Dispute with Citibank

John on 12/11/2008 - 11:07

Hey guys,

I just wanna know if anyone here have ever claimed a dispute with Citibank? I've been dealing with them over a month now but the progress is really show. They told me to wait another 6 weeks (?!).

Basically, I was hacked $8000 from my 2 weeks old credit card that's not even stolen/lost. I only used it twice online, which was through paypal and buying ticket from Jetstar, atleast reliable security. How it got hacked, I pretty much don't understand how.

But I'm so fed up with Citibank as I can only deal with them via telephone (they don't do this kind of services in branch). They always redirect me to international line, that apart from this annoying robot-like accent, is also very hard for me to explain/ask things over the phone.

I have the $0 annual fee Platinum Card. But after this dispute is over I don't think I would come back to Citibank. For such a big company, their service is very very bad and slow.

Anyway, can anyone who had experience with them, please enlighten me with some hope or feedback?

Cheers :)

General Discussion

Comments

  • punter1 on 12/11/2008 - 13:39

    so, what did the hacker spend on ur cc ?

  • John on 12/11/2008 - 13:44

    Let me see.. I got 6 transactions with Virgin Mobile (total $600), some Synergy transactions (only a couple bucks).. the major one was with Cicero ($1000), Empire Rose ($1000), and Hilti Au ($4500).. and two more with Carburattor Exch and Mancini totalling $500.

    Kinda annoying because I would expect Citibank would call me to check if I had authorized some of these transactions as I don't normally spend over $500. I had to found out 1 week later when I couldn't use my cc, at which time it was too late to cancel my cc since it's already over limit.

    Anyone has experience on this?

  • punter1 on 12/11/2008 - 14:00

    long time ago, my gm westpac card was used by some1 to pay his $70+ onetel mobile account. it turned out to be an indian, as westpac sent me the copy of the transaction after I called them, they reversed the transaction not long after that.

    I am pretty sure u wont be liable for all those unauthorized transactions.

  • John on 12/11/2008 - 14:05

    I hope so too. It just worried me sick to know I have an outstanding balance of $8000 in my cc. Plus Citibank wants me to pay the amount first, then they will credit the successful disputes. I told them I haven't got that much money to spare. So I have to bare with them charging me with 20%ish interests for the next 6 weeks.. they said the interest and overlimit fee will be adjusted when dispute is finalized.. hope they do as they said over the phone.

  • scotty on 12/11/2008 - 14:30

    Ouch.

    I have never had experience w/ fraud transactions with my credit card (count myself lucky).

    I used to have a NAB card, and once they detected some suspicious activity (some transaction over the Internet), they rang me up to tell me about it, cancelled my card number on the spot, and dispatched a new card to me. I still have no idea what exactly happened but I am glad that they have looked after their customers…

    • John on 12/11/2008 - 14:38

      Yeah I would expect the same kind of treatment from Citibank. But obviously they aren't looking after their customers well enough. :(

      Now I understand why I should pay an annual fee and turn to my local bank instead. Atleast they provide better service - and have a branch that you can come into.

      With Citibank, the paperwork itself took almost 1 month. I had to wait 1 week for them to send me a statement, then call for a dispute, then wait another week for them to send me letters of dispute, then I have to send it back to them which is going to take 1 more week….. pfffttttt…

  • cacbm on 12/11/2008 - 14:37

    I have a BankWest credit card and have had it for years.

    They detected that some one in the US has fraudulently used my credit card for about $1500. They called me and asked me and cancelled the card straight away. I received a replacement (new) card a couple of days later.

  • Natt on 12/11/2008 - 16:29

    I can't see why they would ask you to pay the bill

    Citibank much much noise about thier fraud protection - they should put their money where there mouth is

    Its incredibly easy to generate a CC number - so its unlikely to be something you have done

  • mawinmawin on 12/11/2008 - 20:21

    Have you gone to police?. With tracks left all over (like virgin mobile) i think police can track the culprit quite easily.

  • chichi on 12/11/2008 - 22:07

    About a month ago someone managed to get my credit card details from a transaction on an online beading shop in America I had purchased from months before. I found out because ANZ phoned me to ask if I had used my credit card that day (I hadn't). They said the transaction was for $1 but it somehow caught their attention and they immediately put a stop on my card.

