Consumer complaint received 2025-09-14 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: NJ

Complaint narrative:
Subject : Urgent Dispute and Escalation Fraudulent and Unauthorized Charges on my Citi Account from XXXX for Over 4 Months To the Consumer Financial Protection Bureau I am writing this to escalate my complaint to Consumer Financial Protection Bureau regarding the fraudulent charges being levied against me by Citibank and XXXX, as well as the lack of action and compliance in addressing this fraud by Citibank. I have been treated horrifically for five months now as I am trying to reverse these erroneous and fraudulent credit card charges. The transactions I am referring to are erroneous XXXX Itinenary # XXXX charge for {$3500.00} on XX/XX/year> and fraudulent XXXX  Itinerary # XXXX charge for {$1900.00} on XX/XX/year>. 

Regarding the first XXXX charge for {$3500.00}, this charge was intended for an XX/XX/year> to XX/XX/year> stay at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX ( XXXX Itinerary # XXXX ). However, when I arrived, the property was significantly different than how XXXX advertised it. The XXXX was in the direct impact zone of a recent earthquake. I am permanently XXXX with XXXX XXXX XXXX XXXX injuries and am unable to walk in adverse conditions like these. The walking area around the hotel was incredibly unstable and uneven and these unstable grounds resulted in me having a XXXX XXXX XXXX XXXX. Due to this injury and my inability to walk around the area, I called XXXX customer service line on the night of Thursday, XX/XX/year>, with the request of checking out of XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX and beginning our stay at XXXX XXXX XXXX XXXX in XXXX, XXXX ( XXXX Itinerary # XXXX ) on XX/XX/XXXX. I clearly stated and restated this, and the representative I spoke with confirmed my familys last night at XXXX XXXX XXXX XXXX XXXX would be XX/XX/XXXX and our first night at XXXX XXXX XXXX XXXX would be XX/XX/XXXX. I was supposed to receive a refund of {$1800.00} my total {$3500.00} charge from XXXX and Citibank for the XXXX XXXX XXXX XXXX XXXX XXXX We were, however, charged by XXXX XXXX XXXX mistakenly. While they stopped charging one of our rooms because we checked out, they continued charging our other room for XXXX XXXX, despite what I requested and confirmed via Expedia Customer Service .

Because of this, I received a refund of {$1400.00} which is {$420.00} less than what I should have gotten .. We were overcharged significantly and should be refunded {$1800.00} out of the total {$3500.00}, not {$1400.00}. I am requesting {$420.00} to have my refund fully compensated from Citibank and XXXX as it should be. 

I provided clear evidence to Citi how XXXX customer service team wrongly continued to charge for the second room on my reservation despite my clear instructions to check out both rooms on the XXXX. Even with clear evidence of a mistake from XXXX team, Citi did not honor my refund. I demand an additional {$420.00} credit to compensate for being overcharged initially. 

Regarding the second XXXX charge for {$1900.00}, I clearly and explicitly stated to XXXX customer service team on the phone that we would be checking in at XXXX XXXX XXXX XXXX ( XXXX Itinerary # XXXX ) on XX/XX/XXXX and checking out of XXXX XXXX on XX/XX/XXXX. To my surprise,, however, after checking out of XXXX XXXX XXXX XXXX XXXX as planned, XXXX XXXX XXXX XXXX told my family and me that our reservation began on XX/XX/XXXX and that we were a day late. They told us they could not check us in as there were no longer any rooms available, and that we should receive a full refund for our stay, as they were not taking any money from us or XXXX for the stay. So not only did XXXX erroneously charge us for XXXX XXXX XXXX XXXX XXXX, they also booked our stay at XXXX XXXX XXXX XXXX a day earlier than I told XXXX Customer Service. These were two egregious mistakes that completely derailed our vacation plans. 

I immediately called my card provider, Citi, to confirm that XXXX XXXX XXXX XXXX stated the hotel stay would not happen, and we should be refunded as XXXX mistake derailed our stay there, as XXXX Customer Representative booked the wrong arrival date. 

The erroneous charges for XXXX XXXX XXXX XXXX were reversed by Citibank on XX/XX/XXXX, and we received a {$1900.00} refund as expected. However, on XX/XX/XXXX, our credit was reversed again, and we were once again charged erroneously. Citi and XXXX refused to honor this and are maintaining that we should pay for the XXXX XXXX XXXX XXXX stay, despite the hotel saying we should not pay for the stay at all. Citibank and XXXX should remove this charge of {$1900.00} immediately. 

I reached out to XXXX customer service and was escalated to a subject matter expert, and the subject matter expert mockingly sang songs in their native language as I tried to explain my pressing situation. I was ignored and mocked for my pressing matter, in a practice that was absolutely appalling and unacceptable. 

To make it explicitly clear, on XX/XX/year>, I called XXXX to request that my family and I check out of XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX, and my stay for my family and me at XXXX XXXX XXXX XXXX to begin on XX/XX/XXXX. 

The XXXX agent I spoke with went completely rogue, instead booking XXXX XXXX XXXX XXXX to begin on XX/XX/XXXX, and having one of our rooms at XXXX XXXX XXXX XXXX XXXX stay booked until XX/XX/XXXX. 

This is blatant fraud and gross negligence and now XXXX has the audacity to charge me {$1900.00} for XXXX XXXX XXXX XXXX despite initially reversing the charge on my Citi account. XXXX XXXX XXXX XXXX acknowledged the mistake, stating that we should be refunded, as we were unable to stay with them. Citi also has the audacity to overcharge us for our stay at XXXX XXXX XXXX XXXX XXXX. I made it explicitly clear to the XXXX Customer Service representative I booked with, and she agreed that my family and Is stay at XXXX XXXX XXXX XXXX XXXX would end on the XXXX when we checked out. 

I am demanding the {$1900.00} charges be immediately reversed, as I received no services for these charges from XXXX XXXX XXXX XXXX and the hotel themselves confirmed this to be the case. XXXX fraudulently and erroneously charged me for a service I never received from XXXX XXXX XXXX XXXX while Citibank encourages these fraudulent practices. 

I also demand that I receive my additional {$420.00} refund from Citi for my stay at XXXX XXXX XXXX XXXX XXXX. 


Regards, XXXX XXXX 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 explanation