Consumer complaint received 2024-02-16 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: NH

Complaint narrative:
Around early XXXX 2023, I received calls from Citibank regarding my AT & T Universal XXXX Card, notifying me that my account was past due. I had not used this card in quite a while, so I had not been expecting any charges on this card and had not even been on the Citi card website in at least a year. 
I had used this card only in prior years only for a gym membership and a XXXX Subscription, which I had cancelled both around the beginning of 2023. The charge was for the XXXX renewal, in which I had previously notified XXXX, I no longer used the computer laptop and would not need this service. 
I disputed the charge with Citi and on XX/XX/2023 there was a reversal and security credit issued back to my account the {$100.00} bringing my balance back to zero and then {$100.00} back to my account again reversing the security credit back to charge me. 
This brought about a flurry of late fees etc., again and not used the card or been on my Citi account until another call for late payment from CitXXXX around XXXX. I disputed the charge again and the reversal of Citi charging me back again, stating XXXX should have cancelled any re-enrollment, and I do not have any XXXX service, a new download, or any other service or product from XXXX, because I do not even use the computer, I had it on anymore. 
Since then, Citi cancelled and reissued my Card, then cancelled card again when I called back the second time because of the reversing my credit charge, and now on a third credit card issued with the charge and fees accumulating. I have literally called at least XXXX times each time my inquiry gets transferred multiple times and they can not find any dispute of charges, when I have them giving me transaction numbers that I dont know if they are even real. Again today, I called and got nowhere. We are talking at least an hour, sometimes a lot longer on the phone every time.. 
I did finally get the first Update via US Mail dated XX/XX/2024 saying they are looking into the dispute with no information, claim number or anything else. It has my original card number last four numbers ( XXXX ), when the charge originated in XX/XX/XXXX, but I am actually on my third card cause they cancelled the card twice as described earlier. 


The problem I see is that these folks answering these calls do not understand XXXX well, as I can tell this when I am trying to have a conversation to explain the whole scenario on these charges and my multiple calls regarding this and me being under the impression that it is under review, when it has not. I do not want to ask if they can put someone on the phone that speaks XXXX, but I certainly believe its resulting in this issue not being adequately disputed if at all. 
I did call XXXX again on XX/XX/XXXX explaining that they did Bill me last XXXX when they should not have since I cancelled the auto enroll. They did say that they did cancel and refund that order, but I have no idea if this gets back to Citi. XXXX did say they see the charge and processed a full refund and stopped any subscription they till erroneously had me signed up for. The new XXXX Case number is Case # XXXX full refund that was for their original charge of {$100.00} that has grown under Citis late fees, etc. 
I can not even relay this update from XXXX to Citi, I tried call the number I have been given for disputes, they can not see the dispute, then bounced to another group, and have to start from scratch explaining this. 

My credit is excellent and I would have no problem paying for something if I owed the money. This is so frustrating and surely to my belief that its intentional. I can not even find a local Citi bank or someplace I could walk into to speak with someone. I will surely be cancelling this card altogether, but would like to get this fixed before I do so. 
I appreciate your attention to this matter and even if I could just get someone a little higher up than the call center representative to speak with and articulate these facts to, Im sure it would get resolved rather quickly. 

XXXX

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