Consumer complaint received 2025-12-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: CITIBANK, N.A.
State: MI

Complaint narrative:
I am writing to formally file a complaint regarding an ongoing issue with fraudulent charges and duplicate billing on my Citibank credit card, which has caused significant financial hardship and is affecting my ability to meet basic living expenses. I request immediate assistance in resolving this matter and the restoration of my funds. 

Background : Duplicate Billing ( XX/XX/year> ) : On XX/XX/year>, I was charged twice for the same product purchase. The charges, totaling {$300.00}, were billed separately to XXXX different entities, yet I only made XXXX purchase. I immediately contacted Citibank regarding this matter, but I was informed that the situation had been resolved, and I was still responsible for both charges. I was not notified of any resolution until I reviewed my account through the Citibank app, which I found to be inaccurate and misleading. 

Fraudulent Payment and Unauthorized Withdrawal ( XX/XX/year> ) : On XX/XX/year>, I was the victim of a scam where an individual posing as a Citibank representative gained unauthorized access to my account. As a result, my personal savings were withdrawn and applied to pay off my credit card balance without my consent. This payment of my entire savings was made on XX/XX/year>, leaving me without funds to pay for essential bills such as utilities and housing. 

Issue and Request for Resolution : I did not authorize the payment that was taken by the scammer, and I am requesting that the fraudulent payment be reversed and refunded to my checking account immediately. 

I am requesting that the duplicate charge for the same product purchased on XX/XX/year>, be investigated further, and the extra charge of {$300.00} be refunded to my account. 

As a result of this situation, I am currently experiencing severe financial hardship, and I am unable to meet my obligations for rent, utilities, and basic living expenses. I ask that Citibank expedite the resolution of this matter to prevent further harm. 

Consumer Protection Rights : Under the Fair Credit Billing Act ( FCBA ), I am entitled to dispute unauthorized charges and fraudulent transactions. I have already requested a replacement card, but I urge you to process my claim for reimbursement and provisional credit for the fraudulent charge while your investigation is ongoing. Additionally, I am seeking a full investigation into the duplicate charge that was incorrectly processed. 

Request for Immediate Action : Please provide confirmation that the fraudulent payment made by the scammer on my account will be reversed and refunded to my checking account. 

Investigate and resolve the issue of the duplicate charge for the same product on XX/XX/year>, and reverse the incorrect charge. 

Expedite this process as I am facing immediate financial hardship, and provide a clear timeline for when I can expect the issue to be resolved. 

Next Steps : I appreciate your prompt attention to this matter and expect a resolution within 7-10 business days, as advised by your representative when I initially reported the fraudulent activity. If I do not receive a satisfactory response or resolution, I will be forced to escalate the matter by filing complaints with the Consumer Financial Protection Bureau ( CFPB ) and other relevant authorities.

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 explanation