Credit card -- Problem with a purchase shown on your statement -- Complaint #9986264
Complaint Overview
Complaint ID: 9986264
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: Credit card company isn't resolving a dispute about a purchase on your statement
State: California
ZIP Code: 94116
Date Received: 2024-08-29T12:00:00-05:00
Date Sent to Company: 2024-08-29T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I looked at my Citibank Double Cash card on XX/XX/ 2024, and I found a long list of unauthorized charges beginning on XX/XX/XXXX, total up to between {$1000.00} - {$1600.00}. I logged into my Citibank app and reported my card lost/stolen immediately, and flagged all the fraudulent charges to Citibank. Because some of the charges were still pending and did not have a dispute charge button for me to click on, I called into Citibanks fraud department on Tuesday, XX/XX/XXXX at XXXX PST and spoke to a fraud specialist to ensure that all unauthorized charges would be marked as fraudulent. As I was waiting for their decision, Citibanks fraud department called me back and asked me a series of questions again about my charges ( I do not remember the date of this call ). The fraud specialist ensured that I would not be liable for any of charges during the investigation period. Today, XX/XX/2024 at XXXX PST, I checked for an update on my fraud charges, only to see that Citibank decided that I would be liable for almost every single unauthorized charge ( a few more charges are still under investigation ). I called XXXX to protest this decision, but the fraud specialist said that the appeals department opens at XXXX PST, and I would need to call back then. I am beyond upset with Citibanks decision because I do not think they did a proper investigation of these fraudulent charges on my credit card. I lost my physical card in XXXX XXXXXXXX XXXX on XX/XX/2024. When I click on the fraudulent transactions within the app, almost all transactions were purchased in-store in XXXX XXXX XXXX between XX/XX/XXXX - XX/XX/2024. This is impossible because I was physically in XXXX XXXX from XX/XX/XXXX - XX/XX/2024, and in XXXX XXXX XXXX from XXXX XXXX, 2024 - XX/XX/2024. In addition, I made an in-store purchase in XXXXXXXX XXXX XXXX on XX/XX/XXXX, so the charges that I marked as fraudulent on my Citibank Double Cash Card are 100 % NOT made by me.
Frequently Asked Questions
What is Complaint #9986264 about?
Complaint #9986264 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 2024-08-29T12:00:00-05:00.
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.