Consumer complaint received 2021-01-25
Company: CITIBANK, N.A.
State: MT
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:
We made hotel reservations through XXXX for XXXX WY, XXXX XXXX XXXX on XXXX. My husband saw the charge of {$470.00} on our Citi card statement and immediately contacted Citi reporting the charge as fraudulent. XXXX posted the charge with the description of XXXX XXXX and my husband forgot that we had indeed made the reservation. We rec 'd a provisional credit from Citi but when we realized we actually did intend to have the charge and reservation, we let Citi know. They re-charged our Visa on XXXX. Our trip was to be XX/XX/XXXX - XXXX. In XXXX my father became seriously ill and we had to cancel our trip. All of our correspondence had been with XXXX through an online messaging system. I contacted them XX/XX/XXXX to cancel. When I didn't receive a response from XXXX, I contacted the XXXX XXXX XXXX on XX/XX/XXXX and was told that our reservation had indeed been canceled. We did not see a refund of the {$470.00} on our next Citi statement from XXXX. I tried in vain to reach XXXX but was no longer able to get into the messaging system. XX/XX/XXXX I contacted Citi that we were disputing the charge as we had cancelled our reservation. We received a provisional credit from Citi. Citi reached out to the XXXX XXXX XXXX but was told XXXX XXXX had not received funds from XXXX so that we had to take it up with XXXX. We received a letter from Citi stating this on XX/XX/XXXX. The charge was reapplied to our account on XX/XX/XXXX. We tried to contact XXXX XXXX but they were closed for the off season. We left messages for a return call which we did not receive. We sent a certified letter XX/XX/XXXX to XXXX XXXX which was returned for invalid address - the address was the one posted on their website. We tried many times to contact XXXX with no success. The account login that I had would not work. We called XXXX XXXX again on XX/XX/XXXX and spoke with a manager. We were told they did not receive funds from XXXX so we would have to contact them. On XX/XX/XXXX, I posted a negative comment on XXXX XXXX XXXX XXXX  page. On XX/XX/XXXX, I was contacted by XXXX XXXX and received an email from them. Again, they explained that they did not receive funds from XXXX so we would have to contact them. They tried on our behalf to reach XXXX but were unable to. The phone number for XXXX has been disconnected. We called Citi again today, XX/XX/XXXX with our dispute. We were told that because we had already disputed this once that we could not dispute it again. The problem is we are not disputing the original charge. The charge we are disputing is the XXXX charge that was not refunded by XXXX. Citi gave us a " courtesy credit '' of {$65.00} today. My husband asked where they got that number and was told " I have no idea ''.

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