Consumer complaint received 2023-05-15
Company: CITIBANK, N.A.
State: OK
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:
Below is a copy of the attached letter mailed to Citibank on XX/XX/XXXX explaining the start of the problem. They received the letter, as the request to cease payments until this is resolved seems to have been put into action. Today I reached out to simply see if this was being looked into, had any updates, or when I could expect to hear from them as I have heard nothing as of XX/XX/XXXX. I spent 30 minutes messaging their customer service only to be told that their records say everything is sorted but I can call if I don't like that answer. My account, when accessed via the mobile app, states I still owe {$270.00}. Accessing via their website says my current balance is still $ XXXX. 

" C I T I B A N K XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  It has come to my attention that my closed Citi Diamond Preferred Card account ending in [ redacted ] has been overcharged by Citibank on a recurring basis since my billing statement for the dates XX/XX/XXXX to XX/XX/XXXX. " Purchases '' have been charged to the account closed in XXXX XXXX that have negated the progress of my payments significantly and incurred additional interest not owed to Citibank. These amounts were labeled " payment corrections '' on my statement. 

When I called Citibank customer service at XXXX and XXXX on XX/XX/XXXX, I spent a total of 65 minutes being transferred between different departments while trying to inquire about what the charges were for so I could proceed appropriately with future payments and personal budgeting for these payments. No one that I spoke with, including the supervisor in a department, was able to determine the reason for these charges or what they might be on my bill for. I was told that no one had seen this before, that they weren't sure, or that they could not figure out what was meant.

After carefully combing through my statements since the closure of my account, Citibanks own records reflect that I have now overpaid {$3000.00} in un-owed payments and additionally accrued interest as of the date of this correspondence. I would like to see this matter put to rest by full reimbursement of all overpaid amounts ( including any additional autodrafts Citibank pulls from my account while this is being resolved ) and the account permanently closed and cleared. I do not want to draw this into a legal issue or depart Citi bank with ill will. I would much prefer to be able to quickly and fairly resolve the matter so all parties can exit the situation gracefully.

Attached to this letter are two " exhibits ''. These are printout of a spreadsheet version of my account statements. Exhibit A contains every interest, payment, and " payment correction '' ( listed as " purchases '' ) reflected on my Citibank statements. Exhibit B contains the same information with the incorrect " payment corrections '' ( listed as " purchases '' ) filtered out to reflect the true balance of my closed account with Citibank.

Please help me resolve this issue in a timely and efficient manner. I can be reached by the following methods : Mailing address XXXX XXXX [ redacted ] Phone [ redacted ] E-mail [ redacted ] I look forward to reaching an optimal solution with you as quickly as possible. 
Regards, [ redacted ] ''

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