re: Citi is still awful (2 years later update pg. 3)

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Citi called my wife this morning to grill her with the same questions.

Have you ever loaned your card? No.
Have you asked your husband about his purchases? Yes.
What did he say? He says he didn't make the purchase.
So you don't think he did it? No! I've already answered these questions.
We just need to make sure nothing has changed.

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honestly, I've never seen anything like this

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They seem pretty locked in on us. They did tell her that a digital wallet was used. Should we be thinking identity theft?

They gave her 4 digits of a google pay account and neither of ours matches.

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Have you spoken with anyone that seems to be in the United States?

Investigations take time... but that level of "customer service" would have me looking for a new bank.

After this:

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Citi called my wife this morning to grill her with the same questions.
Have you ever loaned your card? No.
Have you asked your husband about his purchases? Yes.
What did he say? He says he didn't make the purchase.

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And ESPECIALLY this:

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So you don't think he did it? No! I've already answered these questions.

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Then most certainly this:

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I would call them back and escalate it, this seems to be bordering on harrassment. Unleash your Karen mode

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I’ve had multiple cards from multiple banks compromised over the years. And although I really work to maintain my composure in every situation and not fly off the handle, even I would go full blown redneck/ghetto/barrio/bayou on anyone who would dare to ask that question.

Yep, get a manager (who speaks English) on the phone, get his/her name, get it straight and then follow up with a certified letter. I feel for ya man.

lol these motherfrickers finished their "investigation" and have concluded that we owe the money!

We've been with Citi for many years, we run $30-50k through this card year in and year out, and pay it off in full every single month. And now they're trying to frick us over like this.

They didn't even have the balls to call us, they just mailed a letter basically saying "frick you".

Well frick CITI! I'll be damned if they ever earn another dime off me or my family, and I will do everything in my power to make this the most expensive $1,500 they ever fricked someone out of. I'm going to burn through more than that in wages paid to their useless fricking reps with all the time they're going to spend dealing with me.

What's the most expensive way to rack up charges on a toll free number? Wait until someone answers, hang up and repeat? Or just stay on the line as long as possible?


Edit more details:

The charge was to Microsoft*Store, so during their "investigation" of US they asked if we have ever bought any Microsoft products. Like who the frick hasn't? THEY TOOK THAT AS AN ADMISSION THAT WE MADE THIS PURCHASE. We even told them we have never bought anything directly from Microsoft, we have never given them our card number. They didn't even fricking try to conduct an investigation.

frick those chickenshit motherfrickers.

Yeah. I don't care if it's $1,500 or $15, do they just expect us to pay it and go on with our lives? Not happening. I'm not some big shot or a master negotiator, but what I am is loud as frick until they do what's right.

Like another poster said,

Karen Mode OFF [ON]

Had same issue with Citi, took six months and will never use their products again

Might want to clarify your thread title...

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lol these motherfrickers finished their "investigation" and have concluded that we owe the money!

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I was hoping that you’d tell us about the outcome. But that’s certainly not the one I expected.

What’s the highest ranking person that you’ve spoken to so far? This is just bizarre!

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What’s the highest ranking person that you’ve spoken to so far?

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I don't know, but I have a feeling I'm going to learn all about their hierarchy before this is resolved. I don't even talk to the first person who answers anymore, I just tell them to escalate me to someone who can deal with irate customers.

They're trying to brush us off, telling us we have to deal with the merchant to pursue it further. I'm pretty sure the merchant is not even Microsoft, because I believe real Microsoft charges appear in all caps like MICROSOFT*STORE, while this charge is Microsoft*Store. They've seemingly made no attempt whatsoever to resolve this.

And as a reminder, Citi themselves flagged the charge as likely fraud via the mobile app, and we followed up within minutes to report/dispute the charge. So they knew it was suspect, but they paid the thief anyway. They knew they fricked up, and apparently their policy when a customer calls in is to ask dozens of questions about prior dealings with the merchant so that they can wipe their hands of it, even though the charge very likely didn't even go through the merchant that it looks like.


Sorry for all the rants, but I hope that by doing so I am saving someone else the trouble in the future. We will continue pursuing every angle on this, including the link posted above (thanks TigerGrl), and I'll be sure to update when it's all over.

So after our last interaction, the rep stated that she would request that the fraud dept reopen the case. After being pressed about it, she would not say that it would be reopened, only that she would request it. The wife called them today and they said that they had already reopened the case, determined that it was fraud, and closed it again. They said they could not put that in writing at this time, but they assured us that it was done and we should see the charge removed in 3 to 5 days.

So now after this whole fiasco, all I can think is that 3-5 days puts us suspiciously close to that 10 day timeframe mentioned a few posts up, and that they're trying to run out the clock. I hope I'm wrong.