Consumer complaint received 2022-02-28
Product: Credit card or prepaid 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.

Complaint:
Dear Sir/ Maam XXXX I made one single purchase from merchant Wayfare  on XX/XX/XXXX vide invoice # XXXX for XXXX using my Citi Credit Card number XXXX XXXX XXXX XXXX ( later this card was closed for reasons given below ) Merchant Wayfair  posted two identical purchases on this card on XX/XX/XXXX, one of which was duplicate billing and thus I disputed this charge vide case # XXXX This dispute was settled in my favor on XX/XX/XXXX ( see copy letter dated XX/XX/XXXX attached ) I immediately requested for change of card and I was issued a new card # XXXX XXXX XXXX XXXX This invoice was paid by me to Citi Cards, on XX/XX/XXXX for XXXX  and on XX/XX/XXXX for XXXX  totaling XXXX  There was no other purchases made by me from Wayfair. 

Even after Citi settled this dispute, Merchant Wayfair  submitted another purchase of XXXX  on XX/XX/XXXX, referring same invoice number that of invoice which was already paid by me. This was an act of fraud. 

I again disputed this charge vide case # XXXX and this time Citi Cards gave a decision against me and made me responsible to pay XXXX  without providing me copy of Merchant Wayfair  response and documents supporting their claim and assigning reason in detail with supporting documents. 

Copy of letter from Citi Cards dated XX/XX/XXXX attached referencing above decision. 

Now Citicard XXXX XX/XX/XXXX statement has billed me for additional XXXX} to pay by XX/XX/XXXX Copy XXXX Statement from Citi Cards attached Merchant Wayfair  been attempting to wrongly submit additional purchases against the same invoice time and again, two attempts were made on XX/XX/XXXX which were declined as my card was locked and I had brought this to the notice of Citi Cards. 

Unfortunately it appears that Citi cards has not bothered to ask Merchant Wayfair  as to how much is due from me in total and what purchases were made and invoice number and the dates these purchases were made? Nor have they asked for the copies of documents supporting the claim. This would have made the issue transparent and facts could be ascertained correctly. 

Merchant Wayfair  has been quoting the same one invoice # XXXX for {$2000.00}, for the same amount, time and again. There was no second purchase made by me except once on XX/XX/XXXX, the same was paid by me through Citicards nor it was a recurring payment. 

Now on Friday, XX/XX/XXXX, when we approached Merchant Wayfare over the phone and went over the whole thing, they accepted that they got paid twice ( $ XXXX $ XXXX XXXX  ) once on XX/XX/XXXX and again on XX/XX/XXXX where they should have been paid one time only XXXX  I called Citi cards immediately and wanted to conference the call between three of us ( Merchant Wayfair, Citi cards billing dispute and self ). Citi Card representative declined to join the call and assured she would apprise the concerned department through email and thereafter nothing happened. It seems Citi Cards is determined not to look into this case afresh and verify the facts with supporting documents. 

Merchant Wayfair  has assured that they would reach Citicard and will issue a credit through Citi Cards department but have taken no action on the promise and are sitting tight with one extra payment taking no action to refund/ reverse this extra payment Wayfair  received. 

I requested Citi Cards billing dispute department to put on hold the amount of {XXXX} that they have demanded through XXXX statement as the same is unjustified and wrong in view of above and reconcile the accounts but that request is not considered. 

I again requested Citi Cards this week through email giving all the above facts to look into this matter afresh and take a just and fair decision and confirm me receipt of my email. Citi card totally ignored my request thus leaving me no choice but to approach Consumer Financial Protection Bureau I made clear to Citi Cards that If this matter is not settled in my favor, to provide the following documents to me to help seek legal remedy. 

1. Copies of all purchases made by me from Wayfair  along with invoices 2. Copy of response from Wayfair  based on which the decision is being made against me to pay {XXXX Citi Cards have not responded to my request till date. 

I request your honor to kindly intervene in this matter and get me justice by investigating the matter and not to make me pay for something that is not correct. 

Thanking you in anticipation of your help and cooperation in getting me justice

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 monetary relief