Consumer complaint received 2022-02-25
Company: CITIBANK, N.A.
State: OH
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:
On vacation in XXXX XX/XX/XXXX. I purchased some jewelry at a local shop using my Citibank card. The jewelry was XXXX pesos ( {$100.00} ). When I looked at my credit card purchases I noticed that I was also charged XXXX pesos ( {$290.00} ) while I was at the shop and assumed that they had charged my card for both transactions while I was at that store. When we arrived home, I was prompted to file my claim using the Citi app and I didnt file my claim properly. I said it was a duplicate charge and provided the receipt for the transaction I paid for. I did not understand the differences between each claim and assumed I was providing information for a fraud charge. 

XXXX issued a credit for the charge and then a few weeks later I was notified it was reversed. I then contacted them as to why and that is when I described to them my mistake in reporting the issue and was told that it would be handled and then went through the process of getting a new card and proceeding with a fraud case. 

Nothing was ever done past issuing me a card. I waited for a few months since I was told these things can take time, but I soon realized I needed to contact them again. I then went through the lines of communication to be told that they will update my account with new information and that Ill be contacted in 7-10 days. That this is such a small amount ( nearly {$300.00}?! is small ) and that they will take care of this immediately. 

The transaction being disputed was in XXXX of XXXX. I have made many, many attempts to resolve this issue with customer service but each time I reach out, they inform me my dispute is closed and then I have to go through the process of explaining that Ive been calling about this and Ive been told that this isnt an issue and that they will resolve it and someone will contact me. 

I even submitted an awful review of my customer experience when prompted to and received no follow up. This did not stop the dozens and dozens of e-mails and letters asking me to sign up for all the wonderful product and services I receive daily. So they know how to contact me and do so frequently. 

It is now almost XX/XX/XXXX. I received no updates on the status of my dispute, of the fact it was refiled, or any information other than notices that they have received notice, and twice denying the dispute. Once, initially after I made a mistake in filing my claim. Then again in XXXX letting me know too much time has passed and now there is nothing they can do. I called to express my frustration with this news and was offered {$90.00} for my trouble. I refused that and said I would really like for them to try again. Today I was provided a new statement saying that they can not issue me a credit for the purchase and that they will no longer communicate with me regarding this issue. That I need to contact the merchant and ask for credit and then send them that information. I was fraudulently charged in XXXX. I now believe that there were no intentions of ever helping me or providing me with fraud protection. I can not go to Citi bank or their call center and change my paperwork, I am unable to initiate a new dispute or to change the filing of the dispute. I have spent hour and hours of my life on hold, being hung up on, transferred. Call lost and now Im coming here because this whole thing is awful. Every step of the way I tried to give the benefit of doubt, and hope that things were just taking longer than normal with the state of the world. Now I feel like I was being strung along long enough to where I could be denied service since the 60 time window was just now brought to my attention.

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