    Good luck closing your credit card account with citibank - took me a month after speaking to half a dozen people. They didn't even want to give me a closing balance so I could pay it off. I ended up guessing and I had to get a refund from them because I had overpaid them - took me weeks to get the refund too.

  • Noslee on 12/11/2008 - 23:26
    +1

    Sorry to hear about this, I have been with Citibank for over a year now and haven't had any problems with it. I can show you a few tips as I work in internet security company and deal with threats such as phishing and malware daily.
    Its your PC who betrays you, most spyware/malware get installed and hidden in your PC until you visit known sites and make transaction, when you log into your bank/cc account, generally they log you keystrokes and to an extent take screenshots and mail the info out via internet port. that's why no matter how new your card is you are still exposed.

    My advise is to have Anti-Virus installed such as Avira or AVG for free, and Kaspersky for commercial paid solution. Forget about big brand like Norton, McAfee, etc. They are really poor products. Even so, with these old signature based solution, my team always finds several new malware that are new and undetected.

    My second advise is to scramble your login details, instead of keying each number and password straight in, you randomly type and slowing cut and paste or reconstruct your cc# and password for login screens or during transaction. I understand it will take some time to get used to it but what you get is peace of mind.

    My last advise, stay away from Windows. I run my home with mac's, you just get 0 virus, well at least for now :P until hacker caught up.

    *ps, I don't work in any of the companies mentioned above.

    • scotty on 12/11/2008 - 23:53

      … Or install VMWare/VirtualBox, install an up-to-date Ubuntu on top, and only use it to make purchases online.

      • Noslee on 13/11/2008 - 00:01

        hehe, shopping becomes ohh so robotic…

        and to John, most banks have their cc dept completely separated from their walk-in branches and are likely to dealt with on the phone as well. Sorry couldn't help further.

        • [Deactivated] on 13/11/2008 - 10:08

          Noslee - its surprising and worrying how many others didn't cover the points you made beforehand. A new card 2 secure transactions with reputable companies really does raise the issue - is it the PC???

          With the power hit and cost of antivirus on the PC the Mac is an obvious safety solution - or Ubuntu as Scotty suggests. Two of my PC fanatical friends have bought old cheap macs and do all online transactions with these units. Far safer and cheaper than any other solution.

          John As for Citibank - I totally agree with the issues you are having. They offered my wife a 10% off petrol deal for 3 months, its taken 10 calls to get them to honor this offer, and then its only for the first two months and after faxing them a copy of the promotional flyer (they didn't have one themselves) I'll have to go through the same rigmarole to get the credit for the third month. But stuff them I will - at least i get the satisfaction knowing its going to hit their bottom line with call staff wages (Even if its in Asia), for being so stupid.

          And BTW no renewal on this card when it expires.

  • zoeric on 13/11/2008 - 09:58

    Years ago I had a fraudulent transaction on my Citibank credit card. Someone had purchased something from dStore and as Citibank wasn't able to provide any information on the transaction, I ended up calling dStore to find out about the transaction - they told me it was an online transaction and gave me the person's name, address and phone number (which was fake), so with this information, I had to write my dispute in to Citibank and after about 6 weeks, they did credit the amount back to my credit card on the provision that my claim was valid as they were still investigating it.

    The terrible thing about Citibank is that their "claims department" can only be contacted by mail - apparently they "don't have access to telephones" and all communication has to be done by mail.

    The good thing is that they did pay the claim as I was able to prove it wasn't my transaction.

    Have you tried calling the relevant companies (Virgin Mobile, Cicero, Empire Rose, Hilti, etc) to find out what those purchases were (as you have the date and amount and they can cross check on their system) and how they were authorised? They might be able to give you those details which you can then provide to Citibank. You never know, they might even credit you back if you can prove they're at fault??

    • nacho on 24/11/2008 - 00:42

      Jdoung,

      I am in a similar situation as that of John's. Recently, my DEBIT CARD was hacked. I discovered there were ambiguous transactions that were not mine.

      In your story, how did Citibank prove that transactions were not yours? How long does the investigation take?

      I hope you can enlighten me on this one since I am very worried about my current situation.

      John,
      I feel for you. In fact, I consider my situation even worse. Since it was a Debit Card that was hacked from me, my money was instantaneously lost.

      I really hope that the dispute claims will be addressed.

