Consumer complaint received 2025-07-17 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: TN

Complaint narrative:
XX/XX/XXXX Double charge by merchant {$420.00} .I dont think it was intentional the son ran card father was on phone father said card would not run with him on phone The father / owner of business stayed on phone 8 to 10 minutes longer and ran the card agine once he got off phone and printed register receipt. I did not notice the charge till i seen statement, I immediately called him and let him know it ran twice. He called his bank, His bank said he only received the 1 payment. So i immediately called Citi Bank to open dispute. I Submitted the receipt i had and waited for a response. CITI BANK sent a letter saying THE DOCUMENTS OR FACTS PROVIDED DO NOT SUPPORT ERROR. I called as soon as i got letter the supervisor said to call merchant and see if money was in his account and reopened the case on both transactions she said she could see the double charge that the investigator did not put a reason for closing the case or request any other documents. To send another letter to reopen the case, I did by mail, email, fax, Citi bank web site, plus i called the merchant like she told me to see if he had the payment. SHE said she was positive that its in his account from what the see.I called the merchant he said he did not get the second payment he would check agine and call me .a few days went by he never called so i drove to the merchant business and i video the talk with him, He told me he checked bank and its not there, he said he was waiting on accountant to call him back with credit card statement is why he had not called. A Few more days passed and Citi bank sent a letter saying they needed a time-line of when and who i talked to and dates, I sent all information they asked for was very detailed. By mail, fax, email, Citi bank site, another couple weeks passed received 2 letters, saying, No errors found Documents or facts dont support error. SO I CALLED CITI BANK dispute line and the lady was very short with me and did not have any information. So i asked to speak with supervisor, I explained what was happening and she looked to see what investigator had put in notes, She said nothing was in there, no explanation of why it was closed, She suggested i reach out to the merchant and write another letter to reopen the case, I asked what good is it doing if i dont know why it is being closed. She had no words i asked her if it was time for a layer. She said i can see it was a double payment but i can't advise you to get a lawyer. I asked how i could talk to the investigator directly, she said they have no way to allow me to contact them .I Called the merchant back after i got off phone because that is what she offered as help, He would not talk to me, So i wrote a letter to reopen the case it has been another week and no reply from Citi Bank XXXX Was mailed certified, emailed, faxed, I have done all i can and asked for a detailed explanation why it is being denied and closed with a vague explanation. It is ridiculous that no explanation is being given to resolve it. I Fill like they have done nothing and using me to investigate for them.The sheriff department said he dose not believe the merchant has the money he believes it got put back to citi bank but was not credited correctly and they have not done a proper trace of the payment.

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