Consumer complaint received 2020-01-22
Company: CITIBANK, N.A.
State: FL
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:
Case # XXXX On XX/XX/XXXX, I, XXXX XXXX ( customer ) hired and contracted XXXX XXXX XXXX to fumigate with a tent my property located at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX. 

The agreed cost of this service was a one-time fee of {$1200.00}, as per attached contract. 

I gave the sales person my Citibank MasterCard ending in XXXX to process the {$1200.00} agreed charge. 

The tent with fumigation was installed on XX/XX/XXXX and removed on XX/XX/XXXX. 

On XX/XX/XXXX XXXX charged my Citibank MasterCard ending in XXXX the amount of {$1200.00} ( see copy of credit card statement ). ( charge # 1 ) On XX/XX/XXXX XXXX the merchant charged my Citibank card another {$1200.00}. ( charge # 2 ) Unauthorized On XX/XX/XXXX XXXX the merchant charged again for the third time my Citibank card {$1200.00}. ( charge # 3 ) UNAUTHORIZED I disputed two of the three charges. 

As per my contract I only agreed to a ONE TIME charge of {$1200.00}. 

Which I have already been charged for by XXXX to my Citibank MasterCard # XXXX on XX/XX/XXXX. 
That charge appears on my statement billing period XXXX along with the 2 other illegal charges that I disputed. 

This charge for {$1200.00} dated XXXX was paid IN FULL to Citibank on XX/XX/XXXX electronically confirmation number XXXX. 

One of the disputes has already been resolved. 
This explanation and the proof of my credit card statement as well as your records should have taken care of the second dispute. 


As per the contract I signed the number of charges should have only been one {$1200.00} charge to my MasterCard # XXXX on XX/XX/XXXX. 


It is my understanding that Citibank disputes are handled individually and by different investigators but in this particular case the situation would have probably been resolved sooner had it been handled by the same investigator. 

In closing and as a recap, my card was charged three times {$1200.00} on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

I only opened two disputes with Citibank MasterCard for the charge on XX/XX/XXXX and XX/XX/XXXX see the attached statement and your records. 

I have no way of knowing whether or not Citibank disbursed the funds for the original charge of {$1200.00} on XX/XX/XXXX to XXXX XXXX bank. 

My only knowledge is that I was charged the {$1200.00} on XX/XX/XXXX, the only authorized charge and I have already paid it in full to Citibank on XX/XX/XXXX electronically confirmation # XXXX I have contacted Citibank numerous times regarding this matter. 
On a couple of occasions, I was told by different supervisor at Citibank disputes that the reasons this dispute keeps getting closed and not resolved in my favor is because I have used the wrong terminology. I have never worked for Citibank or MasterCard and I am unaware of the appropriate terminology. 

On XX/XX/XXXX spoke to a supervisor at the Citibank dispute who apologized to me saying the reason the matter was not resolved was because the dispute was entered incorrectly and needed to entered as a duplicate charge that he would correct the file. 
On XX/XX/XXXX I called to follow up and was told by different supervisor named XXXX that I needed to provide a letter stating duplicate charge. 
I wrote Citibank to that effect and provided a letter stating duplicate charge. 

On XX/XX/XXXX seeing once again the matter was unresolved, I called again Citibank disputes was told that the matter was no longer been investigated. 
I asked to speak to a supervisor. XXXX the supervisor proceeded to tell me that the reason why the matter was not resolved in my favor was because the charge could not be categorized as a duplicate charge. ( i guess the last supervisor was wrong ) He apologized and told me it is to be categorized as an unauthorized charge. 
Once again, as per request from supervisor XXXX, I sent a letter to that effect Unauthorized charge.. See all attachment ) This matter has been going on since XX/XX/XXXX. 
I feel victimized by Citibank and their process. All I know is I agree to a service from a merchant named XXXX for a {$1200.00} termite tenting and as of right now I am been charged {$2400.00}. 

Please help me resolve this situation as I has been a struggle dealing with Citibank and the clock is ticking ... 


I remain available to answer any questions and can be reached at XXXX or at XXXX. 
Thank you in advance for the prompt handling of this matter. 
should you have any trouble opening any of the attachments please contact me asap. 

XXXX 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 explanation