      • zoeric on 24/11/2008 - 01:05

        About 6 or so weeks after mailing in my claim to Citibank, they sent me a letter saying that their investigations are still continuing, but they will credit the money back to me (as a sign of goodwill I think), however, they also wrote that if they find that the transaction was not fraudulent, they will charge it back to me. I didn't receive any further letters from them after this one, so I assumed they were able to confirm it was fraudulent and closed the file.

        Bear in mind this was years ago and they may have changed their claims processes (or maybe not…)

        Good luck with Citibank - I'm sure they will credit the money back to you both!

        • nacho on 24/11/2008 - 02:53

          Thanks for your help Jdoung! You are right when you say that the only way to contact them is to through mail. There is no way I can call the investigation department.

          Yes, they also mentioned that there is credit provision that should be granted. 6 weeks is a bit long. But better late than never.

          Thanks again Jdoung! :)

  • John on 13/11/2008 - 10:29

    Hey guys thanks for all the advices. This is what I love about ozbargain, a helpful community :)

    I guess it all must come down to my PC. I am one of those people who hates antivirus. I guess I must make change now.. will be looking for those antivirus that you advised. Lucky they didn't access my facebook/online banking account. But I guess I must change the password now before they do.

    I just bought a Toshiba laptop a year ago. I don't think I should spend extra $$$ to buy a Mac.. especially when I'm saving up to buy a new guitar! LOL

    Btw, do you think I should call the relevant companies as jduong suggested? Since Citibank is already investigating my issues.. If I contact them, will this confuse what Citibank is doing right now?

  • mrsjo on 13/11/2008 - 14:07

    This is slightly off topic but would like to warn others from my experience with Amex rewards points.

    Last week, i discovered that all my Amex rewards points had been "transferred" to a Frequent Flyer airline program (which I am NOT a member). I notified Amex immediately and they advised me that this request was done over the phone and that they will 'investigate'.

    1 week later, they reversed the points. However, I highly doubt that this reversal would have happened if I did not notify them first. Until they did an 'investigation', it looked like a legitimate points transfer request.

    Make sure you check all your reward points summaries!

  • Aeonx on 14/11/2008 - 16:59

    A colleague recently had to open a dispute with Citibank because her so called 'secure' new cc was stolen in the mail. The guy was able to activate the card and went on a spending spree with a female name on the cc. It was only later discovered when my colleague used her existing cc but was declined when making a purchase.

    Long story short, my colleague was very upset and confused as how the guy could've activated the card assuming he had to answer a string of questions correctly if done over the phone and she expresed her concerns to Citibank but instead of being helpful, they interogated her. Citibank provided little assistance and simply informed her to report it to the police or they can't deal with the situation.

    Good news is that the guy was finally caught and he had a stash of cc's on him but the outstanding unauthorised charges (thousands $$)is still pending to be cleared.

    • John on 14/11/2008 - 17:06

      Wow.. that's it. I'm leaving Citibank after my dispute is resolved. That's just a straight screw up.

      Interestingly, my cc got hacked soon after I received this new "secure" cc as well. Before that, everything was fine.

      Not so secure as far as I can see!

  • Megan on 24/11/2008 - 09:28

    John, may I suggest you file a complaint with the Banking Ombudsman in your state. I would be complaining about the timeline of the investigation and the length of time it is taking to rectify. The fact they demanded you pay first before they reimburse. The lack of helpful contact throughout the dispute. I am sure there are other things you or others could think of. Once the Ombudsman takes your complaint to investigate, usually the account in question is frozen, please check on that before relying on it though. I have found things normally get done real quick once they are involved.

  • John on 24/11/2008 - 10:46

    At this point I don't think Citibank is giving the worst service to me.

    After confirming to Citibank, they have informed that investigation is currently taking place and now is entering the 3rd week of investigation.

    I will give them their 6-8 weeks time they required. And see how it goes from there. From feedbacks it seems that their investigation always came out with positive outcome.

    If anyone here ever failed in their dispute.. I would love to hear from them. Because that would be worrying..

    I can't see how they can prove that the transactions are not fraudulent.

    • scotty on 24/11/2008 - 11:17

      Given what has been happening to Citibank lately (and their share price, hopefully they can still put enough people in the investigation team…

      • John on 24/11/2008 - 11:19

        Scotty, I did see this news last week. Got me worried indeed.. hopefully they don't put their effort down in keeping up with their customer service.. and yes especially in the investigation team..

