Consumer complaint received 2024-12-13 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: MO

Complaint narrative:
on XX/XX/XXXX, while paying for a cab ride from the XXXX airport, I scanned my card for payment of the cab fare of USD {$270.00} ( it was a XXXX hour trip ), the cab driver said that the card did not go through, showed me the screen that had a red triangle with an! in the middle and said " Failed ''. I then swiped a 2nd card, the same thing occurred. They suggested trying another card, but we said no and paid cash. We got a receipt for {$270.00}. Later that day, I checked with both of the credit card issuers and saw that both of the credit card transactions were processed in the amount of USD {$270.00} and paid to the merchant. I opened disputes with both credit cards. XXXXXXXX XXXX  credited my account without issue after I provided the backup documents. Citibank issued a conditional credit and then reversed it when the merchant responded to the dispute with proof of a single transaction and then marked the dispute as closed and in the merchant 's favor and reversed my conditional credit. I called to find out what was going on and they told me to provide my supporting documents and the case would be reconsidered, so I went online and uploaded the documents. The case said that it was to be resolved no later than XX/XX/XXXX. 
I have called their dispute department many times from XXXX and have gotten several different stories from the agents that I spoke with. I followed up on XX/XX/XXXX because I still had not seen any credit issued, so I called and spoke with the dispute dept. and the rep assured me that I have provided all of the necessary docs and the case would be ruled in my favor. I advised her that my account is set to autopay the statement balance in full which included the disputed charge and she told me to go ahead and change my autopay to exclude that disputed charge because I would see the credit by XXXX and they would reverse any interest charged on that amount as well. 
A few days went by after XXXX and I still saw nothing so I called again and spoke with someone in the dispute dept. on XXXX and that person told me that she saw the issue and she would resolve it and resubmit it ( she said that the description on the case was not correct and she was updating it and re-submitting ). I went online again and saw that on XXXX, they officially closed my dispute and would not be issuing a refund so on XX/XX/XXXX, I called and asked to speak to a supervisor in the dispute dept. and she told me that there was nothing that they could do because it was actually XXXX that makes the determination. She said that the most she could do was give me a % credit of {$40.00} and reverse the interest charged of {$3.00}. I then called XXXX and they said that is not true and they do not have any access to my account or my dispute. Still not satisfied with the outcome, I called the Citi dispute center again on XX/XX/XXXX, and this agent told me that the case was officially closed, there was nothing I could do about it and the cause was " conflicting information submitted '' and when I asked her what that meant specifically, she said that when I opened the dispute online, I selected the option for " Goods/Services not as expected '' and my backup did not support that type of claim. I explained to her that was the only option that I though was sufficient because they told me that my transaction failed when it had not. I did not think that duplicate charge was the right one since there was only a single charge on my citibank card, the duplicate charges happened on different cards - but regardless, it was a clerical error on my part and nobody ever said anything about that to me in my many many conversations with the dispute dept. I explained exactly what happened each time that I called, was told multiple times that my documentation was sufficient and re-assured that it would be found in my favor that it just takes time but I was doing everything correctly. Now the dispute dept. w/ Citibank XXXX saying there is nothing they can do and the case is closed and that if I opened a new dispute with the correct description, that it would be denied because a dispute for the same amount and same date has already been closed and ruled on. Before closing all of my accounts with Citi, I decided to try to speak to a manager outside of the dispute department and on XX/XX/XXXX, that manager reviewed my account and agreed that my account was not handled appropriately and she was opening it for audit. My account currently shows that the dispute was resolved " in my favor '' with a refunded amount of {$40.00}. That is not acceptable and the entire experience has been horrible.

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