Consumer complaint received 2023-03-25
Company: CITIBANK, N.A.
State: TX
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 Friday, XX/XX/XXXX, I was attempting to make a partial payment on a hospital bill for my mom. After I entered my Citi Costco Visa credit card information, I noticed that the XXXX system used to process online payments had taken the full amount of the bill instead of my intended partial payment. This incorrect payment amount was for XXXX which also exceeded my credit card limit ( {$8500.00} ). I immediately called the number for XXXX but did not get a response so I sent them an email. Additionally, I emailed XXXXXXXX XXXX XXXX and also called XXXXXXXX XXXX XXXX ( XXXX ) XXXX who told me to call my credit card company as XXXX XXXXXXXX XXXX was not able to cancel or decline the charge from their end. I then called and disputed the charge using my online Citi Costco Visa account and also talked to my credit card customer service ( XXXX ) who told me that the merchant would have to decline the payment as the payment had already been approved and was pending. The visa customer service said they could be able to put a credit for the dispute but the amount would have to post to my account first. 

On Tuesday, XXXX XXXX after the amount was posted to my visa account, I called XXXX XXXX again and they told me that they could not cancel the payment. However, they told me that I could talk to my credit card company to cancel the payment from their end. I spoke with the head supervisor ( XXXX XXXX from XXXX XXXX XXXX XXXX ) who assured me that they would take note of the payment error and would not challenge the dispute when they heard from the credit card company. 

On XX/XX/XXXX, I submitted all my documentation requested by visa including a detailed description of all the attempts that I had taken to get the transaction corrected. 

On XXXX XXXX, I received an email and letter on my account stating that my issue had been " Resolved-Customer Responsible '' and the investigation had been closed because they " did not receive a complete response to our letter that was requesting additional information for this dispute. Therefore, we have closed this investigation. '' All of this information I had submitted to them on XXXX XXXX. I then called customer service again and they confirmed that my documentation had been received but that the investigators had possibly not looked at it. The case was therefore reopened and I was given a XX/XX/XXXX date for the case to be resolved. 

I waited and after not hearing any progress, on XXXX XXXX I visited XXXXXXXX XXXX XXXX  and spoke with XXXX XXXX directly in person. She stated that they are still waiting to hear from Citi Visa and had no records of contact from them. I then emailed Citi Visa requesting confirmation that communications had been made. I did not receive any response. 

I called customer service again on XX/XX/XXXX and he told me that no status was available but that he was going to follow up with the investigators and that I would receive some status update in 3-5 days. I have not received any response.

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