CB Banks Citibank Service on a complaint made

Citibank review: Service on a complaint made

Tom Sampson of Gallatin, US

Sep 21, 2023 10:28 pm EDT

Verified customer

Featured review

About two months ago I had a change of over $400 on my account from Wayfair. It was a change that I did not make or authorize. I call the fraud department and was helped very quickly and requested and received a new credit card and they started the process of investigating. Several weeks after that a credit was issued on my card.

Now yesterday I received an email indicating I had a new communication. I looked at it today and it said that Wayfair had provided information that the change was legitimate, and my account was now being changed the over $400.

I called the fraud line and was told the same thing the letter said, and I was insistent they continue to research. They agreed.

My complaint is that once i got off the phone I looked at the information Wayfair sent to Citi's fraud department in their response and it gave the name of the person who made the order, their email address and IP address from the computer. In addition they said they had verification if was delivered to the address. Well it didn't take me long to see that the name on the order was not mine. The email address used was not may email address. The IP address of the computer was in a different state and to make matters worse the FedEx tracking number was listed and it was an address in Roseville Michigan. I live in Tennessee and have never lived or been to Roseville Michigan. I seems to me that if I can do this research very quickly that your fraud department should have been able to do this also and not just go on the fact that the merchant said it was legitimate.

Desired outcome: I would like my credit done immediately and I would also like to be debited 50,000 miles on my mileage account.

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