Consumer complaint received 2021-10-12
Company: CITIBANK, N.A.
State: TX
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 returned an item from XXXX that was purchased used my Visa Citi Card and the credit or refund of my purchase was issued by XXXX on XX/XX/2021. I have placed 16 phone calls and spent over 8 hours of phone calls with both XXXX and Citibank and three of those calls were with both parties over two plus months. And still today, there is no resolution and honestly i sit here today not even sure if Citibank is even working the issue. I am owed my money and should receive compensation in the form of interest for them keeping my money and not fixing issue. 

I have a record of all phone calls by date and have had multiple supervisors names at Citi that said they would follow up but do not. There is no direct line to these supervisors so each time I call, i get a new person that will not forward my call and it is another hour to explain issue and they too can not fix or say they will and do not. My last call was on XX/XX/2021 and still not resolve or return call. 

I think i know what the problem is and what they should investigate. I have conveyed this many times. I had purchased under two different transaction in Late XXXX and Early XXXX two couches from XXXX. They were the same couch but one was brown and one was cream. Again, these were two different orders and transactions but each were for the same amount of {$2100.00}. One of the orders, I cancelled with XXXX before I ever even received the item. There was a problem with the cancellation and while I had never received or put eyes on this couch I was having difficultly receiving credit to the transaction for I submitted a credit card dispute on XXXX, Dispute ID : XXXX. This dispute was resolved in my favor and credit was permanent on XXXX/XXXXXXXX per the infomation that can be view today. 

Here is where the problem lies I am sure but I am the customer so Citi will need to work this out. The credit i received for the cream couch that I did receive and used for months until its return on XX/XX/2021 and XXXX providing credit to me via my CitiVisa card on XX/XX/2021 I received an email from Citibank Visa that said congratulations your dispute was resolved. I did not have any dispute open and the only dispute was the one from XX/XX/2021 that was resolved in XX/XX/2021. The return was for the amount of {$2100.00} which is same amount but has nothing to do with the previously closed dispute. They have hijacked, stolen, taken my merchant credit and applied it to something that is not in dispute. If their systems have issues that is not for the customer to have to bear this much work, grief or distance from money owned. 

I need my {$2100.00} money returned from the money they received from XXXX on XX/XX/2021. Again, this return has nothing to do with the previous and already closed dispute from the beginning of they year. 


Another thing... .that is now just annoying... .they told me that they needed to open a dispute for this return ( I did not ask, some agent thought it might work. ) Anyway, i accidently hit withdrawal on the mobile app and there is no confirmation button so it got withdrawn. Now the last rep at Citi to try and reopen or whatever needs to happen told me now it is my fault for accidently pressing that ... ..what? Then reopen ... .they can't. Then do whereever you need to do to investigate and give me the money you owe me... .nothing. This is their issue and they really should assign someone to work issue. The last supervisor XXXX also advised that i have been phoned. No, I have received only one call back from XXXX. Citibank and the promises or them calling has not happened, i have answered all calls unless they come in as market by XXXX as spam.

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 monetary relief