Consumer complaint received 2021-01-08
Company: CITIBANK, N.A.
State: AZ
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: Card was charged for something you did not purchase with the card

Complaint:
I am being charged twice by creditor Citibank , N.A . XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX for a single purchase from XXXX XXXX for the amount of {$1200.00}. I have disputed the charge twice in XXXX and XXXX with no resolution. I do NOT dispute the original charge on XX/XX/XXXX AND I DID pay that amount. When the trip was canceled, I initiate a dispute and later withdrew the dispute. However Citibank added the charge back into my account and insists the vendor says it is a valid charge. I have contacted XXXX XXXX several times and have written proof they only charged me once. I have submitted documents to Citibank and have spoken several times to the Citibank Dispute Department explaining my situation. Several times, the operators confirm that XXXX XXXX submitted a single charge to my visa account. I have a signed Certified Mail Receipt from the US Postal Service that shows Citibank received my documentation. The following is just one document I sent to Citi ( R ) Cards XX/XX/XXXXXXXX XXXX XXXX, MO XXXX XXXX & XXXX Here are the sequences of events that have occurred for these two disputes. 

XX/XX/XXXX - I used my Citibank Visa to deposit {$1200.00} to XXXX XXXX for a guided trip through XXXX from XX/XX/XXXX, XXXX XXXX, XXXX. I paid the {$1200.00} charge in my XX/XX/XXXX statement. 

XX/XX/XXXX - AHI canceled my XXXX trip due to COVID -19. 

XX/XX/XXXX - I called Citibank to dispute ( XXXX ) the {$1200.00} charge to XXXX XXXX. I was given {$1200.00} credit in the XX/XX/XXXX statement. 

Later XXXX - I spoke by phone to Citibank and verbally withdrew my dispute. 

XX/XX/XXXX - XXXX XXXX credited my account {$600.00}. 

XX/XX/XXXX - Citibank Visa generated a letter concerning the transaction for a transaction dated XX/XX/XXXX for a {$1200.00} charge to XXXX XXXX. 

At this point in time the dispute had been settled. I had dropped the dispute in XXXX, so I did not complete the paperwork. The {$1200.00} was added to the XX/XX/XXXX statement and I had paid the statement in full. 

The XX/XX/XXXX statement has another {$1200.00} charge to the same XXXX XXXX for the same date of XX/XX/XXXX. I have tried to explain this double charge of {$1200.00} with XXXX in customer services on XX/XX/XXXX and supervisor XXXX on XX/XX/XXXX. Both have acknowledged the double charge and had made attempts to correct the problem. However by XX/XX/XXXX, no correction has been made. XXXX had instructed me to pay my XXXX statement minus the {$1200.00}. 

I have contacted XXXX XXXX and they did not double charge me. I have an email to that effect. 

XX/XX/XXXX - The second dispute claim XXXX XXXX XXXX was created because Citibank Visa claims XXXX XXXX double charged my account. I was now given another {$1200.00} conditional credit and the {$28.00} interest charged for the {$1200.00} that was not paid on the XXXX statement was credited. 

XX/XX/XXXX - A letter dated XX/XX/XXXX, is now on their website saying they have rejected my dispute again. 

I suspect that XXXX XXXX DID NOT create a second charge. Please verify if there was a second charge by XXXX XXXX between XXXX and XXXX, XXXX. I suspect there was a miscommunication at Citibank Visa between XXXX and XXXX, XXXX. While the dispute was withdrawn in XXXX and paid in the XXXX statement, the paperwork dated XX/XX/XXXX was created asking for response to the dispute. I did not respond since I thought the dispute had been withdrawn. BUT since there was no response, another {$1200.00} charge ( REVERSE XXXX XXXX  XXXX ) was added to the XXXX statement. Since there is a repeat charge and tentative credit, both for {$1200.00}, they should negate each other. 

I have tried several times and spent many hours trying to resolve this dispute with no results. Some Citibank Visa Dispute personnel such as XXXX, XXXX and XXXX have been helpful while others were not. 

If you need any clarification, please contact me.

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