Consumer complaint received 2020-05-06
Company: CITIBANK, N.A.
State: GA
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:
I purchased a flight XXXX in late XXXX of XXXX. The amount of my ticket was {$250.00} taxes and fees were {$47.00} and I also purchased cancelation insurance for {$21.00}. The total amount of my purchase was {$320.00}. There were no additional fees such as baggages or carry on fees. I received my credit card statement from Macy 's XXXX XXXX in late XXXX. My statement shows 2 separate transactions both from XXXX. One for {$370.00} and the 2nd charge was for {$21.00} that is a total of {$390.00}. A difference results in an OVERCHARGE of {$75.00}. My credit card statement should have only been {$320.00} in lieu of {$390.00}. I proceeded to contact us XXXX when I was aware of the era sometime in mid XXXX And I was told by the customer service representative that their records only show that my credit card was charged {$320.00}. They advised me to contact my credit card issuer and discuss and resolve the complaint with them. After going back-and-forth with XXXX a few times I finally contacted Macy 's and advise them of my dispute. I faxed over a copy of my itinerary which shows an itemized list of all of the charges from XXXX. The Macy 's  customer service rep advice be that it would take 1 or 2 billing cycles and that they would notified me of the final outcome. However, I received a mail from Macy 's XXXX XXXX stating that the dispute was unfounded. I contact Macy 's XXXX XXXX once again and talk with another customer service rep who went over the supporting documents and found the undeniable billing error. He opened a 2nd dispute claim and proceeded to place me on hold to discuss the matter with his supervisor, who in turn told me that I would receive a credit in 2 different transaction on my statement. One would be for {$21.00} the 2nd credit would be removing the {$370.00} that was in error and replacing the charge with the correct amount of {$320.00} and issue a credit for the difference which is {$54.00}. Complete credits issued would total the {$75.00} discrepancy. The customer service rep apologize for having to call so many times and the matter still not be resolved and he promised and assured me that it was taken care of and it will take 1 or 2 billing cycles before the credit hit my next statement. However, I received yet another letter in the mail from Macy 's XXXX XXXX stating, " due to the length of time that has elasped since this charge was first billed, we no longer have recourse to obtain credit for this charge. '' They have been closed for over 2 mths due to covid19 and I unable to reach them. I did reach out to XXXX again XX/XX/XXXX and spoke with supervisor XXXX. He informed me they NEVER recvd dispute from Macy 's and amount they charged my credit card is {$320.00} per their records. Remember, I opened 2 diff disputes with macy with 2 diff claim numbers. Macy 's however removed the interest for the disputed ant on my XXXX stmt but not {$75.00} credit.

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