Consumer complaint received 2024-10-13 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: CA

Complaint narrative:
Dear Sir/Madam, I am writing to formally request your assistance in urging Citibank to reverse a fraudulent charge of {$890.00} on my CostcoAnywhere Visa Card , which occurred on XX/XX/year>. The Citibank dispute case number is XXXX. 

The charge in question resulted from a deceptive practice by individuals misrepresenting themselves as representatives of the XXXX XXXX. They fabricated a non-existent hotel policy to manipulate me into authorizing this transaction. I received no services in exchange for this charge, and the purported service is not a paid offering by XXXX XXXX, but rather subject to availability. 

I promptly notified Citibank of this fraudulent activity within an hour of the transaction, immediately after I talked to the real representatives in XXXX XXXX. Despite my efforts, Citibank has twice rejected my dispute : 1. Initial rejection on XX/XX/year> XXXX. Re-appeal rejection on XX/XX/year> Citibank has concluded their investigation, citing an inability to obtain compensation from the merchant. However, this rationale fails to address the fundamental issue of fraud and consumer protection. 

This transaction was predicated on fraudulent misrepresentation and materially misleading information. The perpetrators impersonated legitimate hotel staff and charged for non-existent services. Given the nature of this scam, it is unreasonable to expect voluntary cooperation from the fraudulent merchant. This approach to dispute resolution appears fundamentally flawed and inadequate in protecting consumers from illegal activities. 

Basis for my dispute as below 1. Fraudulent Misrepresentation : - I made an online reservation directly with XXXX XXXX  for XXXX XXXX in XXXX. I emailed XXXX XXXX XXXX on XX/XX/XXXX to confirm the reservation and request for two beds in each room but didnt hear back that day. 
- On XX/XX/XXXX, I inadvertently dialed an incorrect number and connected with a third party. 
- This third party falsely represented themselves as XXXX XXXX  representatives. 
2. Misleading Information : - The third party claimed my original online reservation was invalid due to occupancy limitations - They insisted immediate payment was required for extra beds to maintain the reservation. 
- This information was later proven false by actual XXXX XXXX  representatives on XX/XX/XXXX and XX/XX/XXXX. 
3. Non-existent Service : - XXXX XXXX confirmed that extra beds are subject to availability only and not a paid service on XX/XX/XXXX and XX/XX/XXXX. 
- Upon check-in, no extra beds were provided in our rooms. 
4. Discrepancy with XXXX XXXX ' Policies : - XXXX XXXX  offers free cancellation, free modification, and {$0.00} no-show penalties. 
- The third party 's charges were non-refundable, contrary to XXXX 's policies. 
5. Prompt Action : - Within an hour of the transaction, I realized the error and contacted XXXX XXXX  to confirm my reservation. 
- I initiated the dispute process with Citi immediately upon discovering the fraudulent nature of the transaction on XX/XX/XXXX. 

It is unjust for me to bear financial responsibility for services I did not receive, while the scammers profit from their illegal conduct. Your urgent attention to this matter is greatly appreciated. 

Thank you for your time and consideration. I look forward to your prompt response and resolution of this issue. I am attaching my correspondence with Citi Dispute department and happy to provide all the detailed documents.

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