Consumer complaint received 2022-07-08
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:
To Whoever It May Concern XXXX Received Check from merchant as a full refund. Called Citi Disputes dept. and asked a supervisor to withdraw the dispute. 

The supervisor did not withdraw the dispute. I did not see the transaction reversed in my transaction list. 

On XXXX I made numerous calls to CitiBank to confirm that. The first supervisor confirmed the dispute was not withdrawn on XXXX. 

Next supervisor gave some different story stating the merchant sent Citi paperwork on XXXX. 

The next supervisor XXXX said something different, he said dispute was withdrawn on XXXX, but the merchant received the money back on XXXX because on XXXX XXXX the merchant responded with paperwork. And apparently the bank sent me all the paperwork via email, which I never received. This all information from XXXX was completely misleading and false. 

What happened in between all these phone calls, one of these supervisors noticed that the first supervisor from XXXX actually failed to withdraw the dispute, so he/she sneaked into my account and quietly withdrew the dispute on XXXX. 

When I went online on XXXX I noticed it says the merchant responded on XXXX and the dispute was withdrawn on XXXX ( strangely a date in future because XXXX comes after XXXX ). 

I called Citi again and the supervisor said the dispute was actually withdrawn on XXXX XX/XX/2022, not on XXXX. 

I withdrew the dispute on XXXX primarily because I received a check in full amount from the merchant 's corporate office ( and I don't double dip because I am not a thief ). However, on XXXX my bank account says the merchant has placed a stop on the check, and I don't know why. As a result, my bank has also charged me a {$20.00} fee for a returned check. 

If I find out that the reason for the refund check getting stopped by the merchant due to the CitiBank dispute not being withdrawn at the right time, make no mistake I will bring a lawsuit against CitiBank in the small claims court for the amount of XXXX + {$20.00} check reversal fee + court costs + interest + punitive damages as applicable under the law. 

Technically most people here will complain about the service standards only, but I won't do that because .... I must say I don't trust your executive department either because last time when I raised a concern about a suspicious phone call, I received from a Citi branch one of your XXXX  executive team members called me, I asked her to call me back because I was on another call, she refused to call me back. I could never find out what happened to that suspicious phone call I reported. That's the standard of your executive staff member, so I can only imagine how far this issue can go. I am sick and tired of your call center people giving misleading contradictory information all the time and not doing their job on time... I like most of your customers would accept your XXXX  phone operator service at most times, but I am not going to sit back and lose money for their disservice.

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