  • coolsteps on 24/11/2008 - 15:44

    ive been pretty happy with my no annual fee citibank gold card for a number of years now. The only trouble i had was when i went to asia on holidays and paid for a restuarant meal. staff there must of skimmed my card. Citibank fruad dept picked it up and stopped the transaction going through. however even though i gave them my contact number and dates while i was overseas theyt called my home number in australia and left a message of which i didnt get until i returned. i called them up and they advise its best that they cancel my card and reissue a new one with a different number. The free travel insurance saves me heaps and the free rewards program is good. the only thing that is bad is the customer service team moved from brisbane to manilla a few years ago to save costs now i have to spend twice as long on the phone for them to understand me.

    Hey John how did you manage to get a $0 annaul fee Citibank Platinum Credit Card ?

    i wouldnt mind upgrading mine to that but i think ill loose the no anual fee for life on the gold card if i upgrade and get hit with a $250 annual fee.
    does anyone know of a url linke for a $0 annaul fee for life Platinum Credit Card?

    The best fruad dept is NAB they called me up straight away on the mobile. i got a new nab ant gold card a couple of years ago and only made 2 purchases in 1 day (1 jetstar flight and petrol) before someone tried to buy an easy jet flight using my card. luckily their software picked it up but i was about to tell NAB to approve the purchase for a easyjet flight in the uk when it clicked that it was a different but similar airline. i was upset as i thought maybe the indian that served me at the petrol station copied my card so was going to go back and punch his lights out when the nab staff told me that card number was hacked but they didnt know the expiry date so they were trying different dates thats how nab software picked it up. so it makes you wonder most banks have their call centres and databases overseas how secure is it really if someone hacks into it or who works their is disgruntled.
    thanks
    ant

    • John on 24/11/2008 - 15:51

      I initially had the Gold Card. Then about after a month or so they sent me a Platinum Card without me even asking for it. When activating it they confirmed the no annual fee on the card as well. Try calling them up and see if you could get the same treatment.

      I've had friends, who just like you, as soon as they picked up an unusual transactions, Citibank called and would confirm if it was a fraud or not.

      Not in my case though, no phone, no transactions being stopped. Nothing.. maybe they are too busy looking at their shares in the stock market. :S

  • andyken on 25/11/2008 - 22:37

    John, I dont know if it is too late or not, but soon it happen, you should report to your closest police station, and when you got that police report, it will make you easier to make a claim, and they will credited you back quickly.

    The people who used your CC for personal used (like paying their bill) is the most stupidest and mean person ever, so you should by all power catch that person. I think it is organized crime, they take your details, and they make their own new card with their name on it cos i think most of the transaction they do it by person.

  • twig on 26/11/2008 - 01:46

    yeah, as most ppl have said, report it.
    citibank have shown their incompetancy by taking this long, and with the current entrenchment going on in their workplace, i dont think staff are overly concerned about providing the best possible customer service right now.

    the idiot paid his damn bills with ur CC. thats like leaving a massive neon sign saying "HEY I LIVE HERE!" sign for the cops to track down.

    you know what, give the cops those details while you wait for citibank. make it a race, im sure the cops will provide results much faster.

    • John on 26/11/2008 - 10:51

      I hope it's not too late. I didn't think of going to the police. But I will try dropping over to one today and make a report. Thanks for the advice.

  • John on 26/11/2008 - 11:30

    Called the police.. they do not take report unless the credit card has been stolen. Because they take this as a fraud against the bank, not me. So the bank has to be the one to report to the police about the fraud.

    The guy recommends me calling the Consumer Affairs. Called them, but they referred me to Banking Ombudsman and Veda (credit report agency).

    But it seems that I would need to call Banking Ombudsman only if the bank don't seem to do what is right.

    I'm not sure about this, though.. can anyone give me suggestion whether I should go ahead calling the Banking Ombudsman or let the Citibank do their investigation for now?

    • John on 26/11/2008 - 11:48

      Called them, and they said that the complaints about length of time Citibank is taking and that they need me to pay the balance in advance, is normal.

      I'll try arrange with Citibank see if they can do something with the oustanding balance to avoid interest being charged. But finger crossed, I hope every amount in dispute will be credited back to me.

      I''m still quite confident with my case as I can't see how any of these accounts could be proven as a valid transaction authorized by me.

