Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #6875625

Complaint Overview

Complaint ID: 6875625

Company: Citibank, N.A.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Card was charged for something you did not purchase with the card

State: District of Columbia

ZIP Code: 20003

Date Received: 2023-04-23T12:00:00-05:00

Date Sent to Company: 2023-04-23T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2023 there was a transaction made on my Citi Bank account in the amount of {$2100.00} with XXXX in XXXX, XXXX. The transaction was a mistake given issues on the companies website and within minutes I called Citi Bank to cancel the transaction. I was told that it had been declined, however that if it went through that I shouldn't worry, that they would take care of it and cancel the transaction. The person I spoke to then instructed me to submit a claim. Additionally, I stayed at another hotel on those exact dates charged to that same credit card, which is another proof point of why I would have never used the services of XXXX. Immediately, I submitted my claim and was given temporary credit, while the situation was investigated. I communicated with various different people and on XX/XX/2023, I was told that I was found responsible. I then called again and resubmitted information to reopen the investigation and was told that they would reopen the investigation and that I would hear back again and that I shouldn't worry, that I would be taken care of. In the dispute center, on the online app, it currently reads that my situation should be resolved no later than XX/XX/2023 and I called today XX/XX/2023 to be told that there was nothing that could be done for me because the merchant of the hotel ( that I never stayed at ) had been credited the money. Through earlier conversations with Citi Bank employees in XXXX, this was never communicated to me. Throughout this entire process, I spoke to someone named XXXX located in the XXXX, XXXX located in Arizona, and XXXX based in the XXXX as well as several other people. I'm extremely frustrated with this whole process and have never experienced anything like this with any of my other credit cards. Given that I was not given adequate communication, assistance or support through this, I decided to cancel my credit card with Citi Bank and will never again reopen. There was a lack of honesty, transparency, and customer support on behalf of Citi. The moment I called, minutes after this transaction was made by mistake, I was told I would be taken care of and that the transaction would be cancelled. However, each time I called I was given different information and clearly given inaccurate information and transferred to different people. As I was closing my account, I was told by someone named XXXX that I would be getting a {$99.00} credit given my experience, which was extremely insulting and disrespectful.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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