Consumer complaint received 2021-05-26
Company: CITIBANK, N.A.
State: OH
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:
XX/XX/XXXX : my car was taken to XXXX XXXX XXXX XXXX XXXX and I was given an ESTIMATE of work for {$3200.00} for a clutch replacement. The ESTIMATE total ( {$3200.00} ) posts to CITI VISA the same day. 
XX/XX/XXXX : I'm given an ESTIMATE for {$1900.00} for struts & steering ; the ESTIMATE total ( {$1900.00} ) posts to VISA the same. 
XX/XX/XXXX : I'm provided a FINAL INVOICE ( # XXXX ) of {$5200.00} ( total of {$3200.00} + {$1900.00} ) which I authorize payment. This FINAL INVOICE posts to CITI VISA on XX/XX/XXXX. 
XX/XX/XXXX : the car is towed into the shop. I'm given an ESTIMATE for repairwork ( # XXXX ) for {$3400.00} which posts to CITI VISA the same day. 
XX/XX/XXXX, another charge for {$3400.00} posts to CITI VISA ( this is a DUPLICATE charge : there is no estimate or final invoice to support this ). 
XX/XX/XXXX : FINAL INVOICE of {$3400.00} authorized, posting to VISA on XX/XX/XXXX ( # XXXX ) Thus, the ONLY 2 FINAL INVOICES I authorized were for {$5200.00} on XX/XX/XXXX ( posting on XX/XX/XXXX ) and {$3400.00} ( billed on XX/XX/XXXX and posting on XX/XX/XXXX ). Total : {$8600.00}. However, the shop sent through charges NOT AUTHORIZED of {$3200.00} ( XX/XX/XXXX ) + {$1900.00} ( XX/XX/XXXX ) + {$3400.00} ( XX/XX/XXXX ) + {$3400.00} ( XX/XX/XXXX ) totaling {$12000.00}. 
I disputed the charges on 3 separate occasions, the most recent on XX/XX/XXXX. They claimed the merchant was either noncooperative or produced legitimate bills ( which I have documents showing estimates and final invoices ). CITI claims that once I've entered into a business transaction with the merchant, I've authorized him to use my card ; I only authorized its use for LEGIT purchases, not FRAUDULENT ones. Every time I call CITI, I'm told they have " guidelines '' they must follow, but will not tell me what guideline is preventing them from helping me further. I've contacted the shop owner on multiple occasions, requesting this " mistake '' be corrected, but he claims that it has been ( not true ). I've written/spoken to the Bureau of Automotive Repair ( BAR ) in California ( where this shop is located ), I've written/spoken to the California Attorney General 's office ( they won't do anything against the owner, etc ), the XXXX County ( XXXX ) District Attorney, the XXXX XXXX Police Department and spoken with CITI VISA supervisors multiple times. All I get is " I'm sorry ''. I do have a police report filed, but until I can prove malicious intent, then it's considered a mistake ( which it can't be if I've spoken with the shop owner multiple times to report the " mistake '' is still not corrected ). 
I've asked CITI " in good faith '' to reopen the dispute or refund my money, due to THEIR ERROR in approving the payment of ESTIMATES, which I DID NOT AUTHORIZE. They refuse to do either. I need someone to advocate for me, please!

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