      • twig on 26/11/2008 - 19:14

        With the other comments from banks taking initiative and calling people up when they detect fraud, cancelling cards and reissuing new ones, i find it strange that citibank are taking 6 weeks to just LOOK into it.

        i'd make a complaint regardless, mainly due to the fact theyre making YOU pay, rather than cancelling the transactions.

  • great-price on 26/11/2008 - 12:01

    I had a dispute with citibank about 2 years ago. It was over their cash back offer on the ready credit account. I lodged a complaint with the banking ombudsman and it took a year to resolve, but the ombudsman ruled in my favour and I did get the money citibank owed me. So don't give up.

    • SomeGuyOnOzB on 27/11/2008 - 11:07

      Hi e_wolfe, which cash back offer was that? :)

  • joannatan on 22/06/2011 - 03:01

    interesting old topic. i have similar experience in the past where airline charge me over my cc where i didn't approve that transaction, charge back claim lodge with virgin cc, yeah it takes around 3-6 weeks, they told me that the transaction was made via phone, but they can't provide the security code then they change the story that transaction was made via mail order, then i asked the copy of mail order, merchant can't provide the transaction then i got my money back.

    just wondering with John case, at the end do u get your money back?

  • cdfe on 23/06/2011 - 00:24

    I have the same question: do you get your money back at the end?

  • spliniter on 23/06/2011 - 16:42

    never liked shittybank bro had a heap of problem with them hope u get your money back.

  • twig on 23/06/2011 - 16:47

    I can't get them to stop sending me crap in the mail.
    Emailed them and they said they had nothing to do with the mailouts… right…

    • SomeGuyOnOzB on 27/06/2011 - 16:28

      I was getting calls from someone; same interstate number all the time. Eventually I picked up while they were ringing and they hung up on me? :S I called the number and got an answering machine saying someone had called me about a Citibank product. They would call me back later or I could call their 13 number.

      I call the 13 number, Citibank staff insist it's not to do with them and they would never hang up etc. However, they aren't interested in getting the number from me, so they can shut down these impostors with the voicemail saying to call Citibank … no …
      since I'm on the phone, could they tell me about their product? :S

      On refelection, near as I can tell, whoever it was might not want to pay for a mobile call to me.

      Meanwhile, Citibank sales people are happy to chat to me during a landline call I'm paying for … just a coincidence perhaps

  • gstfree on 23/06/2011 - 22:23

    Stay relaxed. You will not be liable for the unauthorized transaction with citi until they have solid evidence that the transaction was properly authorized. Basically they will spend 6 weeks or so to investigate the disputed transaction.

    They will obtain information such as
    -who bought the good/service
    -where goods was shipped
    -what was ordered with your card.

    Citi Branch do not handle credit card issues, you have to ring credit card customer service.

    Personally I think ANZ Platinum card is good to use. It have lots of features for just $99 annual fees???Fees get waived if you spent over $20,000 p.a. Its customer service was not too bad.

    • SomeGuyOnOzB on 27/06/2011 - 16:57

      Stay relaxed sounds like good advice.

      Though, being "not liable" doesn't necessarily help.

      I contacted them, as I was getting worried about a purchase.
      They told me to give it a few more days.
      Then I rang back and they said sure, they'd cancel it and did.

      I had to fill out info for their investigation etc
      That was sorted in I think, 1 month.

      About 4 months later, I see in my bill, someone's gone and reversed the transaction and billed me for it. I ring up, they apologize, confirms someone in the business did the wrong they, they'll keep in touch and get it all fixed up. I ring them after 2 weeks, no go. The ombudsman is able to give me the phone number of Citibank's ombudsman response team and they keep delaying me (and I have to keep chasing them week after week after week).

      Eventually I return to the ombudsman and confirm I'm not happy with Citibank's handling (or lack thereof) and write up what I'd want to see done.

      At this point, after the ombudsman finds in my favour, Citibank then responds within days. :S

      The finanical outcome was satisfactory however the service outcome was … typical of the reputation I've heard of Citibank :(

      • joannatan on 27/06/2011 - 22:17

        courtesy from manila team :)

  • cdfe on 28/06/2011 - 00:26

    still curious about the result.

  • joannatan on 28/06/2011 - 00:39

    me too, come on john tell us your ending story mate :)

Login or Join to leave a comment
Login Join