Consumer complaint received 2022-10-28
Company: CITIBANK, N.A.
State: NY
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:
Original charge was as follows " XXXX XXXX XXXX XXXX XX/XX/XXXX Purchased On XX/XX/XXXX Posted On XX/XX/XXXX Cardmember Name XXXX XXXX Category Merchandise - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Merchant Country XXXX I challenged this before it posted as the item ordered was a XXXX litre box of XXXX XXXX ; XXXX XXXX XXXX XXXX. It is not surprising that a clothing merchant would have difficulty delivering box wine in the XXXX Using the chat function on the Card I noted it was a false charge and appeared to be from a XXXX XXXX  urging them to investigate. 
They claim that I said goods not as described. My recollection is I said that goods were never received which they weren't. I certainly reiterated that in later chats when the false charge did not disappear XXXX Universal XXXX they reversed the charge then re-established it when the merchant claimed they had delivered the goods. 
They wrote to me to my XXXX address saying the merchant claimed they had delivered the goods and requesting me to provide evidence but how I could provide evidence that an item was not received was not clear to me, but any way I was in XXXX for the summer as I had advised Universal XXXX  so if they had been paying attention would have contacted me by email, phone or chat. I found the letter on arrival early XXXX and got in touch with Universal card to reiterate goods never received. One of the reps with whom I spoke today XX/XX/XXXX appeared to claim the letter sent to my billing address in XXXX had been sent also to me by email I do not recall seeing that and would like Universal card to please provide a copy of same. 

I called Universal card before the end of the payment period XX/XX/XXXX or XXXX and spoke to somebody whose name was, as I recall, XXXX and she said the charge was wrong and that there was nothing overdue as of XXXX XXXX. Please request copies of that plus all other phone calls made to them. 
They have still put an overdue fee of {$29.00} on my account despite fact it was for an item they now agree was erroneous I was on along call with someone called XXXX and followed up with the chat function which then suddenly cutoff Please see below cc of as much of that chat as I could preserve Today XXXXXXXX XXXX  false charge of {$29.00} Read XXXX XXXX Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. A representative will be with you in a few minutes. 
Sorry to ask but could you say that another way? 
XXXX XXXX - Citi XXXX  false charge Read XXXX XXXX A representative can help with that. Would you like to chat with them about it? 
XXXX XXXX  - Citi XXXX  Yes Read XXXX XXXX OK, let me get a representative to help you. 
XXXX XXXX - Citi XXXX You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Hello XXXX, Just got off phone call with disputes centre name I think XXXX re false charge from XXXX de XXXX XXXX XXXX XXXX XXXX this charge has been credited to my account Read XXXX XXXX You are now being transferred to the next available representative. 
But {$29.00} late fee still appears on my account. Please remove it Read XXXX XXXX Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 
?? 
Read XXXX XXXX  You're now connected to : XXXX. 
Hi XXXX, Welcome to Citi Live Chat. We appreciate the opportunity to serve you. Can you allow me a moment while I review your request? How is your day? 
XXXX XXXX- XXXX XXXX XXXX XXXX XXXX  Sure, I can check this for you. Please allow me a moment to review your account. 
XXXX XXXX- XXXX XXXX, I'm really sorry, I tried to waive the late fee but the system is not allowing me to do that and as a chat agent I have limited access over the chat. Unfortunately, the request for a late fee refund has not been approved due to a late fee refund or suppression already processed in the last 12 months. 
XXXX XXXX - XXXX Thanks for trying. Will advise CFPB of what I submit is CitiBanks unethical conduct in this matter Am online with them now. May I suggest you or your supervisors rethink. If not please confirm you wont so I can file my complaint with them Read XXXX XXXX I can clearly understand your concern but the system is not allowing me to raise the request if the system allows I'll be very happy to help you on this. 
Sure, let me go ahead and connect you to my supervisor. 
XXXX XXXX - XXXX You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
CFPB is requesting date of original charge and when it was challenged.. Please providee?? 
Read XXXX XXXX  I've checked your account and can see that your last statement was generated on XX/XX/XXXX of {$49.00} which is due by XX/XX/XXXX and we have not receive the payment by due date due to which you were charged the late fee on your account. 
XXXX XXXX - XXXX Please see long running dispute. It was a false charge. Flagged as such on line before it posted Told XXXX suspicion it was a phishing site. 
Read XXXX XXXX No goods ever delivered and that fact noted in online chats such as this XXXX online with them now. XXXX I suggest you or your supervisors rethink. If not please confirm you wont so I can file my complaint with them On line with CFPB. 
Read XXXX XXXX I can totally understand your concern let me check about the dispute so we can try to waive the late fee. 
XXXX XXXX - XXXX XXXX I know when did you dispute the charge? 
XXXX XXXX XXXX Before it posted which was back in XXXX I think At that time as Citi knew I was in XXXX Read XXXX XXXX Something Went Wrong, but we're working on it. Please try again later. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Please check the facts. Am happy to elaborate on any aspect 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