Consumer complaint received 2019-08-25
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2019 I contacted Citibank to filed an investigation on four fraudulent charges in the amount of {$99.00} made on my debit card that were not authorized. The investigation was started and I was granted a provisional credit of {$390.00}. I was informed that I would be contacted on the outcome of the investigation. On XXXX XXXX a letter was mailed advising the case had been resolved and that I was at fault, the letter stated the amount of {$390.00} would be deducted from the account on XX/XX/2019. Please note that I never received the letter mentioned above. On XXXX XXXX the amount of {$390.00} was deducted from my checking account. I contacted Citibank on XX/XX/2019 requesting to understand the reasons for the decision and to request copy of the investigation results. The representative who assisted me apologize for the inconvenience of the matter asked if I wanted to filed an appeal on the decision. I accepted and agree to the appeal of the decision. The representative also agree to credit my account in the amount of {$99.00} x 4 times equal to {$390.00} the credits are shown as credit adjustments for inquire # XXXX. The same day the amounts were deducted from my account in the amount of {$99.00} x 4 equal to {$390.00} shown in the statement as " other debit ''. 
I contacted Citibank and was advised that case was still under investigation and needed to wait the time for the results. On XX/XX/2019 I received a letter advising that the case had been resolved and the request for reimbursement had been honored, a credit will be posted to the account in the amount of {$390.00}. I contacted Citibank and spoke to representative on Wednesday, XX/XX/2019 to inquire on the status of the reimbursement. I was informed the reimbursement would be credit 10 days after XX/XX/XXXX. On XX/XX/XXXX I called Citibank and spoke to XXXX to inquired on why I had to wait the long time wait for the reimbursement. He was unable to retrieve the information in his system and had me on line for more than 50 minutes after I requested to speak to a supervisor. I was transfer to the  supervisor but immediately after the transfer the call dropped and was disconnected. 
I proceeded in calling Citibank again on the XXXX and spoke to representative XXXX she was unable to provide any further information other than the case being closed and reimbursement completed. I informed that reimbursement had not occurred and I was still pending the credit of {$390.00}. She contacted Citibank Investigation unit and was advised that credit had not been disperse and would be credit 3 days after XX/XX/XXXX. 
My account on XX/XX/2019 showed no credit and I proceeded in contacting Citibank to request an update on the issue. The representative informed that credit had been issued and case close. I informed him the credit had been reverse and taken out of my account on the same day on XX/XX/XXXX. 

I was transfer to XXXX Citibank Supervisor he checked the system and advised the case closed with reimbursement completed. I informed him that credit of {$390.00} had been reverse and I was pending the credit based on the instructions of the letter. At this point I was upset and demanded he resolve the issue. He advised that he would personally contact me within 24 hours on the status of the case. 

I never received a follow up call from any representative of Citibank or was I given the credit. It's disappointing that every time I contact Citibank I receive different versions and nothing resolved. I am still out of {$390.00} and I feel Citibank is being deceiving in the handling of the case. Please help me. I have all the supporting documents to support the claim.

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