Consumer complaint received 2024-11-12
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. (VA)

On XX/XX/2024 after the cruise ship stopped at XXXX, my wife and I got off the cruise and followed people to the nearest private beach to swim. This is the place where the unauthorized charge occurred on my Citibank credit card for {$65.00} ( XXXX XXXX dollars ) for no reasons. The merchant 's name for this place call XXXX XXXX XXXX XXXX XXXX. Entrance fee is $ XXXX, I paid {$30.00} for XXXX. We did not asked for any services, no food, no drinks, no equipment rentals and no any other purchases involved. At night, I found there were XXXX pending charges on my Citibank credit card, XXXX was {$30.00}, the other was {$65.00}. Immediately I used my mobile phone to dispute the {$65.00} charged, The Citibank bank system said : If you dispute this charged we have to close your credit card account right now. We did not bring that much cash for the trip, besides Citibank card, I brought my XXXX, but most countries outside the XXXX do not accept XXXX credit card, also for most credit card company you have at lease XXXX  days to dispute any unauthorized charges, so I decided not to cancel my credit card for now, because after we got home XXXX days later we are going for another trip for vacation so we need the visa credit card for spared. next day we still have a few hours hang out in the city before the cruise takes off, I did not feel well and had some XXXX, we got off the cruise and headed to a pharmacy in the city to get some XXXX, I was thinking go back to this place to dispute the charged with the owner, timing was the issue, would the owner listen to us? will the owner be there, or they just tell you to leave they will investigate the issue and contact you later? I was thinking we are not local, we from the US, do you think they will contact you by mail, by phone or online for {$65.00} unauthorized charged? plus I did not feel well at the moment, we decided go back to the cruise take a rest and file a dispute with Citibank when we arrive home. It took Citibank more than XXXX months tried to solve the issue, XXXX days ago the bank sent me a notice saying that they completed the investigation for the unauthorized {$65.00} charged on my credit card, Citibank said they are unable to resolve the dispute, and I am responsible for the dispute charge? Citibank asked me if I would like to pursue this matter, contact the merchant directly. This seems like a joke to me! Citibank is XXXX of the world biggest financial institute, I could not believed it can not protect XXXX of his client 's credit card for {$65.00} unauthorized charge? I don't know what are the policy for unauthorized charge liability for Citibank credit card, this is the reason I would like to file a complaint with CFPB. I hope CFPB can help me contact Citibank credit card to find a solution for this matter, it is very unfair for me to pay for some thing that I never used, never asked for serviced and never purchased. Thank you very much.