Consumer complaint received 2023-02-21
Company: CITIBANK, N.A.
State: AL
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/XXXX I used my Citibank credit card to rent a truck from XXXX in the amount of {$2300.00}. XXXX contacted me a couple of days later to inform me that my card had been declined multiple times due to an authorization issue ; so I decided to use my debit card to make the purchase instead. In XXXX, Citibank informed me that they closed my account, so naturally I thought nothing about the charge that never went through. On XX/XX/XXXX, I received an email from Citibank informing me that they authorized the purchase with XXXX for the amount of {$2300.00}. 

I then call Citibank immediately and told them I paid that amount using my debit card because it had been declined by them so many times and then closed my account. I then proceeded to forward my bank statement to them to show proof that I used other means to pay XXXX. 

Since XXXX, Citibank has been telling me that the charges would be reversed, and will reflect on the following months statement, and each month it isn't being resolved. When I receive my statement each month, that amount I'm disputing is still reflected on my account. I've been transferred from person to person for 3 months, with no resolution. 

I even called to find out what my true balance was so I could make my balance XXXX and be done with this. I was told to just subtract {$2300.00} from the current balance, and that's what I owe them ; not taking into account that I'm being charged interest on money I never used. They keep giving me the run around and keep telling me they can't give me more information about my account because it's now closed. 

I received my new statement on XXXX XX/XX/XXXX and the amount is still on my account. Prior to receiving this statement, I spoke to a dispute specialist, who then transferred me to another department and provided me with a direct number to that department. At that time he said, they can't do anything with my account at that level it needed to be handle by someone higher then that department. 

When I called Citibank today ( XXXX XXXX ), I called the direct number given to me a week ago, since the specialist told me this was the department who has the authorization to resolve this issue. This person ( the person I spoke to with the elevated status ) told me the correction will be on my XXXX 's statement. When it wasn't I called the direct number again today ( XXXX XXXX ), I was once again transferred back to the dispute specialist, this is the same sector that from what they told me, could not fix this at that level and my case had to be elevated. 

Now I'm at the point where the two sectors keep taking my back and forth between the two, with nothing being resolved. 
Citibank has admitted to me a number of times that the balance is incorrect, but no one seems to be able or willing to right the wrong.

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