Consumer complaint received 2020-02-25
Company: CITIBANK, N.A.
State: KS
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:
This is regarding disputes numbers XXXX and XXXX. The merchant is XXXX   XXXX XXXX. 
I spoke to XXXX in billing disputes on XX/XX/XXXX around XXXX XXXX. He stated dispute XXXX for {$14.00} dated XX/XX/XXXX and disputed on XX/XX/XXXX for {$14.00} was a permanent credit with no additional documentation required. It was resolved in my favor on XX/XX/XXXX, the same day my conditional credit for dispute was issued on my statement and my transaction history. XXXX stated the merchant was not paid on this transaction. In direct contrast, dispute XXXX for {$29.00} dated XX/XX/XXXX and disputed on XX/XX/XXXX was also a permanent credit with no additional documentation required. It was resolved on XX/XX/XXXX, the same day my conditional credit for dispute was issued on my statement and my transaction history. XXXX stated despite issuing a credit in my favor, the merchant was paid on this transaction. According to Citibanks executive team ( XXXX and XXXX ), Citibank had been issuing me permanent credits, but when a merchant disagreed, they were also paying the merchant. Then, they would charge the amount off on their P & L sheets and would code my dispute as misrepresented. To date, Citibank has not provided me with a full list of the so-called misrepresented disputes despite asking them in writing through their billing disputes department, asking for the documentation through the CFPB, as well as verbally asking for documentation to their XXXX number within their billing disputes department. I get contradictory answers. 
I have spoken to the store manager, XXXX, at the XXXX  XXXX. I have also spoken to his district manager, XXXX XXXX. XXXX remembered my prior complaints through the website and also the XXXX  complaint I filed against the location back in XXXX. The prior manager, XXXX, never followed up with me despite advising XXXX that he had. XXXX is no longer employed with XXXX XXXX. XXXX apologized for the problems. I told him I had withdrawn dispute XXXX for {$29.00} and asked him to directly refund me. He stated he couldnt do a refund this far along on my credit card, but he agreed to send me a gift certificate with a receipt, and said he would be willing to speak to Citibank if needed. I explained the entire problem to him and he went as far to research it through their accounting department. On XXXX, I received a gift card for {$44.00} which is well over the disputed amount. It appears he refunded me for both charges despite telling him Citibank had not paid them on the other dispute. 
So, I am asking that Citibank recode the disputes to reflect them as not misrepresented. I am sending a copy of the e-mail I am sending to billing disputes, copies of the gift card and the receipt ( feel free to call the number on the back of the card to verify the dollar amount ), screen prints of my dispute summary for the disputes, and a copy of the e-mail interaction between myself, XXXX, and XXXX. 
I am also asking for full dispute documentation with the merchants response on both disputes. I am requesting these documents be sent to my Notices and Letters page on the website, because I am signed up for electronic notices.

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