Consumer complaint received 2020-09-15
Company: CITIBANK, N.A.
State: NM
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:
On XX/XX/2020 I booked a vacation to XXXX with XXXX XXXX XXXX XXXX   for travel from XXXX. At the time I paid two deposits of {$1300.00} and {$560.00}. Than the Covid 19 pandemic happened. I attempted to call the resort in XXXX multiple times during the month of XXXX and got no answer and could not leave a message. I finally emailed the resort on XX/XX/2020 requesting to cancel due to the travel restrictions that had been put in place. Got no response. Tried to call the resort in XXXX multiple times in XXXX, no answer. Finally filed a dispute with Citi cards on XX/XX/2020 hoping I would have better luck going this route and that Citi could get a hold of the merchant. Citi responded to me on XX/XX/2020 that my {$1300.00} disputed had been denied and on XX/XX/2020 that my {$560.00} dispute had been denied. The merchant responded and said I could only rebook. On XX/XX/2020 I responded to Citi with a screen shot of the merchants own public website that due to Covid you could cancel or rebook if you were booked to stay between XX/XX/2020 and XXXX XXXX. Which we were. I also provided a copy of my email showing I had requested to cancel. On XX/XX/2020 I was able to finally able to obtain an email from the merchant confirming I had canceled. I provided this to Citi on XX/XX/2020. Than on XX/XX/2020 the merchant sent me another email saying I was owed a refund. I provided this to Citi as well. I followed up on my dispute on XX/XX/2020 and was told that they had not received all the documentation. I provided it again. I received confirmation from Citi it was received on XX/XX/2020 and I would have a resolution in 7 to 10 days. I followed up again on XX/XX/2020 and told it would be escalated, that nothing had been done. On XX/XX/2020 I received a call from the Citi dispute area that my claims were being denied because I did not provide proof that I canceled. I told the rep I had provided that back on XX/XX/2020 and again on XX/XX/2020. The rep promised me it would be escalated as she did find the proof and I also emailed the Citi dispute area for the 3rd time a copy of the cancellation. I am greatly lacking in my trust of Citi at this point. The phone call on XX/XX/2020 involved the rep getting a supervisor on the phone to see if there was anything else that could be done. When the supervisor came on it was hard to hear him because of a poor connection on his end. On top of that he had roosters and chickens crowing in the background so loudly that I could not hear. I asked him if I was hearing chickens and roosters and he said yes. That he was working from home and there was nothing he could do about it. He can't control it. I told him I also have pets in my home but I went to an area of my home were it was quiet so I could hear and not be disruptive. He did not care. I finally ended the call as it was not productive and I could not hear him. 
As a side, this same merchant charged me on XX/XX/2020 for the remaining balance of the vacation I had canceled. That charge was for {$2900.00}. I also filed a dispute with Citi for this charge since the trip was canceled. Citi did find in my favor for this charge and made it a permanent credit on XX/XX/2020. I have pointed this out to them since I do not understand why they refuse to reverse the other two disputed charges and have claimed multiple times that I have not provided proof of the cancellation when clearly I have.

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 monetary relief