Consumer complaint received 2025-09-06 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: UT

Complaint narrative:
On XX/XX/year> we arrived at XXXXXXXX XXXX XXXXXXXX XXXX. Immediately after exiting the baggage claim My girlfriend and I where stopped by an airport security federales. He pointed at our luggage and asked, you have tabacco? I replied, yes I would like to go smoke, where can I go? While placing his hand on his side arm he replied, you pay! He motioned us over to an area where two other federales point towards a both and also say, you pay! After asking me to open our luggage he points to the 15 pks of tobacco and again repeats himself, you pay! After he goes into a booth he comes out with a paper that he presents to me then advances with a hand held credit card machine and states, you pay, visa, mastercard, put in here. I felt extremely vulnerable and felt I was given no choice but to provide my credit card. There where never any other options offered. I had researched the transportation requirements and knew we where well under the tobacco transportation requirement for each person over the age of 18 for personal use. However with up to three different federales directing me to pay while placing their hands on their side arms I felt as though my life and freedom may be in danger so I did not dispute their requests. Upon our return to the U.S. I filed a dispute with my credit card company. The denied the first and second dispute. I then contacted the BBB to assist. I received a phone call XX/XX/XXXX @ XXXX XXXX XXXX time from someone claiming to be from CITI bank stating that they where calling in regards to my complaint to the XXXX. She procceded to state the dispute denial will not be reveresed as there was not sufficient evedince that the amount of the transaction was incorrect. I simply asked, do you not have a copy of the receipt from the transaction? She stated, I do not know I would have to look up the case file. This seemed extremely odd to me as well as the phone call. All previous transaction where via email through their website after I logged into my account and followed the link to secured messages. I prefer this for documentation purposes. I have attempted to receive their policy for the account on forced charges with no result at this time. Upon the conversation becoming argumentitive I stated I would just submit this information to my attorney. She seemed very upset by this statement and begin making comments such as, well you are the one who researched on-line, you are the one who brought tobacco, you are responsible for the charges because you provided your credit card. I disconnected the call as I was not going to entertain the attitude or smart commments. This whole transaction is extremely disturbing to me, what would have happened if I could not have provided a credit card? Ultimately they charged me XXXX peso. 691 % tax on what they estimated off a {$90.00} value. Current value is {$58.00} for XXXX. The first document is what I was handed prior to providing my credit card, I do not speak nor do I read spanish. We did not have any cell service so could not use translator on our phones at that time. I did not sign the receipt for the forced transaction once I actually realized what had just taken place and the amount in U.S. currency!

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