Consumer complaint received 2018-06-11
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:
My complaint is against Citi Bank concerning my credit cards ending in XXXX and XXXX. 

On or about XX/XX/XXXX I received a package at my door that I wasnt expecting. It was a lap top computer from a company in XXXX OH, XXXX XXXX XXXX. I called them to ask why and discovered my credit card ending in XXXX from CITI Bank had been hacked ( I still had the card itself ). 

After checking my account on line I found that several purchases from that company had been made. The charges are as follows : ( see attached file XXXX ) XX/XX/XXXX {$520.00} XX/XX/XXXX {$520.00} XX/XX/XXXX {$520.00} XX/XX/XXXX {$510.00} XX/XX/XXXX I paid for all the charges I made to the card {$610.00}, in fact I accidently paid it twice. CITI did refund that duplicate payment. CITI closed that card out and sent me a new card ending in XXXX ( I have never activated this card ). I returned the lap top I received to the shipper and got a credit to my account from them and CITI gave me credit for the others. At this point all is good. 

But Then : Citi put one of the charges from XXXX XXXX back on my account with the explanation that ; they gave me credit and the shipper gave me credit duplicating a credit. But, that never happened. There was no duplication I was charged for four lap tops, fraudulently and credited, three from CITY and one from XXXX XXXX ( See attachment file XXXX ). 

To add insult to injury they accepted a charge to XXXX after it was reported stolen. They have after much hassle credited that. ( see attachment file XXXX ) Currently : There is {$510.00} on my account plus late fees that they refuse to take off. 
I have called about 15 times and talked to numerous people in various departments even being told things like oh I see what has happened we will fix it, " I ll make sure and fix that and call back '', " send you an email '', etc. never got that first call back or email. 

A few weeks ago, at their suggestion, I sent them an email with pages printed off their web site proving my point, never heard a thing from this. I will attach these documents for your review. 

CITI sent me a letter indicating they had contacted all three credit agencies to tell them of the issue but when I checked 27 days after the letter was supposedly sent none of the three agencies had received it. ( attachment file XXXX ) About 2 weeks ago I spoke to a supervisor in Security Dept., XXXX, she was going to fix it and call me back. Never did. She gave me the phone number right to her desk, ( XXXX ) XXXX - XXXX. I have called and left several messages with no call back. ( please try to reach her ) Then my insurance company XXXX put a credit on that card {$27.00}. ( attachment file XXXX ) Bottom line : I owe them nothing they owe me a check for the {$27.00}.

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 non-monetary relief