Consumer complaint received 2020-05-03
Company: CITIBANK, N.A.
State: IL
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:
We previously disputed with Citi Business AAdvantage Platinum Select Mastercard a charge for {$130.00} dated XX/XX/2020. The merchant is XXXX  located in XXXX, XXXX. The charge was done on my XXXX ( my wife ) Citi Business card ending in XXXX. Citi did give us a temporary dispute credit, but upon further review of the case ( Case ID : XXXX XXXX ) decided to reverse the temporary credit. This is incorrect because we did not receive benefit from this transaction. We received no service or merchandize from the merchant. 

Here are the details of what happened : My wife, XXXX XXXX, shopped in person at XXXX in XXXX, XXXX on or about XX/XX/2020. She purchased a childs dress for our granddaughter that cost {$29.00}. XXXX attempted to pay with her Citi Business card ending in XXXX but the merchant said that the charge would not go through. So XXXX had the merchant use XXXX XXXX XXXX card ending in XXXX and this charge successfully processed and is correct. Please see the attached document that shows this transaction with XXXX for {$29.00}. 
The childs dress for {$29.00} is the only item that XXXX purchased while shopping at XXXX. XXXX never returned to this merchant on another date and did not authorize any other charges. 
This merchant then processed a second unauthorized charge for {$200.00} dated XX/XX/2020. This one on the XXXX XXXX XXXX card and is the subject of another CFPB compliant ( Complaint ID : XXXX ) with XXXX. We did not receive any benefit for this transaction and then disputed the transaction with XXXX. 
We are unable to reach the merchant. The merchant is located in XXXX, XXXX and we live in XXXX IL USA so we have no way of contacting them. We have tried by email and have been unsuccessful obtaining a response. 

To summarize, XXXX did not authorize the {$130.00} disputed charge of the Citi Business Platinum Select Mastercard. We  did not receive any merchandise or service for this transaction. As explained earlier, the merchant swiped two credit cards on or about XX/XX/2020. First the Citi Business card ending in XXXX that the merchant said did not work, then XXXX XXXX XXXX ending in XXXX. A charge for {$29.00} was processed on the XXXX card that we do not dispute. The merchant somehow stored the card information to fraudulently charge unauthorized charges of {$200.00} on XX/XX/2020 on the XXXX card ending in XXXX, and also {$130.00} on XX/XX/2020 on the Citi Business Mastercard card ending in XXXX. The merchant is dishonest. 
We have purchased thousands of dollars worth of merchandize and services using the Citi Business Platinum Select Mastercard. We rarely dispute transactions and are disappointed that Citi decided to believe the merchant over us. 
We demand that the merchant be held accountable and that the {$130.00} charge be credited to our Citi Business card account promptly. We do not feel safe anymore using our credit cards in foreign countries since the Banks do not want to stand by and protect us from dishonest merchants. 

We are attaching our communication to Citi and other supporting documents shared with them.

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