Consumer complaint received 2022-10-20
Company: CITIBANK, N.A.
State: AZ
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 opened the dispute with Citibank on XX/XX/22, following numerous communications with the company who lied from day XXXX to even get my business. On XX/XX/22 the company in question, XXXX, sent me an email that states " XXXX XXXX XXXX XXXX I am reaching out to you from XXXX. I do apologize for the late response, I was waiting on confirmation to approve the cancellation of your loan. 

With any of our third party loans, cancellations after the 3 day period is very difficult as you are subjected to their contract terms, however we were able to cancel your loan with no penalties. 

I understand you and your boyfriend felt there were other avenues you can take in taking care of your IRS liability, and I would urge you not to put it on the back burner. 

The IRS has just invested millions of dollars and hired thousands of agents in order to start active collections, and some agents can be extremely aggressive and impose garnishments, liens and XXXX 's on taxpayers who are already having a difficult time with day to day living. 

I know your experience with us wasn't the best, but I hope with this lastest good news, it will change your perception of us. We really work tirelessly to help any client of ours, and try and do it with the utmost intergity, and I am sorry it wasn't the right fit for you. 

If you have any questions, please let me know. 

Regards, XXXX XXXX XXXX XXXX Quality Assurance Supervisor '' Additionally, prior to ever using XXXX, I received in writing, proof they have a 100 % money back gaurentee " 100 % Resolution Guarantee or Your Money Back As a TaxRise resolution client, we guarantee enrollment into a tax resolution or your money back. 

100 % Compliance Guarantee Upon completion of our services, we guarantee that you will be compliant with all required income tax filings for the contracted tax years and filings. 

No-Cost Rejection Appeal Guarantee In the event that an Offer in Compromise is submitted to settle your tax liability, and that offer is denied or rejected, XXXX will XXXX the decision at no extra cost to you. 

100 % XXXX Calculations Guarantee If you are required to pay the IRS or XXXX tax authority a penalty due to a XXXX calculation error on your tax return, we will refund you the amount paid for tax preparation and submission for that tax year. In addition, we will amend the return and refile it at no additional cost. 
For more information about our guarantee policies, speak directly with a XXXX representative by calling XXXX. '' https : XXXX Citi failed at every opportunity to perform any due diligence in obtaining proof of my claim, but they went to XXXX and requested their proof. I was not represented fairly or accordingly by Citi and Citi has now charged my account {$500.00}. 

XXXX. The " 100 % '' money back guarantee should be more then sufficient to reverse the charge, clearly I was not happy and XXXX. XXXX committing fraud and lying voids any contract that was in place. 
XXXX. The written email from XXXX confirming my account was canceled without penalties to me is absolutely enough to reverse the charge - Citi never once asked for any proof supporting my claim. 

XX/XX/22 Citi closed my dispute saying the company was within their rights, never cited any of the money back guarantee or any of my actual concerns. 

Further, I called Citi XX/XX/22 and the customer service rep " XXXX '' did not answer one question, and when i asked numerous times he over spoke me not allowing me an opportunity to speak, and all he did was re-read the letter Citi sent on XX/XX/22 numerous times. XXXX declined my right to speak with a supervisor and did not address any of my concerns but further aggravated me.

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