Consumer complaint received 2015-10-23
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I went on line intending to book a 4 day stay at the XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX XXXX, 2015 ). I did this at what I believed to be the XXXX XXXX XXXX website. I entered all the information including my credit card data. I did this believing that my credit card was being used to hold a reservation and would not be actually charged until the day of my arrival ( a customary hotel procedure ) When I clicked " submit '', the screen froze and I had to re-open my browser. I did this twice, with the same result. There was never any indication in any manner shape or form that any transaction had actually taken place. I tried calling the XXXX ( XXXX? ) number listed on the website, but never got through. At one point I kept the phone on " speaker phone '' for XXXX minutes, but still no answer. 
Eventually, I called XXXX XXXX via the toll number ( XXXX ). They did not appear to have any reservation for me, so I made one. 
I monitor my CitiBank account via the website regularly, especially as my due date ( the XXXX ) approaches. When I noticed dual charges of {$1100.00} with the description " XXXX*Hotel Booking '' appeared on XXXX XXXX, I called Citibank immediately , explained the situation and these XXXX ( obviously erroneous ) charges were removed. 
At this point, we had absolutely no reason to believe that there would ever be any problem. I had no reason to believe that this matter was not completely closed. We had absolutely no indication that there was any XXXX party involved in this transaction other than myself and XXXX XXXX XXXX. 
Some two months later ( XXXX XXXX ), these XXXX charges, both for {$1100.00} reappeared on our account. As soon as I noticed these, I called Citibank. This is the first time that I heard that this " XXXX '' was NOT a direct affiliate of XXXX XXXX , but a XXXX party merchant called " XXXX ''. I strongly protested this whole turn of events to CitiBank and they told me I would have to go through their " Billing Disputes '' process, which I did. We wrote hard copy letters, gave documents, had multiple phone conversations and wrote multiple e-mails. 
Eventually CitiBank told us that they could NOT remove these XXXX charges. Among the numerous unacceptable and heinous excuses they gave us was that the merchant, " XXXX '' would not cooperate with them on this. 
I have since contacted the XXXX XXXX and they confirmed that they were indeed paid XXXX times for our XXXX stay - once by us directly and XXXX by XXXX. Doing their part to resolve this, XXXX did credit {$880.00} and {$790.00} to our Citibank account ( even though we never had any dispute with XXXX to begin with ). 
CitiBank has always stated that their customers would never be held liable for fraudulent, unauthorized use of their card, as this clearly was. It is now obvious that this website was a " phishing '' site - a common method of criminal internet fraud. 
Citibank was alerted to this clearly fraudulent charge nearly immediately, and over a week before we actually arrived at the XXXX XXXX. Citibank had no right to honor the merchant 's request for payment after we reported it as unauthorized ( which was at most a day or two after it appeared ). CitiBank was irresponsible in not informing me of it 's actions - that the credits negating these XXXX {$1100.00} charges could be reversed, and especially that the merchant involved was NOT XXXX XXXX, but a XXXX party called " XXXX ''. If we had any idea of any of this, we could have easily resolved the situation days before we arrived at the resort. 
I reiterate here : I never transacted any business with XXXX, never intended to do so and at absolutely no point in the transaction was there any hint or indication that the transaction involved any XXXX party other than myself and XXXX XXXX. I entered credit card data not to be charged, but to reserve a room.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief