Consumer complaint received 2023-04-28
Company: CITIBANK, N.A.
State: GA
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:
Problem Description : There were two charge of {$120.00} on my credit card account for a taxi ride which should have been less than {$5.00} dollar. I have called and reported to Citibank credit card and have opened the dispute. I have reached out to the company / taxi driver on the charge and they have claim it will be fixed. The charge was never corrected and I had ended up with two charges of {$120.00}. 

Once arrived back from a XXXX vacation, I have followed up the charge dispute along with request to get a new credit card cause i did not feel comfortable with such a fraudulent transaction. 

Initial dispute was filed on XX/XX/XXXX and another dispute was filed again on XX/XX/XXXX for both of the charges. 
XX/XX/XXXX XXXX XX/XX/XXXX XXXX I have contacted citibank repeatedly for the update and status of the investigation and the response was that it is currently being worked on. This process repeated through out the year even when I goto the dispute section it is showing conditional credit reversed and customer responsibility for both of the transaction. 

I have provided the documentation multiple times to the XXXX with the following references. 
XXXX XXXX Date Amount Description XX/XX/XXXX {$120.00} XXXX XXXX XXXX XXXX Transaction Date XX/XX/XXXX XXXX Amount {$120.00} XXXX XXXX XXXX Fast forward, XX/XX/XXXX I have received a very first response from Citibank with a response from the merchant. I wasn't clear on what I was looking at because it looked like transaction detail with the two charges. 

Also attached to the email was the first letter indicating that citibank needed a response from me by XX/XX/XXXX and no later than XX/XX/XXXX to continue the investigation. Which was a surprise cause I have called multiple times almost daily to follow up on the transactions due to lack of details. 

This experience has ruined my confidence in our banking system specially on credit card uses which I thought was more protected. The fraudulent transaction happen during my vacation at XXXX XXXX to take a short taxi ride back to my hotel. 
The way citibank has handled the entire process is very questionable, where I didn't know what was happening with the fraudulent transaction. 

I have spoken with numerous customer service and fraudulent department folks, whom failed to provide any details. As a consumer, only thing I can do is to refrain my self from using the credit card which doesn't make sense. I just hope these type of experiences don't happen to other consumer overseas.. 


Then detail of the letter is follows. 

This letter concerns the transaction described below made with card number XXXX : Date Amount Description XX/XX/XXXX {$120.00} XXXX XXXX XXXX XXXX We needed your response to our XX/XX/XXXX letter no later than XX/XX/XXXX in order to continue our investigation. Since no reply was received by this date, the dispute was closed. Please understand that Citi does not set these timeframes and we are unable to extend them or reopen a claim once this date has passed. We no longer have any options available to pursue a credit on your behalf through the dispute process. 
We regret that we are unable to assist you in this matter. 
While we realize your account may be in good standing, Federal Regulations require us to remind you that we may report your account as past due to the consumer reporting agencies listed below if we do not receive the minimum payment by the due date shown on your billing statement.

Company response to consumer: Closed with explanation