Consumer complaint received 2020-04-23
Company: CITIBANK, N.A.
State: CA
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 filed a claims with XXXX XXXX and CITI XXXX to resolve a Disputete regarding a seller who made a claim for payment through XXXX XXXX  for services or products that were not provided. In addition the seller misrepresented themselves as technical experts in the use of XXXX products. 

The facts of this claim are that on XX/XX/2020, I made a XXXX search for " XXXX XXXX Support '' resulting in the first response being an offer of expert technical support. I called the phone number provided, XXXX that was answered by a female person named " XXXX '' who stated that could provide assistance upon verification of my identity. " XXXX '' stated that it would be necessary to verify my identity by means of a XXXX XXXX  transaction. I questioned this transaction and she assured me that there would not be any charges made to me as a result of this process. She walked me through through the transaction setting that I needed to use the " XXXX identification code of XXXX '' in the transaction to complete the identification process. I asked her again if any charges would be made to me and she stated that this was a " dummy '' transaction and " no charges would be made. '' I began to explain the technical problems I was having and she could not understand what I was saying. I heard loud background noise and " XXXX '' said I should call her back on her direct line of " XXXX. '' I became suspicious and after hanging up tried to call her back, however, there was not answer at that number. 

At this point I felt that the conversation with " XXXX '' might not be legitimate and I called the CITI customer service at " XXXX '' to report a possible fraud. I was that two transactions had posted XXXX account in the the amount of {$510.00}. I promptly disputed this and was told to wait until the CITI statement period to further continue the dispute. I followed up with two more calls to CITIto make sure that the dispute had been filed. CITI advised me to close the credit card used for the transaction and they would issue a replacement. I followed up calling the seller and found that there telephone numbers Was given were no longer working. I obtained the name of the seller from XXXX XXXX  as " XXXX XXXX '' and have not been able to locate them. I also look at my XXXX XXXX  account and the sequence of events regarding the transaction showing that XXXX XXXX  sent emails to the seller ( XXXX XXXX ) and did not receive a response. 

The bottom line is that this seller did not provide any services or products, never quoted any pricing, and misrepresented themselves as " XXXX XXXX experts. '' I have talked to CITI XXXX several times and they have replied that there is nothing they can do except charge my account, which they have done even though they were notified immediately of the suspected fraud. CITI stated that in cases of " scams '' there is nothing they can do.

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