Consumer complaint received 2022-09-17
Company: CITIBANK, N.A.
State: OR
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:
Approximately, earlier this year we opened a new credit card for our purchases. We closed the Costco Anywhere Visa Card from Citi and waited for charges to clear. All payments were made on time. I noticed a recurring charge from XXXX. We were already paying XXXX  from a separate account. I called XXXX and we went over every account in the house, tv by tv, to discover which tv was being charged. None in the house were being charged including handheld personal devices, phones, laptops, and XXXX. 
This prompted me to file a dispute to charges on my credit card with Citi ending in XXXX and later reissued to end in XXXX. 
A short time later, the dispute was refunded to our account and I asked for a refund since the account was closed. That refund was sent to us. I deposited it in our account and considered the matter and account closed. 
In XXXX, I get an email from Citi stating that we have a balance, and my statement is available by the email link. At the time, I ignored the email, thinking that the company made a mistake and they will correct it over time. 
On XX/XX/XXXX I get another email that says I have a balance of {$490.00}. I notice that the balance is increasing. It also states a minimum payment of {$75.00}. 
I contacted Citi customer service on XX/XX/XXXX at approximately XXXX XXXX  XXXX. 
I was told that a portion of their company that handles disputes changed their decision and that I was notified in XXXX by paper statement and electronic statement. I have NOT EVER received a paper statement. I stated to the representative that I can not access this information I no longer have the credit card number ( which would allow me to recover my online id and eventually password ). The representative then stated that she could change me over to paper statements delivered to my home. That seemed like an odd thing to say if I was getting paper statements as stated by the representative previously. 
Regardless, a paper statement is being sent which will arrive in 7 to 14 business days according to the representative. 
I also asked that all late charges on this account be suspended until this issue is resolved. 
Not sure where to go with this next. I feel like I did all the steps I was supposed to do. Citi made their decision and refunded the amount. We closed the account and moved on. Then CITI changed their mind and recharged us again. They also failed to provided notice except by email of a statement we couldn't access. They also did not mail to us a copy of their decision to change their mind on the issue. No even sure how that is allowed. 
Can provide more detail when the statement arrives. Will also be asking for an explanation in writing of the change in decision on our disputed charges.

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 monetary relief