Consumer complaint received 2019-02-21
Company: CITIBANK, N.A.
State: CA
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 filed a dispute with my creditor, Citibank, on XX/XX/XXXX, for two charges relating to pre-paid child care tuition that I was owed a refund for by the merchant. The refund that I was owed was not issued within the time frame specified by the merchant, and despite numerous attempts, I was unable to get ahold of the merchant on my own, which is why I ended up filling the dispute. One of the charges was in the amount of {$2100.00}, and the other in the amount of {$2800.00}, for a total of {$4900.00}. The total amount that was owed to me as a refund by the merchant was {$3100.00}. On XX/XX/XXXX, I was informed by Citibank that in response to my dispute, the merchant stated that I was owed a refund for the full amount of the {$2100.00} transaction, and a refund of {$580.00} for the {$2800.00} transaction, for a total refund amount of {$2600.00}, which, in total, was {$410.00} less than I should have been receiving. As a result of this discrepancy, I submitted additional documentation, as requested by Citibank, proving that the actual amount of the refund that I was owed was in fact {$3100.00} as opposed to the {$2600.00} claimed by the merchant. Upon awaiting for the documentation that I had provided to Citibank to be reviewed, the credit for the {$2100.00} became permanent, but the credit of {$580.00}, in relation to the {$2800.00} charge, that the merchant admitted that I was owed, was never applied. I had then reached out to the disputes division of Citibank many times over the course of the next few months due to the fact that I had yet to hear anything back in regards to the dispute and absolutely no progress was being made. Then, on XX/XX/XXXX, two and half months after my last submission of additional documentation/evidence supporting my position, I receive a letter from Citibank stating that, " We have reviewed the information you provided regarding your dispute. We no longer have any recourse to obtain credit for you since the timeframe, in which to resolve a dispute has passed. Our investigation remains closed. Unfortunately, we are unable to send it to you via email. We apologize for any inconvenience this may have caused. '' I provided all of the necessary documentation to Citibank within the specified timeframe, it's not my fault that they sat on it for two and half months and did absolutely nothing until they claim that it was too late. In addition, {$580.00} of the remaining {$2800.00} charge had already been acknowledged as owed by the merchant within their initial response to the dispute, but Citibank now claims that they will not be crediting my account with that amount, even though it should have already been credited, per the merchant, months ago.

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