Consumer complaint received 2022-05-26
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I was at the XXXXXXXX XXXX attempting to get an 15-minute covid test through XXXX XXXX XXXX It is a chaotic situation as there are many travelers trying to avoid test results that will be approved by certain countries. To obtain a test, one must first log on their site via a XXXX XXXX and input data. There were two locations in the front of the lab to capture the XXXX XXXX I used one and started to input information including my credit card and when I was unable to click on a test time, an employee looked at my phone and said that I didn't have the correct website and she handed me her tablet to log on directly. Within a few minutes I get a {$1.00} charge from XXXX and I knew I needed to call CitiBank to explain and shut down my account. I was explaining the situation with Citi and then I get a second charge while on the phone from XXXX in the amount of {$1.00}. The Citi representative reassured me that she would take care of everything and she would send out a new card. I got the new card and on XX/XX/XXXX, I received a charge for {$39.00}. ( I get text notices when my card is used ). I immediately called Citi and I think I had to call I another branch at Citi. Since I called Citi several times and instant messaged them one time, I can't provide accurate dates because I didn't think I would need to fight this. Apparently Citi treated XXXX as an approved reoccurring merchant so they finally unlinked the first account and provided me another card. I was again reassured that I didn't have to pay for this XXXX XXXX hijack scam. Yesterday. XX/XX/XXXX, I see that the dispute has not been settled so I called Citi again. I was told to call ( XXXX ) XXXX and I went through the whole story and I got disconnected. I called back and spoke to XXXX who explained that the dispute didn't get filed under the correct credit card account and so basically nothing was happening. She said she would fix it and it could be solved in 3 weeks but could be as long as 2 months. She asked me a number of questions that I had already answered and she suggested I file a police report, which I filed with the County of XXXX yesterday ( XX/XX/XXXX ). My irritation increased when she alluded that I agreed to this charge. I explained that I actually went back to see the XXXX XXXX posted at the lab after my husband went through XXXX and it was gone and I had 2 witnesses if she thought I made this XXXX XXXX hijack up. If I wanted this charge/service, why did I immediately call Citi and cancel my card? Why would Citi approve a charge from a scammer that I already disputed with ( the XXXX XXXX and the {$1.00} and Citi agreed with me ) on a new card? And full disclosure, I did not contact XXXX but I found them on the internet and saw postings about them being a scam. I didn't call them because I wanted to avoid additional contact. Regarding Citi, I am not confident this will be addressed properly. 
Below I included screen shots of the texts I received to which I called Citi immediately. However, the late night notification on XX/XX/XXXX the CIti site was down a bit and I called after midnight.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief