Consumer complaint received 2017-08-10
Company: CITIBANK, N.A.
State: GA
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:
I live in XXXX GA and on XX/XX/XXXX I traveled by car to my dads in XXXX XXXX TN. While there I made card transactions with my Citi credit card both in TN on XX/XX/XXXX and on XX/XX/XXXX. On XX/XX/XXXX I received a fraud alert from Citicards about purchases that went thru on XX/XX/XXXX. I reviewed my account online and saw 15 transactions that took place in Illinois, mostly XXXX. Some at the same place over and over. I immediately called and was already online to disput the transactions which the representative told me I could do. I hung up without him advising that if it was multiple transactions or pending I would need to dispute with him ( which I found out when I called again ... ) I did not receive a case number just an email advising I had a dispute opened. It did not identify any transactions. After not hearing or receiving any type of communication about my claim ( my card was closed so I could not access online banking ) in over a week I finally received my new card and was able to review online and saw they had credited me with 9 of the 15 transactions. I once again called to ask about my claim on XX/XX/XXXX and was then informed of the fact that with pending/multiple I should have called it in. She disputed the remaining items and once again I was not provided with a claim number or any information on my claim in regards to resolution timeframe or anything. I called again on XX/XX/XXXX and was told it was still processing, I requested to file a formal complaint with them as I did not think it was fair that they did not provide me with any type of resolution in writing/email. But I was told I would receive communication from them in regards to my case, nothing to date. I called again on XX/XX/XXXX as my statement has now ran and I have 15 fraudulent charges on my card, and charged interest and only 9 dispute credits. I was then told that they would resubmit my transactions after I had to go over it transaction by transaction as she told me I already had my full credit, so no one reviewed this the previous times I called. I again asked to file a formal complaint, again as I did not think it was fair that I have not received anything from them in regards to my claim, which the person advised she would file it for me but could not give me a case number and I was advised it was for internal tracking only. I was then advised I would receive my credit within 2-3 days, it is now XX/XX/XXXX and I just do not want to call again. If they could just provide to me in writing why they believe they should not have to pay the fraudulent transactions on my statement ending XX/XX/XXXX I would at least be able to provide proof that there was no way I was in XXXX!!!

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