Consumer complaint received 2021-08-07
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:
This is an amendment to case XXXX filed on XX/XX/21 against Citi. 

As a reminder, I purchased a vacation fare from Costco XXXX on XX/XX/21 using my Citi Costco Card for {$470.00} to include airfare on XX/XX/21 and XX/XX/21 and 2 nights hotel for XX/XX/21 and XX/XX/21 at XXXX XXXX XXXX and XXXX, XXXX XXXX XXXX XXXX, XXXX OR. When I checked into the hotel, I provided my name, reservation information and Citi Costco card for incidentals. I incurred no incidental charges and used the level of room ( 2 queen beds ) that I reserved. I completed all travel on those dates. When I returned home, I saw that I was charged {$190.00} by the hotel for services that were covered by the Costco XXXX  reservation. I submitted a dispute to Citi for the {$190.00} including documentation of the reservation. On a letter dated XX/XX/21 that I received on XX/XX/21, Citi stated that because I received services I would not receive credit. Instead they started a dispute for {$190.00} against Costco XXXX. I received the services I paid for from Costco XXXX ; the hotel charged me for services that they were paid for by Costco XXXX. At no point was I contacted by Citi about opening a dispute against Costco XXXX. 

Herein is the update On XX/XX/21 I received a 26-page letter from Citi dated XX/XX/21 requiring action by me before XX/XX/21. Included on page 19 of the 26-page letter was Costco XXXX XXXX 's response where they dispute that I had not attempted to contact them and they had not been given an opportunity to address cardholder concerns. I, of course, agree with Costco XXXX because *I* did not open the dispute with Costco but Citi did . Fortunately on page 19 of the letter, Costco included a cost breakdown of my reservation which included {$220.00} to XXXX XXXX XXXX and XXXX XXXX XXXX. To remedy this, Citi needs to resolve my dispute correctly with XXXX XXXX XXXX and XXXX XXXX XXXX, credit me the {$190.00} incorrectly charged by XXXX XXXX and advise Costco XXXX that I did not open the dispute with them. I implore CFPB to take note of the poor timeliness of Citi 's mail. In both mail communications I've received from Citi, it has taken 11 and 20 days to receive their communications. My mail carrier delivers all other forms of mail in a timely manner so I would argue that Citi is not sending out the letters on the day ( or next or next ) that they are dated. If Citi sends out letters on their stated dates, then they need to be aware that consumers are receiving the letters too late to respond and they must consider adjusting the timeline for responses. On XX/XX/21 I called Citi and was unable to resolve the dispute over the phone. Instead I was instructed to wait for an email " in 3 or 4 days with instructions ''. I find that unacceptable as well since I've been waiting nearly 2 months to get an obvious incorrect charge resolved. 
I am attaching pages 1 and 19 of the 26-page letter. Citi should have the other 24 non-relevant pages in their system. Also attaching Citi 's response to my original CFPB complaint where they write that they will seek to reopen the dispute with XXXX XXXX if they provide proof that XXXX XXXX was paid.

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