Consumer complaint received 2023-10-26
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
Dear Sirs, I am writing to you regarding the dispute of the transaction on my statement, case ID : XXXX. This claim / dispute is based on the following grounds : On XX/XX/2023, during my vacation time with my wife in XXXX, I bought some food from a restaurant called XXXX XXXX XXXX XXXX XXXX XXXX XXXX The merchant charged me XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX {$3200.00} ) as it can be evidenced in the receipt attached to this claim, ( I provided the mentioned receipt when requested by Citi Bank after filing the claim within the appropriate time ). The conversion from XXXX {$3200.00} ( XXXX XXXX ) to AMERICAN DOLLARS by the time of the transaction was equivalent to XXXX American dollars with XXXX XXXX ( US {$20.00} ). 

The mentioned transaction was made with the card number ending in XXXX owned by myself. When reviewing my statement, I noticed that instead of US {$20.00} I was billed by US {$3200.00}, this means that the amount of XXXX XXXX XXXX XXXX XXXX XXXX  ( XXXX {$3200.00} ), was mistakenly paid in AMERICAN DOLLARS. Therefore, I have been overcharged by US {$3100.00} on a transaction that was only for XXXX American dollars with ninety-one cents ( US {$20.00} ), keeping in mind the conversion from XXXX XXXX to American Dollars. 

On XX/XX/2023, I proceeded to contact the merchants several times, but unfortunately there has been no answer, even to this day. 

On XX/XX/2023, following the internal process established by Citi Bank, I called to customer service to open a dispute for the mentioned transaction. As part of this process, I received an email from Citi Bank on XX/XX/2023, requesting some additional information about the dispute, instructing me to email a form to the address XXXX. 

On XX/XX/2023, I emailed the form named Action Required to the mentioned email address, providing the requested information about my case, selecting the first option in which I am confirming that I didn't authorize the transaction on my statement for {$3200.00} and confirming that I was being overcharged by US {$3100.00}. Additionally, in the same form I clarify that the receipt/bill issued by the merchant and provided to the bank was made in XXXX XXXX 

On XX/XX/2023, I received a letter in response to my dispute, informing me that the amount billed in my account is the same amount on the documentation I sent, determining that I was billed correctly. They proceeded to close my case, informing me that it could be reopened only if I provided a copy of the sales receipt or invoice ( which I provided when filing the form with the update on my dispute ). 

At the beginning of XX/XX/2023, I called Citi bank to show disagreement with the previous response, reason why my case was reopened. 

After calling several times to get un update about my case, on XX/XX/XXXX and XXXX, 2023, I received the same response : We have reviewed the information you provided regarding your dispute. Without a valid credit slip, we are unable to intervene on your behalf with the merchant or their bank. If you are unable to provide this, you will need to seek other means to obtain credit.. 

On XX/XX/2023, following the request made by Citi Bank, I submitted a letter with a complaint regarding this dispute. The letter was submitted at the email address XXXX. 

On XX/XX/2023, I received an Update on my case, informing that my dispute was closed due to the lapse of time since the transaction was billed. The same letter informed me that CITI was unable to investigate this dispute and was instructing me to contact the merchant and furthermore to proceed with the payment of the billing statement that is including the amount in dispute. 

Based on the previous grounds it can be evidenced that I disputed the transaction withing a reasonable time ( 5 days ) after several attempts to contact the merchant. Although I received a prompt response from Citi Bank, the response was not appropriate, because it is obvious that it does not take into consideration the different currency and the conversion that must be applied to resolve this case. It is not acceptable that the response after reopening the case is that I should provide once again the credit slip, keeping in mind that from the very beginning I provided a copy of the receipt as clear evidence of the mistake or unauthorized transaction. It is no clear to me why I should provide the credit slip instead that was issued by the merchant. From the copy of the receipt and from the information I provided in the updated of my dispute form, it is very evident that the receipt was issued in XXXX XXXX for the amount of XXXX {$3200.00}, and not in American dollars as it was implied, reason why it is unacceptable the determination according to the letter dated XX/XX/2023, which expressly said that the amount in the receipt ( documentation sent by me ) is the same amount as the one billed in my account which it was in a different currency, this is American dollars. 

As it was expressly described in the form sent by email, I did not authorize the disputed transaction, and there is no evidence that can prove the opposite. 

Unfortunately, the response is inadequate because I was billed the wrong amount. In addition, the system, and process to comply with the bank requests is not appropriate because CITI did not reply to the submitted documents to the provided email on XX/XX/2023. Additionally, CITI has provided neither evidence that can prove the opposite of my claim in this letter, nor an explanation about their resolution of this dispute which results into a very inappropriate, disrespectful, and incomplete process from the consumer point of view. 

Enclosed are the following copies : Copy of the receipt issued in XXXX XXXX for the amount of XXXX {$3200.00}. 

Copy of the Action Required from emailed over to the bank dated XX/XX/2023. 

Copy of the response issued by Citi Bank dated XX/XX/2023. 

Copy of the response issued by Citi Bank dated XX/XX/2023. 

Copy of the response issued by Citi Bank dated XX/XX/2023 I look forward to your reply and a resolution to my problem. I hope this matter can be resolved within the month of XXXX and beginning of XXXX, so that way I get a refund of the amount US {$3100.00} that was not authorized as the owner of this account. However, given the circumstances of my case and the lack of answer by CITI, I am seeking help from a Consumer Financial Protection Bureau, the Office of Financial Regulation of Florida, among others protection agencies. Please contact me at the above address or by phone at XXXX.

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 explanation