Consumer complaint received 2019-03-19
Company: CITIBANK, N.A.
State: NC
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:
In early XX/XX/XXXX, I was made aware that I was a victim of an internet scam by a company, XXXX '', previously known as XXXX XXXX XXXX XXXX, that was selling online business " mentorship '' programs. I used XXXX ( XXXX ) credit cards to finance this mentorship program - a CitiCard MasterCard and a XXXX card. XXXX gave me a temporary credit for the charges and then found in my favor within the 60 day period given to the merchant to respond to the dispute. At the end of the 60 days, XXXX immediately gave me a permanent credit for the full amount of the original charges. XXXX card was very courteous and prompt in their responses with me and any additional information they needed to investigate properly into the matter. 

CitiCard Mastercard, on the other hand, has been very difficult during the entire dispute process. CitiCard MasterCard has been delinquent in their initial processing of my dispute. It took XXXX ( XXXX ) separate submissions before CitiCard MasterCard even entered my dispute into their system. 

Initially, I tried filing the dispute with CitiCard MasterCard using their online website, but was instructed to call and speak to a dispute XXXX. I called CitiCard MasterCard on XX/XX/XXXX and explained my situation for which they instructed me that I would have to mail in the documentation before a dispute could be placed into their system. I followed CitiCard MasterCards instructions and mailed a letter explaining my dispute along with all documentation proving the products and services that I purchased were not delivered in full or not at all as part of an internet scam ; as well as all communication with the Merchant ( XXXX XXXX XXXX XXXX, XXXX XXXX ) being disconnected. 

I called CitiCard MasterCard repeatedly for updates* and my dispute was only entered into their system once I mailed all documentation with signature confirmation. When I called to follow up after this third attempt, CitiCard MasterCard informed me that they actually had all three of my submissions. My initial submission was sent mid XX/XX/XXXX, but it was not entered into their system until XX/XX/XXXX ( see attached letter dated XX/XX/XXXX from CitiCard Mastercard ). 

*I called CitiCard MasterCard XXXX  ( XXXX ) times on XX/XX/XXXX and again on XX/XX/XXXX to follow up with them and make sure the paperwork had been received. They told me it was not in the system and to give it more time to be logged in. I called XXXX ( XXXX ) more times on XX/XX/XXXX and the documentation I sent was still not entered into the system. I was instructed to fax the information to them. 

I faxed the information to them on XX/XX/XXXX and followed up with them again via phone call on XX/XX/XXXX, more than a month later. Again, I was told that the documentation was not logged into their system. I was instructed to mail the paperwork in for a total of XXXX ( XXXX ) submissions at this point. 

I printed off all documentation again and mailed it with signature confirmation to CitiCard MasterCard. 

On XX/XX/XXXX I received notification via email from CitiCard MasterCard that more information was requested ( see attached letter from CitiCard MasterCard dated XX/XX/XXXX. ) This notification requested that I provide the information by XX/XX/XXXX even though I had received it on XX/XX/XXXX, only XXXX ( XXXX ) days notice, or the matter would be resolved and closed in the merchants favor. I called Citicard MasterCard immediately to inform them that I just received this request and that I would be sending it to them later that day. I emailed the requested information ( see attached letter with signature dated XX/XX/XXXX ) to the email address provided on XX/XX/XXXX. 

I called to follow up on XX/XX/XXXX for which finally I was told all XXXX submissions of my paperwork were received but not all were logged into their system. The one for XXXX XXXX XXXX XXXX was the only dispute logged into their system, and they were investigating the matter. 

On XX/XX/XXXX, I received another e-communication that CitiCard MasterCard required more information regarding my dispute with XXXX XXXX XXXX XXXX in order to be able to assist me with the dispute. I provided all of the information that they requested in this e-communication prior to the deadline of XX/XX/XXXX. I emailed it to the address provided on XX/XX/XXXX. 

On XX/XX/XXXX, I received a voicemail from an agent with Citi Bank regarding an ongoing investigation. I immediately called back and left a voicemail to call me. I never heard back from the agent. I called several more times and left several more messages to call me back with whatever information, update, or request they had. I never heard back from anyone. 

On XX/XX/XXXX I called to follow up with them regarding my dispute and was told they were still investigating and that I would receive communication via email or to keep checking the e-communications part of my online account. I noticed that on this call and the previous one, the agent was rushed to get me off of the phone. The tone of the conversation was that I was not a valued customer and my concerns were not important. 

On XX/XX/XXXX I received an email with the notification that my dispute had been resolved. The communication letter stated, We have reviewed your dispute and determined that we are unable to assist you. The charge is dated XX/XX/XXXX and the dispute was initiated on XX/XX/XXXX. We previously requested the first and the last date the merchant rendered the services and we needed your letter with all the dispute details and documentation within sixty days from the last date the service were rendered. Due to the age of this charge, we are now unable to resolve the dispute on your behalf and we have closed our investigation. However, if you wish to pursue this matter, you may seek alternate means in which to obtain the credit you desire for your account. 

There is so much wrong and contradictory with this letter. First, they were quite able to assist me, but chose not to because it is not in their best interest being that the merchant was a scam and CitiCard MasterCard can not recoup the money from additional purchases from this merchant to cover the chargeback to my account. 

Second, in the letter dated XX/XX/XXXX, CitiCard MasterCard did NOT request the first and last dates the merchant rendered the services. And even though they did not ask for this information, I did provide the dates of trying to contact the merchant because I could not access the training I paid for. This was on XX/XX/XXXX. As previously mentioned above, I tried disputing this charge online and was instructed to call and speak with an agent. Within 30 days, I called CitiCard MasterCard to file a dispute. Again, they instructed me to mail documentation in. It took CitiCard MasterCard more than 60 days to log my dispute into their system. 

I have been dealing with this since XX/XX/XXXX and have cooperated with everything CitiCard MasterCard has asked for regarding paperwork and documentation showing I was a victim of a scam. I have been patient with their process and lack of communication even when they rushed me to get information to them immediately or else my dispute would be closed in the merchants favor. I do not feel I have been treated fairly in this case and that it sets an unfair precedence into the other charges I am disputing as a result of this scam. 

I called again today, XX/XX/XXXX to have my dispute reopened due to the inaccuracy of the CitiCard MasterCard 's excuses for not being able to resolve the dispute in my favor given all of the documentation I provided them clearly showing that the LIFETIME mentorship program I invested in was a scam and I have NOTHING to show for the money I paid. If the time lapse was such an issue and against their policy, why did they keep asking me for more information only to give me the reason that the purchase was too long ago to be able to help me? This sounds as much like a scam as the mentorship program I invested in.

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