Consumer complaint received 2025-12-27 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: NV

Complaint narrative:
On XX/XX/XXXX, we flew from XXXX, XXXX XXXX XXXX ( XXXX ) to XXXX XXXX, XXXX XXXX ( XXXX ) to begin a vacation tour. We arrived approximately XXXX XXXX  time. This trip was our first time in XXXX. We are both seniors and US citizens. 

We were aware of the many safety concerns and fraud that is very common in XXXX. Having previously researched using XXXX services vs taxis in XXXX, XXXX was the recommended method, so while still in the airport, we ordered an XXXX to take us from the XXXX XXXX XXXX XXXX to our hotel, XXXX XXXX XXXXXXXX. The distance between the two locations is XXXX or about XXXX XXXX XXXX. 

Per my XXXX app, the trip was to cost XXXX XXXX, however, we planned to give the driver XXXX XXXX which would include his tip. In US dollars our calculation was approximately {$8.00} US dollars. On that date, XX/XX/XXXX, the XXXX  XXXX XXXX or XXXX, was about XXXX XXXX XXXX XXXX  US Dollars. 

As we exited the airport, we were looking around to try to find where we needed to go to meet our XXXX driver. I had my cell phone in my hand with the XXXX information displayed. The XXXX was ordered, however, I had not yet confirmed the trip. 

Almost immediately, we were approached by a man in what appeared to be a uniform shirt, with a laminated badge. Behind him was a kiosk looking structure with additional men wearing the same attire and badges. He asked if we were looking for XXXX and when we replied we were, he advised XXXX 's were not permitted to come onto the airport property. He asked what XXXX was going to charge us and then he looked at my open app. He indicated they are the airport taxi service company and could take us to our hotel for the same amount as XXXX ( XXXXXXXX XXXX ). He explained it would be quite a distance for us to go to get to where XXXX was located. Of course he could see we were seniors and all the luggage we had with us. I was hesitant, however, he pointed to his badge and the same badge on the other men that were located at various positions just outside the main airport doors and he motioned that the vehicles were just inside a covered parking area very near where we were standing. He said all we had to do was cancel the XXXX and we could go, as a driver had now approached and was just waiting. We hesitated a bit, but looking around there were airport security/police in the vicinity, so we assumed this must be a legitimate service, since would the security/police allow a fraudulent company to position themselves just outside the airport exit doors? 

The driver canceled our XXXX on my phone and then proceeded to push our luggage towards his car. As we approached the car, we did notice there was no signage on the vehicle as we in the US are accustomed to seeing on taxis. Once inside, we also noticed there was no taxi meter, again something in the US we are accustomed to. Since we had already agreed upon the price, XXXX XXXX, we were not overly concerned that there was no meter, but we were aware. 

The driver was pleasant and did take us directly to our hotel. Traffic was very heavy as it was rush hour, a Friday evening, and a big event going on at the XXXX XXXX in downtown XXXX XXXX, just blocks from our hotel, that we needed to pass en route to the hotel. Once at the hotel, around XXXX, he dropped us at the driveway entrance just off the street, unloaded our luggage on the sidewalk, and then took out a small machine for the payment. 

We had brought two XXXX  credit cards with us, Citi XXXX Anywhere and XXXX XXXX XXXX. We notified the Citi XXXX  Anywhere card on XX/XX/XXXX that we would be traveling internationally, including the dates of travel and locations. The XXXX XXXX XXXX did not require notification even though we attempted to let them know. 

At the hotel, we told the driver to add a tip for himself and to process the payment for XXXX XXXX. The agreed to price for transporting us from the XXXX XXXX airport to the hotel was XXXX XXXX. We first gave the driver the XXXX XXXX XXXX card for payment. He attempted to process it several times, however, each request was denied. Due to the traffic noise at the hotel and my phone being in my purse, I did not hear the texts being received from XXXX XXXX, advising the charge was being denied multiple times. After three attempts, he asked if we had another card. At that time, we gave him the Citi XXXX  Anywhere card and he processed the payment. At no time did he show us anything or discuss an alternate amount for payment. Once the Citi XXXX XXXX  payment processed, I asked him for a receipt. At that time, he indicated if I gave him my email address, he would send it to me. He handed me his phone and I typed in my email address. He then mentioned that if we needed any further transportation, we should contact him and he provided his company 's name and phone number. He then left and we proceeded into the hotel to check in. 

