Consumer complaint received 2021-08-30
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I had made a one room reservation with XXXX XXXX XXXX XXXX XXXX , XXXX, FL for 6 nights ( XXXX ). However, on the day of the check-in ( XX/XX/XXXX ), I had to cancel the reservation. So, understandably, I was charged for one night of {$190.00} on my Citi credit card, due to the late cancellation. However, soon afterward, I received my Citicard statement. I was charged additional charges of {$790.00}, 4 additional charges of {$190.00}. 
On XX/XX/XXXX, I called the hotel and talked to XXXX, who said the manager will credit back the overcharged amount for me. On XX/XX/XXXX I called the hotel again, since I had not seen any credit made onto my card. XXXX the receptionist told me then that the manager XXXX is out on his lunch and will call me back. On XX/XX/XXXX, I called the hotel again since I had not heard from XXXX. XXXX got on the phone and said he will check on the problem. But, he never did credit me back the amount onto my card. So, on XX/XX/XXXX, I called Citicard and explained the situation to XXXX the representative, who told me that she will have to make a security closure on the card, because of the many transactions involved. She then issued me a new card and open an investigation on the charges. She also said that Citicard will credit me back the whole amount that was charged while they are doing the investigation. On XX/XX/XXXX, I received an email from Citicard about the investigation. They attached a copy of XXXX XXXX XXXX XXXX XXXX ' charge on my Citicard on XX/XX/XXXX for a total of {$190.00} only, not 5 times the amount. Then, on XX/XX/XXXX, Citicard send me another letter that they are closing the investigation, because they said that the hotel 's statement proved that I had given them the card information, therefore the charges were legitimate. However, those additional charges were not legitimate, because I did not authorized them. I only authorized XXXX night charge. The statement from the hotel also showed that only one night should have been charged on my card! Not 5 nights! On XX/XX/XXXX, I talked to XXXX in Citicard Finance Department, she said that since the case is not due to a fraud, they closed the case and charged me the whole amount back onto my card again. She told me that I would have to try to resolve the problem with the hotel myself. By this time, the hotel had changed ownership. I made several phone calls to the hotel and was finally able to talk to the receptionist XXXX on XXXX of XXXX and then to the new manager XXXX XXXX on XX/XX/XXXX. XXXX told me that as a new owner, he is not responsible for the previous owner 's fault. So, he refused to credit back the money to me. So, I also called XXXX customer care, but they said the problem is between the hotel and I, so they will not get involve, either. I continued to call Citicard to assist me, so on XX/XX/XXXX, they send me a letter with the proof that they had released the fund to the merchant 's acquiring bank on XX/XX/XXXX and don't want me to dispute the charge anymore. Please, help!!!

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