I have been a Citibank loyalist since Oct 2002. Over the years I have started with a suvidha account and have held different credit cards. I am currently holding Citibank Visa platinum Rewards card (4386 2800 1321 5359).


Problem Statement:
Over the years I have booked railway tickets through IRCTC.co.in and never keenly observed the month end bank statements (Having trusted Citibank will never goof up!!!!) to verify the transaction amount for two reasons
1) I believed for every transaction made I will immediately receive an SMS (which I always got)
2) Any additional charges are levied on the transaction, Citibank will clearly show that in the payment gateway while making the payment

Last month, I had to book quite a few tickets and to my utter surprise when I saw the bill, I saw a slew of transaction fees which all add up to around Rs. 400 (not a big amount for a multi billion dollar company like you)!!

My problem is
a. Why was this charge not explicitly shown on the payment gateway
b. Why was this charge not reflected on the SMS alert
c. Why was this charge if reflected the next day, a separate SMS was not triggered?

When I spoke to your call center, they washed off their hand saying it was mentioned in the document sent along with the card!! Really!!! Is that your argument!!!

As a consumer I see this as an under handed manner of Citibank to extract money from the customer, Especially when I already paying extra to IRCTC for online booking!

I do not know if I ever will receive any response from your team. But today you have lost one customer who was loyal to your company for almost 12 years now!!!