Consumer complaint received 2023-11-28
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A. (NY)

On XX/XX/XXXX, I reserved a room in XXXX in the XXXX XXXX XXXX for the night of XX/XX/XXXX for XXXX through XXXX XXXX XXXX XXXX XXXX XXXX  On the XXXX of XXXX, I noticed a charge for {$240.00} on my Citicard account, so I assumed they had accidentally overcharged me as the exchange rate for XXXX was only {$140.00} ; so I entered a dispute for {$97.00}. 
I spent several hours and finally got through to XXXX  to notify them of the mistake. 
On XX/XX/XXXX, another charge from XXXX XXXX XXXX  was placed against my card -- for the XXXX. At this point I realized that the entire charge for {$240.00} was fraudulent. I called Citibank to notify them to cancel the whole charge. The representative at Citibank wanted to cancel my card, but I asked them not to as I was in XXXX, where I needed to use the credit card, until the end of XXXX and would have no way to get a card mailed to my residence in NY. 
XXXX XXXX XXXX sends emails with reservation details and reminders of upcoming checkins and payments due. I never received any notification for a {$240.00} reservation. They also have a customer dashboard that indicates all of the reservations made and cancelled. I explained these policies to Citibank and sent a photo of my dashboard that showed my entire history from XXXX to XXXX with XXXX  and there was no reservation made in XXXX in an amount similar to {$240.00}. ( There is a charge from XXXX for a reservation in XXXX in XXXX that has no relevance to the XXXX fraudulent charge. ) There were XXXX reservations, XXXX cancelled, and only XXXX confirmed, which was the XXXX for XXXX XXXX XXXX I called XXXXXXXX XXXX XXXX and sent photos of my dashboard indicating no reservation for {$240.00} to the agent, who assured me that the charge would be lifted. 
For the past several months, I have had repeated conversations with agents at Citibank, as it was obvious XXXX was operating in full knowledge of their fraud. I also gathered from other sources that this practice of false billing is common practice with this XXXX based company. 
Despite their inability to uncover any evidence of my having made a reservation with XXXX for {$240.00}, and my submission of evidence to the contrary, Citibank judged the dispute settled in favor of the merchant, so Citi and the merchant get to profit from this fraud. 
I have been so negatively impacted by the criminal actions of XXXX  that I requested that Citibank deny payment to XXXX for the XXXX charge as well ; instead, they charged for both the hotel I used ( XXXX ) and a hotel I never heard of ( {$240.00} ). 
I have been deleteriously impacted for six months by the injustice and waste of time spent pursuing a fair and common sense resolution to this dispute.

I am attaching some of the evidence that I submitted to Citibank : 1. photo of my letter to XXXX  with a screenshot of the errant charge from my citicard statement XXXX photo of the XXXX dashboard that shows my entire transaction history going back to XXXX -- no XXXX reservation for {$240.00} in XXXX XXXX the text from an email sent to Citibank, partial excerpt : XXXX charged me a total of {$380.00}, when I only booked services totaling {$140.00}. Despite registering my dispute with Citicard to include the entire fraud, and notifying the merchant repeatedly ; Citi continues to plague me with these charges in support of the scam. 

How do I prove a negative... to this day, my account at XXXX shows NO reservation that matches the fraudulent charge : Attached is a photograph of my dashboard with XXXX XXXX XXXXXXXX XXXX ]. The dashboard includes my entire history -- reservations made and cancelled -- with XXXX. Please notice that there is no reservation near the date of XXXX XXXX, nor in the amount of {$240.00}. 
There is one uncancelled charge of {$140.00} for XXXX on the XXXX of XXXX, and XXXX cancelled reservations. The next legitimate charge is from XXXX for a reservation in XXXX for {$240.00}, which was paid for in XXXX. 
Please return to me all of my funds that you have rewarded to these XXXX thieves. 
Thank you for your time and attention.