Consumer complaint received 2022-04-19
Company: CITIBANK, N.A.
State: GA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Citi Bank is the absolute worst company to deal with. We have been dealing with this issue with them for XXXX and a half year with no resolution. We finally gave up trying to resolve this because they have refused to communicate with us other than e-mail. We made a purchase XXXX and a half years ago for my father who had medical issues. At this time he was unable to put anything on his credit card due to a bankruptcy with him and his wife. He needed a medical shower installed ASAP in our home which he moved into. Once complete he opened a XXXX card and we did a balance transfer. Everything went through with no issues. Unfortunately, and unexpectedly he passed away before the first bill was paid through XXXX. Once I sent them all of the paperwork on his passing they said, we will take care of it. Well three months later we see on our Citi card a fraud charge of {$6200.00}. We called them and said, there was a fraud charge to XXXX. We told them do not pay them we will handle it through XXXX. Well with no investigation they just sent back the money to XXXX. We did a dispute and they ended up sending another {$6200.00} to XXXX. Now my account was negative {$12000.00}. It took us almost 6 months for them to fix that mistake. Finally after getting that taken care of we finally got back to the main issue of them sending that money to XXXX. After XXXX hours on the phone with multiple departments we kept getting the same answer. Your account is taken care of it will be at XXXX on your next statement. That never happened. We would then get on the phone again with an average of XXXX hours each call talking to every department. We had XXXX supervisors tell us your account will be XXXX the following month. It never was. After filing complaint to everyone who would listen the XXXX office wrote an e-mail with our bill saying, we are sorry but the information you were told was not correct. I said, so all XXXX of the supervisors didn't know what they were talking about? No response. I said, them you contact me and tell me why. They would only respond in e-mail. I refused to call anymore due to the fact that it was a XXXX hour ordeal and I would only get supervisors who according to them didn't know what they were talking about. Then a year ago we get a call from XXXX saying my dad has a credit of {$6200.00}, what did we want to do with it? They said do you want us to send you a check? I said let me contact Citi. I called Citi and let them know that I have a positive of {$6200.00} with XXXX and negative with Citi for {$6200.00}. They said, once we get that money your account will be at XXXX. We have heard that before. Well after 4 months of XXXX trying to transfer it over, it finally happened. XXXX contacted me and said the transfer went through so we are closing this case out. We are dealing with Citi here so you know the story doesn't end there. I called the number on the card and it said my account is closed. The online site would no longer let me know. I was excited this was finally over. Well, remember this is Citi. I found out only because of my credit score dropping that Citi didn't close it out. Once again they had excuses. They were saying that it was their money to begin with. I said, you didn't even know XXXX had it. I should have had XXXX send me the check, but I thought Citi would have done the right thing. Well, it is Citi. Now I call them to try again to see the issue. The customer service rep said we have a no communication with you. I have never heard of that before but that is what they did. We no longer want to discuss this with you either pay if or we will destroy your credit, which they have been doing now for XXXX years. They finally sent me to collections after 2 years. Finally someone who will listen to me since obviously Citi will not. Well that was not the case. All they wanted was their money. I had to file an appeal to take this to court. I asked Citi 3 times to hold off dinging my credit report each month until they take me to court so we can finally settle this after two and a half years. I have those e-mails where they said we will get back to you. They never did and my credit score gets hit every month. I went from perfect credit to 4 credit card companies dropping me due to Citi. They either need to drop this, or take me to court. How long are they going to drag this out? No wonder why they have an F rating on the XXXX  and 100 '' s of complaints on their service.

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