Consumer complaint received 2020-08-15
Company: CITIBANK, N.A.
State: NC
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:
On XX/XX/2020, my wife, XXXX, used our Citibank credit card, which we are both account holders of, to book a vacation rental for a home in XXXX XXXX, NC through XXXX XXXX XXXX XXXX ( XXXX ) for JXX/XX/2020. That charge for the stay, including taxes was {$4300.00}. There was an additional deposit of {$250.00}. These were to two ( 2 ) authorized charges for our stay and booking. That same day, we noticed that these two ( 2 ) charges were each posted twice to our Citibank account, a minute apart. We immediately contacted Citibank who informed us they were not " holds '' but actual charges. Citibank marked the double charges as disputed and said that they would look into the matter. We also contacted XXXX, which is owned by XXXX, and advised them about the double charges. After repeated telephone calls, the dispute was still not settled and neither company could provided us with a straight answer. During the week of our stay at the beach rental, the owner came to see us and told us that XXXXXXXX  had contacted him and said that he would not be getting paid pending an investigation into us being double charged. It was rather embarrassing. We immediately contacted XXXX, who would only advised that their billing department, who does not speak with consumers over the telephone, was investigating the matter. Citibank, after repeated telephone calls throughout that week, eventually told me that it was obvious that there we were double charged. The customer service representative also stated that we should no longer contact XXXX/XXXX and instead allow Citibank to handle the dispute within seven to ten business days. On XX/XX/2020, Citibank informed us electronically that they had completed their investigation into the disputed double charge of {$4300.00} and {$250.00} was closed and that they had sided with the merchant. This means that the inerrant double charges of {$4300.00} and {$250.00} will be no longer marked as disputed, but posted to our account and left or us to pay. This week, I contacted the NC Attorney General 's Office and included statements and emails from both companies. The NCAG 's Office, agreed that we were double charged, but referred me here since Citibank is a national bank. At this point, we have done all we can do as consumers. We have spend multiple hours on the phone with these two companies. I will attached some emails and statements. Please note that the included statement for Citibank may not include the newly posted, once marked as disputed charges of {$4300.00} and {$250.00}. Our next statement closes on XX/XX/XXXX, which is when the double charges will be officially be posted. It is my hope that someone here can help us in this matter, since our own bank won't.

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