topic Re: Disappointing Citi Fraud Response in Credit Cards

Disappointing Citi Fraud Response

MisterWives — Mon, 05 Oct 2020 14:10:21 GMT

I ended up finding a charge on my Citi Reward card for $15 and noticed it because I haven't used the card in a few months, so it was the only charge there for the month of September. It was for Spotify and after checking what credit card I had on file for my Spotify subscription, it didn't match as my Discover was the only one set as a payment method option.

I called up Spotify and they asked me if I recognized the email associated with the account that used my card and I didn't, so they said they would issue me a refund which they actually never did 2 weeks later but that's another disappointment.

Back to Citi, I after talking to Spotify went and contacted Citi to make them aware that the card was used for fraudulant activity confirmed by Spotify. I was hoping they would immediately go to some kind of fraud process, but I basically had to keep asking "so is there like a process for cards used for fraud" it took awhile to get there and they eventually ended up decided to send me a new card.

I received the new card and it's exactly the same as my previous card same 16 digit number, same expiration, same security code, so the perrson that stole the cards info could still use it again then since the info is the exact same.

Is this how it normally is when fraud charges are made on a credit card I feel like Citi dropped the ball and Spotify honestly too?

Re: Disappointing Citi Fraud Response

Brian_Earl_Spilner — Sun, 04 Oct 2020 22:56:58 GMT

The card should have been closed and a new number issued. History would be transferred over and a fraud investigation would start. If they find fraud, you're not liable. If they don't believe there's fraud, you will be responsible for the charge. Sounds like all they did was send you a replacement card.

Re: Disappointing Citi Fraud Response

Loquat — Sun, 04 Oct 2020 23:53:22 GMT

That's interesting. Usually Citi is pretty good about taking care of such things. I would call and ask for a new card or if you truly want to eliminate the possibility of getting the exact same card again, then report your card as lost and let them issue you a new number with a new expiration and CVV.

Sucks that you have to do it this way but no one wants to worry about random charges. I would have suggested locking the card but merchants like Spotify, Hulu, Netflix all usually come through as recurring charges and most card locks still allow such charges to come through.

I really wish they'd stop doing this but most lenders operate in this manner. To me, a locked card should be a locked card...meaning no charge should be allowed to post, recurring or otherwise.

Re: Disappointing Citi Fraud Response

TSlop — Sun, 04 Oct 2020 23:58:41 GMT

I did a fraud complaint last month with BoA. They immediately credited the money back ($12) and it showed on my account pretty quickly. I opted not to have a new card sent. It could have been a legitimate purchase, because I was at that specific vendor in January, but I don't remember how I paid, and I certainly didn't go there in August when the charge appeared. I did have to call twice, since the first time they suggested I wait until it posts from pending to see if more information about the charge appears (such as if the transaction date was January). It wasn't, so I called back, and they credited it back right away with zero issues. Overall, I was satisfied with the process.

Re: Disappointing Citi Fraud Response

MisterWives — Mon, 05 Oct 2020 14:03:12 GMT

@TSlop wrote:
I did a fraud complaint last month with BoA. They immediately credited the money back ($12) and it showed on my account pretty quickly. I opted not to have a new card sent. It could have been a legitimate purchase, because I was at that specific vendor in January, but I don't remember how I paid, and I certainly didn't go there in August when the charge appeared. I did have to call twice, since the first time they suggested I wait until it posts from pending to see if more information about the charge appears (such as if the transaction date was January). It wasn't, so I called back, and they credited it back right away with zero issues. Overall, I was satisfied with the process.

I ended up having to file a dispute as Spotify never did refund me and I didn't care about going through the whole process again of explaining the issue, waiting for them to say they will refund me, then not refund again. Citi did immediately credit me the money back after filing the dispute while they did their investigation. Only took say a day or two for them to close it out saying the merchant agreed or something and the refund was permeant.