No. of Recommendations: 1
Nov 21, I got a text that there was a $250 charge with "card not present." I didn't recognize the store, and hadn't authorized the charge. Clear case of fraud.
So I called Citicards, using the number on the back of my card, and reported it. They cancelled the card and sent me a new one. I received the new card the next day.

However, a few days later, the bogus charge moved from "pending" to "posted," on the new account! I called, and the CSR said the charge was "under investigation," and it could take a week or two to resolve.

Nov 28, just to be safe, I tried to dispute the charge online. There's a down arrow next to each charge which, when selected, provides more info, and in the past included a link to dispute. The "dispute" option is no longer there, for any of my charges.
No problem, it's under investigation, therefore obviously disputed, right? Nope, when I go to the "Dispute Center" looking for status, that says there are no open disputes.
So, I contacted Citicards via chat, and the CSR said she'd flag it as disputed, and a credit would be issued in 3-5 business days.

Now (2 days later), the Dispute Center still shows no open disputes.

It really bothers me that:
- The charge is sitting there under "posted," along with all the legit charges. I think there should be 3 categories: pending, posted, and disputed.
- The dispute doesn't show up in the Dispute Center.
- The dispute option is no longer available in the drop-down menu under the charge.
- Different CSR's are giving different info.
- Citicards apparently paid the store anyway after I told them the charge was NOT authorized.

At every contact, Citicards gives the spiel that I should be assured I have zero liability, but I'm still annoyed. Why don't they just make it go away? What's going on? Have some anti-consumer laws passed recently? Last time I disputed anything was years ago, and it was simpler and easier that time around.
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Meh. Seems like the credit card companies timeframe is “weeks” like it always has. The difference is we spot the fraud as soon as it happens rather than reviewing the monthly statement in the mail. It doesn’t seem like their side has dramatically improved their pace, however.

My suggestion? Take a chill pill and let them work at their pace.

-Agg97
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No. of Recommendations: 2
Send a written dispute. It will still take weeks but at least you have protected your rights.
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Citi card is the worst when it comes to customer service and the only reason we keep it is because it's Costco. We let Citi card know we were traveling one year. Listed the three states we would be traveling in as Utah, Arizona, Nevada. We were just getting out of cell phone service for a week and received a call from Citi card asking about three charges on our card over several days made in Florida and Wisconsin!!!! We disputed the three charges as not ours and they had to send me a new card....but I wasn't going to be home for a month. What a pain that was because they would only mail it to the home address. Lost one of the only two cards I brought and since I'm the primary on the Citi card we couldn't get into DH's account. It was a total nightmare.

Long story short two of the charges fell off but the third one, a restaurant charge in Florida had not. I had to dispute it several times talking to multiple people at Citi card before I could get it off. Every time I called they could see the call long of my calls but the charge was not disputed! ARG!

KEEP ON TOP OF IT!

Good luck,

Utahtea
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Citi card is the worst when it comes to customer service ...

USAA is up there. I once ordered an Oreck upright vacuum cleaner, paid $600, and when I went to pick it up, the store was closed. Out of business. I contacted Oreck, who said their retailers are independent, and they couldn't do anything. So I contacted USAA, who asked for explanations and receipts multiple times, then after investigation said they couldn't issue a refund because they couldn't contact the merchant who was, for all I know, dead. We went back & forth for awhile, and they finally decided in my favor and issued the refund, but they made me jump through hoops when they should've had my back.

I stopped using the USAA card, except for recurring contributions to charities.

I might have to get an American Express card. They have an annual fee, but the cash back covers it, and they have great customer service.
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I might have to get an American Express card. They have an annual fee, but the cash back covers it, and they have great customer service.

I loved American Express when we had it free though Costco. They did have great customer service!

Utahtea
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No. of Recommendations: 4
Lost one of the only two cards I brought and since I'm the primary on the Citi card we couldn't get into DH's account. It was a total nightmare.

This is why on trips, my husband and I carry different credit cards that are issued by different banks.

We let Citi card know we were traveling one year.

My husband was in Toronto with his son for a few days. He didn't have phone service during the day while he didn't have access to the hotel wifi. I placed a travel notice on the card we use for out of country transactions. Fortunately, the bank texted me and not him. They had disabled the card because of transactions in Toronto. I was able to reactivate the card. What good is a travel notice if they shutdown the card for using it at the specified location?
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This is why on trips, my husband and I carry different credit cards that are issued by different banks

At that time DH and I carried one card each from different banks and our Citi cards which have different numbers. I couldn’t believe that we couldn’t get online for his account. I don’t remember having that issue with the American Express card. Since then we carry a third card when we travel in the US and a 4th when we cruise to other countries.

Utahtea
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No. of Recommendations: 5
Citi cards which have different numbers. I couldn’t believe that we couldn’t get online for his account.

Having different numbers isn't what matters - it's having completely different accounts. You said earlier I'm the primary on the Citi card we couldn't get into DH's account - which means that either DH's account was an authorized user account, or it was a joint account. In either case - there was a lost card tied to the account, which means that the entire account had the potential for fraudulent charges, so Citi locked the entire account down.

I don’t remember having that issue with the American Express card.

Are your American Express accounts tied together somehow? Or are they each your individual account?

Please note - another time that entire accounts can be shut down completely is when one spouse dies. If all accounts are joint, or the surviving spouse is only an authorized user on the accounts, the surviving spouse may not be able to use the credit card accounts. This is why each spouse should have their own individual accounts.

AJ
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Having different numbers isn't what matters - it's having completely different accounts. You said earlier I'm the primary on the Citi card we couldn't get into DH's account - which means that either DH's account was an authorized user account, or it was a joint account. In either case - there was a lost card tied to the account, which means that the entire account had the potential for fraudulent charges, so Citi locked the entire account down.

The American Express cards were though Costco and when they changed to Citi Card it was all done automatically though them so the way they are set up should be the same.

After we had to close my card to fraudulent charges, DH's card still worked but since we couldn't see his account, we couldn't tell if there was any fraudulent charges there too. They would not even give us the information on several calls we made. I have my secret questions, SS#, my cell phone number on record, etc...and they would not tell us anything. I couldn't even get the new number on my card which would have let me log in. If the card wasn't connected to Costco where we get such good rewards we would have cancelled the card then and there. If it happens again...bye bye Citi Card!

And yes, we've had to replace a B of A Mastercard because it was compromised and before it was even used the new number was compromised too!

Utahtea
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No. of Recommendations: 2
Update:
There's a $250 "security credit - item under investigation" with a posting date of Nov 22. So, the bogus charge was subtracted from my balance due before the end of the billing period. However, even though the date stated is 11/22, it didn't actually show up until over 2 weeks after that, during which time I called again and also used their online chat. After the credit appeared, I sent a letter, because my statement says I must notify them in writing within 60 days, otherwise they're not required to investigate.

So, looks OK so far, but I'm not happy about the timeline. The "security credit" should have appeared immediately after my 1st phone call.

Other oddities:
- When I go to the "dispute center," it states there are no disputed items.
- When I use the drop-down on individual charges, some show a "dispute" link, some don't. There doesn't seem to be any pattern.

I suppose at some point the temporary credit will stand as permanent.

Meanwhile, my guess is a lot of people are ordering stuff online now that turns out to be counterfeit or otherwise sub-par, and credit card companies have their hands full dealing with those disputes. Still.
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