are unable to reverse the following transaction/s posted on your Citibank XXXX XXXX card in the total amount of XXXX XXXX. '' No investigation was done I believe based on their statement. They did not even say that they contacted the merchants to resolve the issue. There was no receipt/transaction or any document requested from the merchant. I called XXXX XXXX since the Citibank credit card that I have is a Visa card and the supervisor of XXXX XXXX did find in their system my Citibank Credit card account that was issued in the XXXX. I asked her about the XXXX XXXX XXXX XXXX that can be seen at XXXX XXXX XXXX She said that the issuer will be the one to explain it because it differs on each credit card issuer which I didn't get because it did not state that on their website that it would depend on the issuer of the credit card. XXXX Zero Liability is their regulation so it should be honored by all credit card issuer but apparently based on the supervisor 's statement, it sounded that the policy depended on the credit card issuer but why was that policy in their main website.
Frequently Asked Questions
What is Complaint #8022021 about?
Complaint #8022021 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 2023-12-18T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". 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.