Consumer complaint received 2017-05-03
Company: CITIBANK, N.A.
State: FL
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:
I 've had several issues with my Credit card issued from  Citibank,  account number ending in  XXXX . In the past  two  months, I 've made a total less of  XXXX  transactions, and  XXXX  of those I had to initiate a chargeback due to the merchant not complying with a refund and cancellation request.      Citi  makes it hard to follow up on news from a chargeback.   I follow up with citi providing documentation about my dispute and send mail vi a usps   first class  .     Citi st ates they did not receive my chargeback dispute information.   Customer service is not useful and repeats that I need to follow procedure I already did.      XXXX  transactions that I disputed, and the chargeback was not in my favor were :  XXXX / XXXX / 2017  {$100.00}  XXXX   XXXX   XXXX   XXXX    XXXX   This  XXXX  I disputed because the website did not properly complete its workflow. I attempted to purchase this ticket several times and it resulted in my getting an error page on  XXXX   XXXX . I contacted  XXXX  by phone and they stated that no charge occurred, and at the time no charge was listed on citi. I also contacted citi support via chat and they said the same thing. I attempted to purchase this ticket with several credit cards from  XXXX  and  XXXX   XXXX , and they all resulted in the same error page on the website and on those different banks did not put a charge on the credit card. I initiated a dispute, and  Citi defaulted to that the merchant responded and closed.  I did not use the flight, I did not check into the flight and I was not aware the flight had book. Ultimately I purchased a flight on a competing airline that did not give me an error when I attempted to purchase a ticket.      XXXX / XXXX  /2017  {$79.00}  XXXX    XXXX    XXXX  CA This  XXXX , cancelled via the merchant 's website, which forced me to contact their support, and they gave me the complete pitch which after refusing several times, they said they would cancel my demo membership and not charge my account.   I have email documentation saying I need to contact their support, but no  further documentation that account was cancelled. Citi sent paperwork, I replied with a printed form of the email I received from the merchant stating I needed to call them, I gave a statement I signed to citi explaining the situation and citi states they never received it and reversed the credit.      I am a responsible credit card user, I currently have no debt on these cards with   Citi, and my experience dealing with Citi makes me consider my relationship with them and the possibility of cancelling my credit cards with them. I do n't need citi, and the more I reach out for help, the more I 'm frustrated.
I plan on following up both these cases with Citi, but, I should not have to go through a game of following up online chat, phone call and replying by postal mail that now I feel has to include tracking to make sure it was received.
I 'm writing this to document my poor experience with Citi.

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