Consumer complaint received 2022-12-19
Company: CITIBANK, N.A.
State: NY
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: Card was charged for something you did not purchase with the card

Complaint:
credit card company isn't giving me a credit on items that I had complained to them about right after I saw the unauthorized charges. 
every time I call they give me the run around. 
I also have a long letter ( see below ) with all the dates and times that I had contacted them to no avail. 
letter sent below on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX XX/XX/XXXX RE : Citibank XXXX XXXX XXXX CASE # XXXX To whom it may concern I have been trying to get you to issue me a credit for my account from XXXX XXXX XXXX XXXX XXXX  since the day I called on XX/XX/XXXX of this year. Thats right we are going on XXXX  months which is really an outrage. I sent you an email on XX/XX/XXXX as per your representative instructions ( XXXX from billing disputes ) and have yet to hear from your company. 
The list below is a comprehensive compilation of all the representatives that I have spoken to for over 7 months and each one has been as unresponsive as the next one. 

Time line of correspondence XX/XX/XXXX spoke to an associate who gave us a case # XXXX which I was later told was Not valid ( never heard back from anyone ). 
XX/XX/XXXX I spoke to XXXX who then transferred me to to XXXX said she was going to look into it ( heard nothing back ). 
XX/XX/XXXX XXXX XXXX spoke to XXXX from the security dept. they were going to look into it. 
( Heard nothing back ). 
XX/XX/XXXX Spoke to XXXX who said it was closed because we didnt respond to a letter That was sent to us. Not true nothing was ever emailed or sent by mail that needed a response. The only letter received was XXXX sent on XX/XX/XXXX ( UPDATE ) which said they were looking into the dispute. 
He reopened the XXXX. ( Never heard anything back ). 
XX/XX/XXXX spoke with XXXX from XXXX who said she froze the account ( never happened as you can see ) and then sent it to the fraud dept. 
Spoke to XXXX from XXXX who was going to look into it ( never heard anything back ). 
XX/XX/XXXX spoke to XXXX at XXXX who then transferred me to XXXX XXXX XXXX in billing disputes who again told me that they were going to look into it and also instituted a suppression applied which again was supposed to freeze the account but as you can see nothing happened and ( never heard back anything ). 
XX/XX/XXXX XXXX to XXXX at XXXX told me there was a delay in getting the info from the fraud dept promised me that I would hear something back in XXXX business days. 
( Never heard backanything ). 
XX/XX/XXXX Spoke to XXXX at XXXX XXXX from billing disputes, he told me to write an email and Include in the email that we had received from from XXXX XXXX XXXX XXXX XXXX  where he was Issuing us a full credit of {$5000.00} for all the additional charges that were made by mistake. That email was sent to Billing XXXX on XX/XX/XXXX ( see attached ). 
He also gave us a case # XXXX ( never heard anything back from our email ). 
XX/XX/XXXX spoke to XXXX in billing disputes who then told us we had to speak to someone in security operations. We spoke to XXXX at XXXX who was going to transfer us to an account supervisor. After waiting for some time she told us she was going to call us back. At XXXX low and behold she called us back and told us that a supervisor would call us. At XXXX XXXX called and left a message. 
XX/XX/XXXX called back and spoke to XXXX at XXXX XXXX, they connected us to a supervisor at XXXX XXXX who was a security operations supervisor who was now going to transfer the case back to billing disputes. XXXX spoke to XXXX supervisor from billing disputes who said she was going to send a message to the XXXX to find out what is going on. She said it will take XXXX hours for them to receive the message and XXXX weeks to respond back. 

So here we are XX/XX/XXXX and we have heard nothing back at all about the case, no response from our email, no response from the calls, NOTHING!!!!!!! 

What I dont understand is why when you have the letter from the vendor that specifically states they were going to issue a credit, why in the world you still have to investigate anything. 
This vendor has illegally charged my account on XXXX different occasions, they were all unauthorized and I brought this to your attention right away. 
You not only have done absolutely nothing to right this very wrong, but I would say you have abetted this unscrupulous individual/company because you didnt react or respond Right away to my requests. You allowed these charges to go through and you even allowed the charges to exceed my credit limit which add insult to injury you paid him anyway. 

I am a XXXX very hard working XXXX women with XXXX XXXX XXXX  and have spent many years working diligently to make sure my credit is perfect. 
You have done nothing to help me with this case, you have caused me extreme anxiety, sleepless nights and ruining my credit. 
I noticed that you are advertising in the newspapers how you want to help young XXXX  customers and that you were now going to be fair and inclusive with your lending practices. Is this how you act, is this fair, is this moral? 

I want you to check all the recordings, I want you to see how your customer service is a joke, I want you to see how you hurt your customers, I want you to see how you favor XXXX XXXX  over your loyal customers, I want this dispute rectified right away ; I want my account to be credited for what I had asked for over 7 months ago, I want the interest payments credited as well, I want Your wrong to be righted. 

I expect an answer back right away and an apology and I dont want to wait another 6 months for these unauthorized charges to be credited. 


Very truly yours, XXXX XXXX XXXX

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