Consumer complaint received 2022-05-18
Company: CITIBANK, N.A.
State: MO
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/2022, we went to dinner at a Restaurant XXXX XXXX XXXX, Missouri called XXXXXXXX XXXX. Our total bill before tip to the server was {$160.00}. We attempted to pay with our Citi credit card. Citi blocked the transaction for concern of fraud. The server swiped the card into the payment system 5 times because they received the declined message at their point of sale system. The server returned with the card saying it was declined, so we paid with our debit card from XXXX XXXX XXXX, adding a tip of {$40.00}, bringing the total to {$200.00} ( attached document titled XXXX XX/XX/2022 Statement shows the payment from the credit union to XXXXXXXX XXXX  processed on XX/XX/2022 ). At this point, I opened the Citi app and noticed an alert for the declined transaction asking if we had made the transaction. When I selected Yes we were attempting to use our credit card for the purchase, a notice came across the screen saying to pay again as they had stopped the previous transaction. I also received a text message from Citi that they stopped the transaction, as well as an email ( attached documents titled Text Message and Citi Fraud Alert Email, I do not have screenshots of the in-app notification, but the text and email document that Citi did decline the transactions ). 

On XX/XX/2022, I noticed the 5 original transactions for {$160.00} were charged to the Citi card ( attached document titled Citi Statement shows these 5 transactions ) and filed a dispute with Citi for these transactions ( attached document Citi Dispute Opened Emails show the 5 email receipts from opening these disputes ). When I opened the dispute, Citi requested documentation that we paid XXXX XXXX  via other payment method, which we supplied a sent screenshot from XXXX XXXX XXXX as the statement had not yet been processed ( attached document XXXX  Screenshot ) On XX/XX/2022, I received notice from Citi requesting a signed statement that we paid via another method ( attached documents Citi Need Info Email ) and sent the requested signed letter stating the method was paid in another form ( attached document Citi Signature Letter ) and emailed it to their billing dispute email as request ( attached document XXXX Email to Dispute ). 

On XX/XX/2022, I received notice the original letter was illegible for their processor and the dispute was closed with instructions on how to reopen the dispute. I responded with an updated copy of the requested letter via email ( Attached Document Citi Signature Letter 2 and Updated Dispute Letter ). 

On XX/XX/2022, I received notice that Citi needed an additional letter with the signature requesting similar information. I supplied this letter via another email to Citis dispute email address which can be seen in the Updated Dispute Letter email ( attached documents Updated Dispute Letter and Citi Letter 2 ) On XX/XX/2022, I received notice that Citi needed the letter mailed to them with the documentation that the transaction was paid for via another payment method ( attached document Action Required Letter and XXXX XX/XX/2022 Statement ). I mailed this letter on XX/XX/2022 via USPS to their requested address XXXX XXXX  XXXX, XXXX XXXX, SD XXXX. 

On XX/XX/2022 I received notice that the dispute was closed and Citi was unable to resolve in our favor ( attached document unable to resolve letter ). 


At this point, I believe we have been beyond patient with Citi and followed all requested steps by Citi and provided adequate documentation to resolve the issue.

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