I’ve been dealing with fraudulent charges on my card for months now, and in the meantime I’ve had to make payments on this balance. I had a similar issue once with Discover and they corrected it immediately. With Citi, it’s been a months-long ordeal. Finally they sent me a letter showing a scribbled signature on a receipt (not mine of course), and told me they would not be refunding my charges. Here’s what I sent them:
I have emailed several times regarding the charges on my card ending xxxx. I am very unhappy with the customer service provided thus far. I have only received responses regarding the smaller of the two fraudulent charges on this card, and the response I received was that you deemed the charge valid. Allow me to explain the nature of this fraud:
1) I haven’t used this card since April 2009; in fact, it has been put away inside a box in a drawer since that time.
2) In May 2009 two charges appeared from some place in Spain that appears to be a furniture store, after some searching on the internet: $xxx.xx and $xx.xx; these were accompanied by a foreign transaction fee of $xx.xx and a finance charge of $x.xx.
3) I was not in Spain at the time; I was in Indiana. This can be corroborated by evidence of passport stamps, plane tickets and activity on my other Citi card which clearly shows charges on the date in question – 5/23/09 – in Indiana.
4) In a letter I received detailing your determination that the charges were indeed valid because there was a signature, said signature is a) not my signature, and b) as previously stated, I was not in Spain, and therefore it would be physically impossible to sign a receipt.
Given the clear and plain nature of this fraud, I am requesting an appeal of your decision and that you:
1) Immediately freeze this account and issue a new card in order to prevent further fraud (I was never given notice you would be doing this)
2) Refund all charges listed above, in addition to the subsequent payments I have made on this balance.
Thank you for your attention to this issue.
What do you think? Strong enough? Too angry-sounding? Maybe it only sounds angry in my head, because I am actually pretty angry about this.