Consumer complaint received 2023-07-12
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/2023, I filed a complaint with Citibank about a charge of {$97.00} XXXX  : XXXX XXXX XXXX The charge was revised, removed, and the {$97.00}, was credited back to my account. 

On XX/XX/2023, I received an email from Citibank stating, Your FICO score has changed click here to review. When clicked the link it took me to Citibank and I logged into my account. There is where I saw a charge of {$97.00}, XXXX : XXXX  XXXX XXXX. 

I contacted Citibank immediately to let them know there was a fraudulent charge on my account. I was told after XXXX or so hours that the security department was closed, to call back on Monday, then the representative hung up on me. I called right back and spoke with a manager who told me that the charge was a previous charge from XX/XX/2023, and the credit was returned from a previous credit applied and placed back on your account on XX/XX/2023. 

I said XX/XX/2023. It is XX/XX/2023. Why I did not receive a letter in the US mail about Citibank 's decision or a letter to my email address Citibank has on file? She said, We sent you the letter via email on our website. I said, I dont have an email with Citibank XXXX She said, All customers have an email. 

I said, I was not aware, Citibank should have sent me something to my home regarding their change or a letter to my email that you have on file. 

I said, I would have never known about this, and the only reason I know about this now, is I received an email from Citibank saying Your XXXX  score has changed click here to review. I am concerned about my credit score and additional fees. No one had called, emailed, or sent me a letter to my home or email warning me about Citibank 's decision to recharge me. 

I said, I just paid the account off in full in XX/XX/2023, and I feel like you guys are retaliating against me since I complained, about Citibank overcharging me after I paid off the account and I stop use the card. As a result, Citibank had to credit me back because you tried to charge me interest fees after the account was paid off in full.

The manager said, Well I can show you where to find the letter. She and I look but the system would not allow me to download or open the letter. So she said, I can send you a copy to your email but it would take XXXX hours to receive it. So I told her to send the letter so I can see it. 

I feel like they have broken many laws. I have not received a notification in a month. I have not received a notification to my email there have on file, I have not received a notification to my home via US mail, and I could not download the document via their website, even with the help of a manager while on the phone. Citibank has not given a legal justification or reason why they are refusing to remove the charge and charging me {$97.00}. 

I am saying CFPB to investigate, Citibank 's illegal mishandling of this process. I am asking to have my account credited {$97.00} and place my account back to a zero balance to show the account is paid in full, and a positive and zero balance shown on my credit report on all three credit reporting agencies. ( XXXX, XXXX, and XXXX. ) FYI on XX/XX/2023, they canceled the original credit card and issued a new credit card. Then XX/XX/2023, decided to charge me {$97.00} after they canceled my original credit card and there are currently charging me interest on the {$97.00}. That makes no sense.

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