Originally posted by: ric1287
It is a Citi card and I was wondering what the simplest dispute method is.
Well my GF had some fraudulent charges a few months ago. I don't know all the details because its was NOT a pleasant experience and any time she was on the phone I made it a point to be else where and was careful not to bring up the subject (because I prefer my balls attached).
The things I know:
She has had the account since 01.
Didn't know anything was wrong THEY called her to ask her about charges (~$500 Euros in the UK).
During that call they said they stopped all further transactions.
She asked if there was anything she needed to do to which they responded no they would take care of it.
Few weeks later she gets her statement with the charges, not sure what she is supposed to do (ie, pay everything\only valid charges) she calls them.
The service rep mentioned that there was no suspension on the account and that if the charges were in fact fraudulent she needed to circle them on her statement and write a letter saying that she didn't make these charges and send it in.
The next statement comes and the charges are still on the account, now shes pissed and calls again gets told that she needs to speak with the investigator assigned to the case, who was not in. They also could not give her the investigators # or even their name.
She calls again a few times over the next few weeks, and the same story investigators not in and cannot give name or #.
A week or so later she gets a message from Citi saying they need to talk to her about her account. Obviously, she was happy that she might actually get some answers. Nope, it was them saying that her account is now delinquent and that its going to be sent to collections soon.
Obviously, she goes supernova on this person who then transfers her to some other person.
This person says that originally when she sent the letter there is some form that you are supposed to use to create said letter. She asked them what the form had that her letter did not contain (ie account info, bad charges, date and signature). The person says nothing and after a hour or so got the charges cleared.
So the ~$500 is gone which shes happy about but there is still like $40 in fees (foreign currency, late) that are tied to this account that have not been waved yet.
Any way, the whole experience was not pleasant for me let alone her. If you have the chance to have the bar retract the charge I HIGHLY recommend it.
/me hugs AMEX.