Consumer complaint received 2024-10-21 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: FL

Complaint narrative:
This relates to a former complaint I filed : XXXX. Re Citibank Mastercard. 
On XX/XX/year> I was a victim of threat that started w attempting to contact XXXX XXXX to take down permanently a vile video of my grandson.Being told that the video and comments gave them enough information to completely destroy my family financially and in every other way, I under threat, bought gift cards, giving this guy their numbers. He tracked me through the day, any time I hesitated, he made threats. I There were 3 credit cards involved, but this complaint is specifically about U.S. Citibank Mastercard. On XX/XX/XXXX I filed a police report, went to my bank, and called my credit card companies to cancel the card, what happened, and was assured by all of them, including Citibank, that they hadn't been presented for processing yet. Citibank told me the following day, again, to not worry about it, they had cancelled all of them. The gift cards themselves I turned into the local police department. By XX/XX/XXXX, the story was different. I was there, so they were authorized even though Citibank had told me on XX/XX/XXXX, they canceled the purchases as they hadn't been processed. So who lost money? I pressed for a dispute number and gave them the police report number. They said there was no dispute case number because there were XXXX charges to dispute. I am ready with documentation this time. I was not happy to received a bill dated XXXX. I called and was told by XXXX of Citibank, she was showing a balance of XXXX and to ignore it. I then continued to receive letters and communication that I did owe the money. I have 7 telephone numbers from Citibank that I would like to report as the representatives would lie about people being available, tell me the legal statement about consent being void when given under pressure was not applicable, make me feel like a XXXX XXXX or liar, hang up on me and most did not make notations or even mark down I called. I was told several times, a specialist would call me back and they never did. I downloaded and read their Code of Conduct and Ethics. They are not Behaving respectfully or ethically according to their own Code written by their CEO. Ie, XX/XX/year> spoke with 2 people confirming a XXXX balance at XXXX. On XX/XX/XXXX, I spoke with 5 different people, being constantly transferred. Here are some numbers for more conflicting calls XXXX, XXXX, XXXX. I found out that the Security Operations and Billing department do not work together and claim they do not have access to the others screens, information or any confirmation numbers. I asked for a complete history of our communications including their notations and was told no, they don't do that. I asked the Security department last week for the Ethics Point telephone number and the real security person said there was no such thing, she was even looking on her phone. Another lie. I was on the phone for 52 minutes while they pretended to ask people. I called their Ethics Point group XXXX this morning, XX/XX/year>. She took the initial information but was too rushed to really listen to me. I would really like to establish an understanding with Citibank that this falls under the category of consent by necessity and under duress. If anyone checks My medi cal records and history, would see I have every from XXXX XXXX XXXXXXXX currently under super care and this has been the most triggering, abusive company experience that I have ever had. I have reported to the FTC, the XXXX XXXX Police Department, the XXXX XXXX XXXX XXXX and XXXX Legal Aid at the XXXX  Affairs request to see if I wanted to pursue this legally, could I. Yes. Was given names, but not acting on it as I don't believe Citibank removing the charges requires it. Time, money, negativity. I talked to Consumer Affairs and I don't want to go that direction because I don't want this ending up in arbitration as their rep tried to interest me in asking for financial restitution for all the psychological damage as well as fee removal. I don't want to do that. I just want the charges to me removed by citibank, including interest, as they were never processed to begin with, done under duress, and they can't all together agree that the charges are real. I am going to do as suggested and go ahead and file report with my state attorneys office as they now have a very proactive consumer protection division. I have a number of photos and screen shots I want to submit but this page won't let me. I don't know what to do. It let me upload one, not the most important.

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