Consumer complaint received 2018-07-07
Company: CITIBANK, N.A.
State: CA
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/2018, I authorized a XXXX deposit payment to XXXX XXXX  and Title ( XXXX XXXX ) through CITIBANK Credit card. However, no discussion was bought up about the deposit policy or refund/return policy. I did not read or sign on the Sales Order where in the left corner with small notes saying that " Deposit is Non refundable and will be service charge if the customer cancel the order. '' On XX/XX/2018, I visited the store and told them that i would like to cancel the original ordered items but would like to purchase other items in their store and apply the XXXX deposit toward the new purchase. They refused. I did not take any goods or service from this store what soever. BTW, none of my original ordered items are customized order like cabinet. They are general wood floor and tiles which can be resale to any customers and therefor should be returnable.

On XX/XX/XXXX, after not reaching any agreement with the merchant, i called CITIBANK and filed a dispute. CITIBANK credited XXXX  back to my account.

On XX/XX/XXXX, CITIBANK recharged me XXXX  because the merchant responded by providing sales order with my signature, which later on i emailed to prove the signature is forged.

On XX/XX/XXXX, CITIBANK informed me via e communication email informing me that they will close the investigation based on the proof the merchant provide.

On XX/XX/XXXX, I responded back to CITIBANK via email stating that i disagree with the decision to close the investigation. I provided 2 attachment. 1 ) My copy of the Sales Order shows no sign of my signature. 2 ) I provided a payment history record between me and my contractor from XX/XX/XXXX-XX/XX/XXXX with 7 signature of mine. This proves that they forged my signature in the Sales order that they provide.I did NOT give consent that the deposit is NON Refundable under any circumstances. I did not even touch any of their goods or service, therefore i deserve to get the majority if not all of my XXXX deposit back.

On XX/XX/XXXX, CITIBANK issued a dispute letter informing me that because the merchant did not issue a Credit Receipt to CITIBANK, therefore CITIBANK can not further dispute this issue in my favor. Of course the merchant don't want to return my deposit, that is why i reply on CITIBANK to fight at my side.

on XX/XX/XXXX, i called CITIBANK dispute center. The representative told me that this investigation is closed. I will not get even 1  cent of the XXXX   deposit i was charged even though i have not take ANYTHING from the merchant. This is horrible customer service and is the total opposite of what they advised - " CITI is at your side with every transaction ''.

I am contacting CFPB to urge CITIBANK to reopen this investigation and act with fairness towards its ' own customer.

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