Consumer complaint received 2023-06-23
Company: CITIBANK, N.A.
State: PA
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/XXXX I charged {$27000.00} to my Citibank card at XXXXXXXX XXXX XXXX in the XXXX XXXX XXXX XXXXXXXX in XXXX XXXX XXXX, PA.. I also charged the same amount on American Express. This was for custom cosmetic products ( sent every 3 months ) and monthly facial and full body treatments for 3 years. I received my first paackage of procts in XXXX and was scheduled for my first treatment appt on XX/XX/XXXX. When I arrived, all of the store personel had changed, no one knew that I was coming and they had no idea what sort of program I was supposed to have. They insisted on doing a facial while they attempted to sort out the issue. I re-iterated the fact that I have very sensitive skin and many XXXX  XXXX ( had previouly given them a full list of the XXXX ). They were not ble to get in touch with anyone. I had XXXX XXXX  XXXX, which have not yet resolved 15 months later. I visited my XXXX  as soon as possible and was given XXXX XXXX  and told not to use ANY products until my skin cleared up. Obviously I was extremely upset and filed disputes with both credit card companies. over the course of about 2 weeks the new management begged my to reconsider, promised they would give me all the proper services I paid for and in addition give me an at home piece of equipment and install it ( supposedly valued at {$25000.00} + ) and that we would start fresh with the 3year program as of that date. Effectively a NEW AGREEMENT. I contacted both credit card companies and withdrew the complaint after asking and being assured that if the company did not uphold its end of the agreement I could refile. 
It became apparent that the company could not provide the treatments and the second round of products due in XXXX never arrived. After being unable to reach the mgt. or get any answers from the store staff I called to refile the dispute at the end of XXXX. American Express did so and ultimately refunded my money.CITIBANK refused to refile or start a new complaint. I called several times asking for managers until I was told I could submitt evidence for their review, which I did on XX/XX/XXXX. I had to call multiple times as I did not receive any feedback within the time frame they said, Finally on XX/XX/XXXX they notified me that they would not accept a dispute. I immediately called and emailed to escalate the complaint and each time I received the same stock answer as to why they refused the dispute. They claimed I had received the products I paid for. Obviously the one quarterly shipment arrived but none of the others AND the 3 year time period was supposed to have restarted in XXXX after the first set of products arrived and I could not use thaat shipment because of the allergic reaction. I requested that they change it to a fraud complaint instead of a disputed charge. Multiple times I requested that they just make the attempt and I would be fine with not having even a temporary credit until the other party had time to respond or not. I had come to believe that XXXX XXXX was running their charges through some cover firm and would not respond to the complaint. I took this to what they told me was end of the appeals process- an executive complaint- which came with another denial to even make attempt to help me recover a very large some of money. I have been a Citibank card holder for over 30 years, my credit limit grew to over {$33000.00} and I have an XXXX credit rating. Everyone I have spoken to The licensing dept of the PA Attorney General and the XXXX fraud help line agrees that this is a legitimate viable case of fraud. I am also filing a complaint with the FTC to attempt some action against XXXXXXXX XXXX XXXX, but have been advised that short of a law suit the only way to recoup my money is through Citibank who should have processed the complaint.

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