Consumer complaint received 2017-05-16
Company: CITIBANK, N.A.
State: OH
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:
On XX/XX/2017, I agreed to a 14-day Free Trial of XXXX XXXX. In moving through the computer website for XXXX XXXX XXXX XXXX, an advertisement screen was activated to order another product of XXXX XXXX XXXX, I didnt really want this product but I clicked on the page and there was no way to cancel that choice. It was a 14-day Free Trial also, so it wasnt a big concern. On XX/XX/2017, the products were shipped in the same envelope to my address but I was charged twice for shipping and handling. On XX/25/2017, the products were received by USPS.  The tracking number for the package was XXXX. On XX/10/2017, I called and cancelled the order for both products, XXXX XXXX and XXXX XXXX XXXX. This was exactly 14 days from the delivery of the Free XXXX XXXX products. I did not order XXXX XXXX XXXX  on XX/XX/2017 and then cancel on XX/XX/2017. I havent even opened the Free Sample I  received. On XX/XX/2017, I filed a dispute of charges on my Citi Bank account for {$110.00} charged on XX/XX/2017 the price of the XXXX XXXX and {$79.00} charged on XX/XX/2017 the price of the XXXX XXXX XXXX. On XX/XX/2017, Citi Bank sent me a package with documents provided by the merchant and a letter declining to provide a refund for the XXXX XXXX XXXX  of {$79.00}. I sent Citi Bank a copy of the email showing cancellation on XX/XX/2017. I was refunded the {$110.00} for the XXXX XXXX product. On XX/XX/2017, I received a letter from Citi Bank that explained that since this charge was dated prior to my cancellation, they are unable to assist me in obtaining credit from this merchant. They consider the investigation complete.
In applying for the Free-Trial from XXXX XXXX the merchant had my email address, my mailing address, my credit card information to pay for the shipping and handling of the Free Products. The merchant created a Transaction History which was completely fabricated. They listed a transaction on XX/XX/2017 XXXX XXXX CST for the XXXX XXXX XXXX ( I was asleep ). However, there is no tracking number linked to the shipment of this transaction which occurred on XX/XX/2017. The merchant claims that I was sent a physical product and that I was both stealing the product and attempting to attain a refund for a product that has already been delivered. The merchant sent examples of Billing Reminders, Customer Receipt/Purchase Confirmation which are fabricated. The shipping carrier is USPS and the shipping tracking number is the number used for the 14-day Free Trial, as listed above.
On the fabricated Billing Reminder the merchant states : this is a friendly reminder that your recurring payment has been processed on 2017-XXXXX. Please be advised your next payment will occur 30 days from the transaction date. The date of XX/XX/2017 is the date that I agreed to the 14-day Free Trial. This is not the beginning of a recurring payment. If my next payment will occur in 30 days from XX/XX/2017 this date for billing my next payment would be XX/XX/2017, NOT XX/XX/2017 as the merchant alleges which is PRIOR to the end of the 14 Day Free Trial. The merchant claims that Proof of Proper Disclosure of their Terms and Conditions and Refunds and Cancelations Policy was provided. Unless returned properly with an RMA, I was stealing and that by contacting Citi Bank to dispute the charges I acted against the terms and conditions. I never received such terms and conditions because I opted to participate in the 14-day Free Trial. I only received 14 Day Free Trial Details from the merchant. I never authorized the purchase on XX/XX/2017.

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