After several hours had past and we still had not received the receipt from the taxi company, we began to get suspicious that something wasn't right. I then immediately signed into my online Citi XXXX XXXX app and could see a pending charge from the taxi company for {$870.00}. Clearly he had processed the payment for much more than XXXX ZAR. Whether it was accidental or intentional is unknown, however, I then immediately called Citi XXXX XXXX customer service. The representative I spoke with could see the charge as pending and advised me that I would have to wait a few days until it actually posted, rather than just showed as pending in order to dispute the charge. I was very uneasy, but agreed as there was nothing more I could do at that point. 

The following morning, XX/XX/XXXX, I had an email from Citi XXXX XXXX advising the pending transaction for {$870.00} to XXXX XXXX XXXX XXXX XXXX XXXX had been canceled and would not post to our XXXX XXXX  account. It went on to say I was receiving the email based on my custom alert setting. We were so relieved! 

Our relief was very short lived however, as we arrived home from our trip on XX/XX/XXXX, and while going through a months worth of mail, our bill had come from Citi XXXX XXXX and the entire charge of {$870.00} was on the bill, showing XXXX XXXX had been charged. 

On XX/XX/XXXX, I called Citi XXXX XXXX disputes department and spoke with a representative named XXXX. I explained the entire scenario again to her and indicated I was not disputing that a service had been provided, I was disputing the amount for that service. Clearly a taxi ride anywhere in the world for just under XXXX miles would never cost what we were charged ( {$870.00} ). Together XXXX and I calculated what we should have been charged, around {$8.00}, and she agreed to open a new dispute in the amount of {$860.00}. She advised me she was issuing a 'conditional credit ' and we should pay the remaining balance due. The bill was due on XX/XX/XXXX and it was paid in full, minus the above conditional credit of {$860.00}, on XX/XX/XXXX. 

It should be noted that we have had this Citi XXXX XXXX card since XXXX. We pay our bill in full each month, and have an overall credit score in the mid XXXX 's. 

In early XX/XX/XXXX, we received a letter, dated XX/XX/XXXX, from Citi XXXX XXXX indicating they had opened a dispute for {$870.00} with XXXX XXXX XXXX XXXX XXXX XXXX and needed more information to help them with their investigation. I was aware that the taxi company would also be contacted. They were given 30 days to respond, however, I have no knowledge as to whether they ever responded. 

On XX/XX/XXXX, I emailed our response to the above letter, including a brief description of what happened, including any pertinent information. I included the email I had received on XX/XX/XXXX, indicating the pending transaction for {$870.00} had been canceled. 

Then shortly thereafter, we received another letter from Citi XXXX, dated XX/XX/XXXX, indicating a dispute had been opened in the amount of {$860.00} with XXXX XXXX XXXX XXXX XXXX XXXX and they had begun their investigation. 

I immediately called Citi XXXX XXXX department and it was determined my response on XX/XX/XXXX and their letter of XX/XX/XXXX had obviously just crossed in the mail. I was assured they had received my email with the additional information they had requested. 

Towards the end of XX/XX/XXXX, we received another letter, dated XX/XX/XXXX from Citi XXXX, indicating they had completed their investigation and since the service or merchandise had been provided, they were unable to support the billing error dispute. They were removing the conditional credit and we were responsible for the entire payment of {$870.00}. 

On XX/XX/XXXX, I contacted the XXXX  department once again, spoke with XXXX, explained the entire event once again. She indicated she would reopen the dispute and we should hear back in approximately 7 days. 

In the meantime, we received the next bill, due by XX/XX/XXXX. It still showed a conditional credit of {$860.00}. That bill was paid in full on XX/XX/XXXX. 

The final straw was a letter we received, dated XX/XX/XXXX. Our dispute was denied and we are being held responsible for the entire amount of {$870.00}. The letter indicated that since we still had our credit card and had presented it to the merchant, we are being held responsible for any transaction that took place using that card. The Citi XXXX investigation is complete as far as they are concerned. The worst part is their threat to notify the credit bureaus should we not pay our minimum payment by the due date. Seriously? 

Please, please, please help us. We are seniors and this is a lot of money to us. 

Documentation to support all of the above is attached. 

Thank you so kindly for your help and support.

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