Consumer complaint received 2019-06-24
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:
I am disputing the follow charge made to my Citi Bank Mastercard : Transaction Details Transaction Date : XX/XX/XXXX Transaction Amount : {$390.00} Merchant/Description : XXXX  XXXX XXXX XXXX Dispute Details Dispute Date : XX/XX/XXXX Dispute Amount : {$390.00} Dispute ID : XXXX Citi has not resolved this dispute. I opened the dispute directly through the Citi Bank Mastercard website. I also followed up with the Citi Dispute Resolution team directly on multiple occasions ( via phone call, email and live web chat ), below are a list of attached documents regarding my follow up with Citi : ATTACHMENT 1 Email to Citi with signed dispute form ATTACHMENT 2 Email to Citi following up on my dispute. Initial email sent XX/XX/XXXX, with follow ups sent on XX/XX/XXXX and XX/XX/XXXX. 
o This email also addressed the 2nd dispute for the 2nd {$190.00} charge which was later credited back I also contacted Citi by phone and via Live Chat on their website multiple times regarding this dispute. I was told through the live chat that the reason Citi did not refund me was that the merchant was to credit me directly, which never happened. I have brought this to Citis attention, but they still will not credit the charge. 

I did not agree to this transaction. The merchant is listed as XXXX XXXX, however the charges seemed to have actually been made by XXXX. I never received an invoice or transaction confirmation regarding this charge, it simply appeared on my credit card statement. At this same time, I did receive both a valid charge from XXXX XXXX for {$190.00}, and another invalid charge from XXXX XXXX for {$190.00} on XX/XX/XXXX. After opening disputes for both the {$390.00} charge and the 2nd {$190.00}, the {$190.00} was permanently credited back to my card, but the {$390.00} was note. 

I contacted hotel XXXX directly, who confirmed that they would cancel the reservations associated with the {$390.00}, and the 2nd {$190.00}, but that I would have to go through XXXX to actually receive the refund. Refer to ATTACHMENT A email correspondence between myself and XXXX XXXX of XXXX XXXX. I was contacted directly by XXXX XXXX regarding these charges, and I stated to them that the three charges were in error, and that only one charge was valid. XXXX XXXX was then unresponsive in the matter. Refer to ATTACHMENT B email correspondence between myself and XXXX XXXX at XXXX XXXX. 

I contacted XXXX Customer Service by phone two separate times during the week of XX/XX/XXXX to XX/XX/XXXX. Both times I was told by the customer service representative that my issue could only be handled by a supervisor. Both times I was told the supervisor was not available, but would be in contact with me within 48 hours. I was never contacted by any supervisor, and no one on the phone would address my issue. 

I believe Citi is being deficient in their obligation to protect me against fraudulent and unauthorized charges.

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 explanation