Consumer complaint received 2021-12-08
Company: CITIBANK, N.A.
State: FL
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: Overcharged for something you did purchase with the card

Complaint:
On XX/XX/2021 I filed a dispute with CitiBank AT & T Universal Mastercard regarding a merchant ( XXXX XXXX XXXX Florida XXXX XXXX ) failing to provide service and for damages in the amount of {$1400.00}. Citibank provided a conditional credit in the amount of {$1400.00} The merchant ( XXXX ) and I settled the dispute in XXXX of 2021. In accepting a private settlement with merchant, I removed and cleared the dispute. I paid Citibank the amount of {$1400.00} in full before the billing cycle ended. 

On XX/XX/2021 I contacted Citibank for a duplicate charge for the same amount of {$1400.00} which appeared on the XXXX statement. Citibank Customer Service informed me they would adjust the amount within 7-10 business days. 

On XX/XX/2021 I spoke with XXXX from Citibank after noticing the amount was not adjusted and was told it would be within 7-10 days and was given a reference number. I also spoke with a Citibank Supervisor within the Billing Dispute Department who again asserted the adjustment would be made. I also received a generic letter stating the adjustment was made. The letter also appears on my online letters and documentation link dated XX/XX/2021. 

On XX/XX/2021 I spoke with XXXX, XXXX, and XXXX ( Citibank supervisor from the escalation team ) that informed me they were sending an internal message to the " back office '' to make the necessary adjustment. He reassured me my account would be adjusted within 72 hours. 

On XX/XX/2021 I spoke with XXXX and a Citibank supervisor named XXXX ( Id # : XXXX ) that stated he was messaging an " investigator in the back office '' to have the account adjusted and that it would take 2-3 business days for his request to credit the amount of {$1400.00}. 

On XX/XX/2021 I spoke with XXXX and Supervisor XXXX from Citibank at the Kentucky office. I expressed my displeasure and dissatisfaction with the many unanswered contacts regarding the duplicate charge of {$1400.00}. I informed her I've had no resolution nor information regarding this matter. She advised me was messaging the " back office '' and would take charge of the case with a promise to followup with me a week later. She mentioned an audit would be conducted but would most likely be time consuming. 

On XX/XX/2021 I received a Call from XXXX at Citibank. She informed me she did not have an answer as of yet and that she was forwarding the issue to the escalation department. I have requested a physical address and or email address to send a written complaint to have this duplicate charge in the amount of {$1400.00} resolved and have not been given neither. I was promised another call back from XXXX on XX/XX/2021. I have lost confidence and trust in Citibank after a 25 year banking/credit relationship where I have never been late nor had any previous issues. I've also lost excessive time, money, and patience in attempting to resolve this matter.

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