Consumer complaint received 2025-09-26 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: FL

Complaint narrative:
On XXXX I went to XXXX XXXX XXXX to get my moms nails done for her birthday and XXXX XXXX. When I paid I was charged a total of {$120.00} which was overcharged by {$40.00} and when I asked the cashier he informed me it was a fee for the gel on the nails. When I checked their website which has a list of their prices this was not shown anywhere nor was there any signs in the store about this fee. After I was told that they just charge it and was told he wouldnt refund the over charge I contacted my credit card company Citi. When filling a complaint with Citi in XXXX there was a clear language barrier and even though I repeatedly told them I wanted to dispute only {$40.00} the dispute was submitted for the full {$120.00}. I filled out the required paperwork which I again stated I was only disputing {$40.00} and emailed it to them to the provided email address. After not hearing back from them I contacted them by phone again on XXXX when they had asked me to mail the same information that I had already emailed them and they said they needed me to mail it because they didnt receive my email. After mailing the requested information which was a copy of the receipt, a print out from their website which didnt say anything about the extra {$40.00} ( {$20.00} per customer ) and a copy of the dispute form that again said I only dispute {$40.00} of the {$120.00} I called them back on XXXX. On this call I requested to speak with a supervisor and I was transferred to a gentleman by the name of XXXX. When speaking with him I was informed that my dispute had been resolved and denied. We then discovered that the reason it was denied was because the dispute was entered in for the total amount of {$120.00} instead of the correct amount of {$40.00}. XXXX informed me that he resubmitted the dispute for the correct amount and to check back in about a week and that brings us to today when I received a email and I called in again. On this call today XXXX I spoke with a supervisor by the name of XXXX and who informed me that the dispute was unable to be researched because too much time had passed. When I explained about my prior call with XXXX he said that the amount of {$40.00} was the amount all along and that the dispute was denied. I asked to speak with XXXX and was told no and so my next step was to contact you. My issue is that I have numerous cards and very rarely dispute anything but when I do I expect the card company to do their job to fix any incorrect amounts that may be charged to my account if I cant resolve it myself. In this case I feel that Citi not only made a mistake because of a language barrier on their end but then refused to make the connection so that I would be getting my overcharged amount back from a fraudulent charge by the merchant 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