Consumer complaint received 2026-06-02 00:00:00
Product: Credit card — Store credit 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: PA

Complaint narrative:
On XX/XX/year>, I learned via online banking that my monthly payment made XXXX XXXX 's on XX/XX/XXXX, was declined due XXXX non sufficient funds in my bank account. After speaking XXXX my bank, I immediately called XXXX XXXX XXXX make the payment by phone. The representative confirmed the declined payment XXXX took my payment by phone XXXX removed the declined fee due XXXX my years of positive payment history XXXX length of credit. However, I was not told that XXXX 's would continue XXXX charge my bank account for the initial payment, and on XX/XX/XXXX a retry payment was successfully deducted from my account, along with the second payment I made by phone which was deducted on XX/XX/XXXX. On XX/XX/XXXX, I called customer service XXXX was told I needed XXXX send proof of the double payment XXXX an email address given XXXX me. I was uncomfortable with this XXXX asked if there was a more secure way XXXX share banking info XXXX inquired if I would receive email confirmation of the details sent. I was told this was the only way XXXX start a dispute XXXX have a refund issued in 5 days, so I sent a screenshot of my bank statement showing the XXXX debits of {$150.00} on XX/XX/XXXX and XXXX. XXXX 's sent an online letter XXXX confirm the dispute, but no mention of the documents provided, through my online portal. I called again on XX/XX/XXXX XXXX confirm the status of my dispute XXXX verify the documents I sent were received. This agent assured me they were received XXXX I needed XXXX wait XXXX days again. I waited XXXX days without contact from XXXX XXXX and on XX/XX/XXXX I called again for an update. The agent said.my refund was processed, but that he needed me XXXX verify my full bank account XXXX routing number, XXXX be sure they sent it XXXX the right place. I was not comfortable giving this information over the phone XXXX asked if he could verify the last XXXX digits XXXX me, which would confirm. He said he could not do that. He asked me XXXX send my bank account number XXXX routing XXXX the email address I used before. I told him I was not comfortable with that either XXXX asked if there was a way XXXX verify online through my account portal, which he said No. At an impass, the rep said XXXX wait until XX/XX/XXXX XXXX see if the refund is received. It was not. And on XX/XX/XXXX I received an online letter stating that my dispute was declined due XXXX lack of evidence. My online account also does not show the XXXX payment made from XX/XX/XXXX. In essence, they XXXX payment has disappeared, XXXX has not been refunded or applied XXXX my balance. I called my bank XX/XX/XXXX XXXX verify that a total of {$300.00} was deducted from my account from XXXX XXXX, no refund was issued, nor are any refunds pending.

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