Consumer complaint received 2024-01-05
Company: CITIBANK, N.A.
State: IA
Product: Credit 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:
XX/XX/XXXX XXXX XXXX XXXX XXXX IA charged me twice on my CitiCard for {$570.00} XX/XX/XXXX - reported duplicate transaction of {$570.00} to Citicard and I was given a temporary credit on my account ( Case # XXXX ) XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX of the {$570.00} back to CitiCard XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX IA sent the other {$570.00} back to CitiCard due to the duplicate transaction dispute XX/XX/XXXX I paid full balance of my XX/XX/XXXX CitiCard statement which included the {$570.00} amount that XXXX XXXX  should have received XX/XX/XXXX I received email notice from Citi that the duplicate transaction was resolved and I was given a permanent credit on my CitiCard account for the {$570.00} amount. 
XX/XX/XXXX - I checked my XXXX XXXX account and it didnt show the {$570.00} payment from my CitiCard account. I contacted XXXX XXXX and they stated that I needed to show proof of payment. 
So I sent them my XX/XX/XXXX statement ( showing the duplication transaction and temporary credit ) and my XX/XX/XXXX statement showing my full payment of the XX/XX/XXXX balance. 
XX/XX/XXXX XX/XX/XXXX talked to Citi and XXXX XXXX about this {$570.00} amount multiple times. 
XX/XX/XXXX, found out from XXXX XXXX billing supervisor that on : XX/XX/XXXX at XXXX XXXX  XXXX sent Citi back one of the {$570.00} amounts XX/XX/XXXX at XXXX XXXX XXXX  sent back the other {$570.00} amount This is why the {$570.00} amount wasnt being recognized as being paid to XXXX XXXX  even though I had paid Citi this {$570.00} with my XXXX statement payment. 

XX/XX/XXXX I opened another dispute via postal mail with Citi regarding this duplicate transaction/missing payment to merchant ( XXXX  XXXX XXXX XXXX XXXX XXXX {$570.00} on XX/XX/XXXX which Citi replied was resolved but was treated like the duplicate transaction response from Citi instead of the missing payment dispute I was trying to get resolved with this XX/XX/XXXX dispute request. 
Citi sent me an email on XX/XX/XXXX referencing Case # XXXX which was the duplicate transaction case #, not a new dispute case # for the missing payment to XXXX XXXX XXXX 
XXXX XXXX XXXX still didnt acknowledge that they received this amount from Citi XXXX 

XX/XX/XXXX - I opened another dispute with Citi regarding this missing payment to merchant XXXX XXXX XXXX XXXX XXXX ) of {$570.00} on XX/XX/XXXX since Citi didnt handle the XX/XX/XXXX dispute request correctly. 

XX/XX/XXXX - I sent another dispute request to Citi regarding this missing payment to merchant XXXX XXXX XXXX XXXX XXXX ) of {$570.00} on XX/XX/XXXX since I didnt receive any correspondence from Citi XXXX they received my XX/XX/XXXX dispute request. 

XX/XX/XXXX I received email from Citi regarding additional information was needed regarding my dispute request for the {$570.00} with XXXX XXXX XXXX XXXX from XX/XX/XXXX. I checked my balance at XXXX XXXX before I responded to this email from Citi and that is when I discovered that there was a CC charge back on my XXXX XXXX XXXX account from XX/XX/XXXX of the {$570.00} ; I assumed that Citi figured out that they still needed to give XXXX XXXX XXXX the {$570.00} that I paid Citi with my XX/XX/XXXX statement payment, that Citi had addressed my XX/XX/XXXX or XX/XX/XXXX missing payment to merchant dispute requests. So my response to this additional information request was This was resolved on XX/XX/XXXX. No other action is needed. This email from CitiCard had case id XXXX. 

XX/XX/XXXX & XX/XX/XXXX I received an email from Citi stating that since I accepted responsibility for the {$570.00} dispute with XXXX XXXX XXXX XXXX and the dispute was closed. And that Citi would be putting the {$570.00} amount back on my Citi account as being owed and would start collecting interest. 

XX/XX/XXXX Verified with XXXX XXXX that Citi sent the {$570.00} payment to them on XX/XX/XXXX, which occurred at XXXX as a credit card back debit. Which again is the amount I paid to Citi to pay XXXX XXXX with my XXXX statement balance. 

XX/XX/XXXX I sent an email response to Citicard regarding their email responses from XX/XX/XXXX & XX/XX/XXXX that I didnt owe CitiCard anything and that my balance should remain XXXX. 
XXXX XXXX XXXX should continue to have the {$570.00} payment. I also expect a written confirmation from CitiCard that my balance is XXXX and that the {$570.00} wasnt going back into my balance to earn interest ; and XXXX XXXX would retain the {$570.00} paid to them ; and that this missing payment to merchant and duplicate transaction dispute is resolved. I requested a response back from CitiCard by XX/XX/XXXX or I was going to file a complaint with Consumer Financial Protection Bureau to get this resolved.

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