Consumer complaint received 2023-10-28
Company: CITIBANK, N.A.
State: TX
Product: Credit 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:
On XX/XX/XXXX my card was compromised and someone charged {$6400.00} to my card. 

On XX/XX/XXXX, citibank did the right thing and completely credited my account. 

On XX/XX/XXXX, citibank ( or maybe the merchant ) did {$2100.00} of chargebacks back onto my card. 

On XX/XX/XXXX, citibank did the right thing and completely credited my account, although this time they actually credited {$5.00} too much. 

Here is where the unresolved dispute begins : XX/XX/XXXX, citibank ( or maybe the merchant ) did {$2500.00} of chargebacks back onto my card. This was made of up 4 charges : {$1000.00}, {$930.00}, {$620.00}, {$23.00} XX/XX/XXXX, citibank ( or maybe the merchant ) did ANOTHER {$1000.00} chargeback onto my card. 

XX/XX/XXXX, citibank credited me for 2 of the chargebacks from XX/XX/XXXX : {$1000.00} and {$930.00} XX/XX/XXXX, 3 random credits were applied to my account, ( I was told this was done by the merchant ) : {$5.00}, {$20.00}, {$20.00} XX/XX/XXXX, citibank credited me for the last XXXX chargebacks from XX/XX/XXXX : {$620.00}, {$23.00} They still owe me a credit for the {$1000.00} chargeback that was charged to my balance on XX/XX/XXXX. When you net this against the 4 random credits they have given me that have no offsetting charge ( totaling {$50.00} ) and combine that with 4 months of interest charges charged to me for short paying these fraudulent charges, it equals to my current balance which is {$1300.00}, none of which I actually owe to citibank. 

I have attached a spreadsheet that I've made which shows all of this charted out over time. Specifically, please take a look at the tab called " charges vs credits '' and also the tab called " sequential activity '' shows all of the charges in XXXX place with a running total on column XXXX I have also attached all of my credit card statements beginning with my XXXX statement when the initial problem started, all the was through my latest XXXX statement. 

On my personal spreadsheet that I have attached below, If you look at the tab called " communication '', it details what I've been through with trying to work this out with citibank. Basically, it is the following cycle : - I call and explain the problem. The rep looks at my account and says that I've been given all the credits that I am due. I ask them to transfer me to their supervisor. 
- Supervisor comes on and either sees the problem and agrees to get this fixed, or in the last case, tries to tell me that the charges on my XXXX and XXXX statement were informational and did not actually go into my balance. A quick and simple mathematical calculation proves that to be untrue, in any case, they then transfer me back to customer service so they can actually credit the account. 
- Customer Service comes on and after explaining the problem again, they see the mistake but then they tell me that they don't have the authorization to make the credit, they will show this to their supervisor and the call ends. 
- Supervisor comes and takes a quick preliminary look at the account, decides that I've been credited everything that I am due, and closes the case. 

I have called and reopened the case many, many times. I am lost as to what to do. The last person I spoke with told me that they see the problem, and that I will be getting a letter showing that I have a {$1000.00} credit coming. That was 3 days ago and I haven't heard anything nor has my account been credited. 

My current balance due is made up of the following XXXX charges : {$1000.00} charged XX/XX/XXXX < $ XXXX credited XX/XX/XXXX < $ XXXX credited XX/XX/XXXX < $ XXXX credited XX/XX/XXXX < $ XXXX credited XX/XX/XXXX {$110.00} XX/XX/XXXX statement interest charge {$140.00} XX/XX/XXXX statement interest charge {$94.00} XX/XX/XXXX statement interest charge {$31.00} XX/XX/XXXX statement interest charge TOTAL : {$1300.00} I have emailed this breakdown to citibank on multiple occasions.

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