Consumer complaint received 2025-02-06 00:00:00
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.
State: WI

Complaint narrative:
XX/XX/XXXX - I landed in XXXX XXXX and needed a taxi to get to the resort. I attempted to pay with my credit card for the {$10.00} taxi and it was declined. The taxi driver ran the card again and it was again declined. I then paid for the taxi in cash, {$10.00} American dollars. I received notice from the credit card company, Citi Bank, that the transactions were flagged and declined and my card was frozen as a result, leaving me with no money while in XXXX for the next 5 days. I placed a phone call to Citi Bank confirming I did not authorize the amounts charged and thanked them for declining the charges as they were different amounts than what was shown to me by the taxi driver. {$10.00} appeared on the screen shown to me by the driver to complete the transactions however {$360.00} and {$360.00} were the actual amounts they attempted to charge per Citi Bank. I did not approve these amounts verbally, via push of a confirmation button, or signature on a receipt. There is also no receipt of the transactions as they were declined by the credit card company. The Citi Card representative informed me the card would be closed and a new number would be authorized to ensure they did not retrieve my credit card number with the ability to place future charges. I again thanked them for their department and fraud protection as I would never pay more than {$700.00} for a 5 minute taxi drive. 

XX/XX/XXXX - I received notice the investigation was complete by Citi Bank and I was going to be held responsible for the charges. I immediately called, despite having a house full of family as it was XXXX XXXX, and Citi bank informed me that the dispute was filed with the wrong department and needed to be reclassified as a " billing dispute '' and not a " fraudulent dispute ''. They also informed me because I provided my physical card to the driver and have no " documentation '' proving my case, I may liable for whatever charges the driver submit and need to contact the " merchant '' to dispute the charges despite the " merchant '' providing no receipt as the charges were declined and the merchant providing no contact information as the transaction was then completed via cash. I requested an appeal which they granted and refiled the dispute as a " billing dispute ''. 

XX/XX/XXXX - I received a request for additional information about the dispute. I contacted Citi Bank via chat and inquired as to whether this was still accurate and/or needed as I had XXXX phone conversations with representatives XX/XX/XXXX and XX/XX/XXXX informing them of all of the details of the incident. I was assured no further information was needed for the investigation. 

XX/XX/XXXX - I received notice the investigation was completed by Citi Bank and again their decision was to hold me responsible for the charges for the same reasoning as above, stating I have no documentation proving my case. 

XX/XX/XXXX I contacted Citi Bank to inquire as to whether written documentation was necessary and if this is why they aren't ruling in favor of me for the dispute as I again reinforced I did not authorize these charges verbally, via confirmation of an approval button, or in writing on a receipt. I also informed the representative of the chat I engaged in with a different representative who assured me no further information was needed. This representative reinforced their decision which I informed them I would not accept, as I will not pay for charges I did not authorize, did not receive goods or services for, and paid in cash for the 1 taxi drive that I did receive. She told me I could appeal again and provide the information in writing, which I completed and submit via email. 

XX/XX/XXXX - I received notice again, they are not ruling the dispute in my favor as I do not have documentation to prove my case and again informed me to contact the " merchant '' for further disputes. 

I am at a complete loss as to how a company initially rightfully declined these charges, I have conversation with them confirming these charges were not authorized, and they are now telling me I am responsible for the charges because I provided the merchant with my card. Since when is a merchant able to charge you an amount of their discretion and the customer is liable, isn't this in fact the definition of fraudulent charges, charges completed without consent of the customer? I am a full time mother with a XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX as well as a full time XXXX XXXX XXXX. Frankly, I have enough on my plate at this time as a parent, have a taxing job that has increased in intensity over the last few months/years with the state that our country is in. I am incredibly disheartened and infuriated that I am being treated the way that I am as I have no history of disputes with the company, am in good standing with my account, pay my bills, have XXXX credit cards with Citi Bank, and have been a loyal customer with Citi Bank for years. 

I refuse to allow for a company to hold me responsible for something I did not consent to, charges I did not receive goods or services for, and paid in cash for the services I did receive as the card was rightfully declined twice! I did not overturn their initial declines, Citi Bank did, and they need to be responsible for that decision as I did not consent for the charges!

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 non-monetary relief