Consumer complaint received 2022-01-15
Company: CITIBANK, N.A.
State: NJ
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:
On Sunday, XX/XX/2021, I called XXXX XXXX to switch my cell phone service from a post-paid account to a pre-paid account. On this day, I was double charged for the first month of service plus sales tax ( {$40.00} + {$2.00} = {$42.00} ) by the sales team. I was told by the customer service rep/sales agent they could not see the first transaction on their end which is why they requested me to approve another charge for {$42.00}, despite having two email receipts from XXXX confirming both charges. The customer service rep/sales agent could not locate the first charge with the information I provided from the receipt and I was therefore promised this charge was likely pending on their end and would fall off my account in the next 2-3 business days. Please see attached for both receipts with information : 1. Order # XXXX generated on XX/XX/2021 at XXXX ET from location XXXX XXXX. Order # XXXX generated on XX/XX/2021 at XXXX ET from location XXXX These will show that the two transactions happened on the same day for the same amount, just a couple of hours apart. The first charge ( Order # XXXX ) could not be found in the XXXX system and they promised me it was only pending since they could not see a completed transaction despite me having a receipt from them. The second charge ( Order # XXXX ) was only authorized as XXXX told me the first charge was not actually run. I would have never authorized a second charge for the same bill. 

In fact, on my account page for XXXX, they entered the first payment as " Cash '' which is entirely false as I was on the phone. Please see attached for a screenshot of my account. 

On Wednesday, XX/XX/2021, I checked my Citi account and saw that both charges for {$42.00} had posted and one did not, in fact, fall off. On this day, I went to a XXXX store in person in XXXX XXXX, NJ as I could not get a customer service rep on the phone for this matter. At the store, the store XXXX  could not help me with a pre-paid account issue but was able to help me connect to a customer service agent on the phone to help with this matter. After speaking to a rep for over an hour, the rep in fact found both charges and agreed one was an error and would refund my card. I was given the confirmation number # XXXX that my Citi card would be credited {$42.00} within two business days. 

On Monday, XX/XX/2021, I checked my Citi account and saw there was no pending refund from XXXX and the two charges were still on my account from the XXXX. At this time, I filed a dispute with Citi for one of the charges ( as the other is correct for my first month of pre-paid mobile telephone service ). 

On XX/XX/XXXX, I received an update from Citi saying you have researched this matter and XXXX told you they were issuing me a prepaid card for the refund. Not only did I never receive a prepaid card, that information is not accurate as they told me on the phone on XX/XX/XXXX they were issuing a refund to my credit card on file. 

On XX/XX/XXXX, I was told by Citi they would not honor the dispute. There seems to be a great lack of detail from their end as to why despite showing two receipts from the same day. 

In summary, I was charged twice on XX/XX/XXXX for {$42.00}. I did not authorize XXXX to charge me twice as I was only paying for one month of pre-paid cell phone service. I did not violate any of their terms and services and this charge was not authorized and it is not a return of goods.

I have reached out to XXXX  and spent over 7 hours on hold and speaking with their customer service team. I have reached out to Citi to dispute the double charge. I am at a loss. I was overcharged by XXXX. XXXX can not accurately keep records as per my account page. XXXX promised a credit card refund but told Citi they would do a prepaid card refund. And Citi does not see the error in any or all of this. 

I have tried to resolve this myself but have not had any success. Please let me know if you need any further information from me about this issue. 

Please note, I originally used my Citi card ending in XXXX. My card information was stolen on XX/XX/XXXX and thus I had to close that card and get a new card number. My new card ends in XXXX. The accounts are linked on Citi and all information should be present for this matter. 

Thank you in advance for your assistance!

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