Consumer complaint received 2025-03-24 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:
PLEASE NOTE THAT THIS COMPLAINT IS WITH REGARDS TO A PREVIOUS COMPLAINT THAT WAS CLOSED OUT BY CONSUMER FINANCE BEFORE IT WAS RESOLVED. THE CASE NUMBER WAS : XXXX THIS IS MY REPSONSE TO THE LETTER RECEIVED FROM CITIBANK Please see attached phone records It is correct that I called to report my card missing on the XXXX. Everything else in your letter is incorrect. 
I called on the XXXX to report my card missing. I was asked if it affected my virtual wallet and I said no, which is correct. THIS CLAIM WAS NOT CHARGED THROUGH A VIRTUAL WALLET. 
The following day on the XXXX I called to make CERTAIN that NO ONE that previously had my card number could charge my card again. I was assured by the Citibank rep that no one could charge my card. I asked if there was any pending charges and they said NO. I asked if there was any charge on my account from XXXX in an amount of {$1500.00} and I was told NO. 
On XX/XX/XXXX a charge appeared on my card on the online portal from XXXX for {$1500.00} and it had a date of XX/XX/XXXX. 
AGAIN! I WILL STATE THAT ON THE ACTUAL DAY OF XX/XX/XXXX NOTHING SHOWED ON MY TRANSACTIONS FROM XXXX FOR {$1500.00} AND ON THE XXXX YOUR REPRESENTATIVE TOLD ME NOTHING WAS PENDING AND WHILE THERE WERE OTHER CHARGES FROM XXXX THERE WAS NOTHING FOR {$1500.00} AND THEY ASSURED ME THAT NOTHING FURTHER COULD BE CHARGED. 
As soon as I saw this charge appear on the XXXX I called. Needless to say I was transferred dozens of times and given other numbers to call. HAVE YOU LISTENED TO THE RECORDING OF THOSE CALLS?!? I recorded a portion of it when the so called supervisor got on the line. It is an abomination!!! 
One of the reps I spoke to told me that my card had been cancelled but that ANYONE who had been given my card number and had set it up as a recurring charge was forwarded my new card number. AT NO POINT EVER WAS I TOLD THIS AND I DID NOT AUTHORIZE THIS!!!! 
I was told that my virtual wallet would stay the same and I was fine with that. 
XXXX WAS NOT PAID VIA A VIRTUAL WALLET. THEY WERE GIVEN MY CARD NUMBER AND WHEN I CANCELLED MY CARD CITBANK GAVE THEM MY NEW CARD NUMBER BECAUSE XXXX HAD SET IT UP AS A RECURRING CHARGE WHICH IT WAS NOT. IT WAS A ONE TIME RENTAL!

THIS HAS NOTHING TO DO WITH A VIRTUL WALLET!!!!! 
My issue is not with XXXX at this point. My issue and my claim for my {$1500.00} is with Citibank! I cancelled my card and had Citibank not given my new account number to them, without my knowledge or authorization, they would not have been able to charge it. 
I have banked with Citibank since XXXX and I have multiple business credit cards as well as my personal card and this has been the most horrific and unacceptable experience. If this charge is not reversed permanently I will be moving ALL of my accounts elsewhere and I will post on every available outlet the experience I have had with Citibank. If I can not trust my own bank then its time to move on!

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