Consumer complaint received 2019-08-28
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:
Complaints submit to CFPB regarding Costco Anywhere Visa Card by Citi ( CAVCBC ) DISPUTE CHARGE INITIATION EXPLANATION WITH CITIBANK On XX/XX/2-19I went to this Medical spa XXXX for a complementary consultation with intent to learn more about different skin-treatments for my skin concern XXXX XXXX , the owner/ laser technician gave me a one on one consultation, let me watch a generic video about XXXX   treatment, showed me quite a few random pictures of some ladies at different social events and claimed he had help them to look better. He kept telling me he is a magician and he would make my mild sagging skin concern disappear after just one treatment, and if the problem doesnt go awayt, he would not charge me and I will not pay for the service. He showed me quite a few of impressive before and after pics. In one particular case was this much older lady with severely deep wrinkles on face n neck.! XXXX told me it was XXXX which uses XXXX energy and it took him 2hr 45 min to transform her skin as if she had a facelift ... the results was remarkable.., ( pic attached ) The agreed cost was {$1200.00} instead of XXXX for face, neck, chest and forehead. just as he advertised on XXXX ( photo attached ). not {$620.00} as he had stated on his statement ( pic attached ).. He asked me to give him a 5 star review on XXXXI will pay me if I bring people to his office. I told him as long as he could help me with my concern, I would be so thankful and I will refer friends without expecting money from him. 

While I was there for almost 3 hours, The actual treatment took probably about 15 min I  received 145 beeps of XXXX from XXXX while he was training 2 interns. When I share with him from what I learn from another medical spa called XXXX XXXX in XXXX XXXX, its usually takes about 4500-5000 beeps for a complete treatment for the whole face, neck and chest areas. He told me he would give me more after I come back in a month XXXX did take some before and after photos of me at the same angles, using his own phone, under the same lighting n distance. When we compare the pictures, he agreed with me there was no changes in my skin. 

I was disappointed. He told me just to leave without paying. 

Being a good person I did offer to pay partially for the treatment because I felt that he had put in time and effort He did not like my offer and told me to pay him half of the treatment cost which is {$620.00}, At this time, he pulled in two ladies work for the office, each taking turn telling me I had a great deal on the treatment and it takes time for the skin to rejuvenate after treatment. XXXX, again suggested me to come back again and continue with more and more treatments. If doesnt work, I will not pay for the rest of the payment. 

Feeling defeated, pressured and alone, I let the office charge my credit card $ XXXXr After leaving his office, I had some time to learn more about XXXX. According to XXXX, the treatment should be a SIngle Treatment and should not be used on patient with XXXX XXXX. How could XXXX ignores all the safety protocols and told me to keep coming back for additional treatment. He did a treatment on me without asking for any of my health condition and history. I never was asked to fill out or sign any consent forms before the treatment. I didnt have an opportunity to learn, acknowledge the treatment contraindication and precautions protocols. Could my health and well being be detrimentally affected over some minor beauty concern? I attached some references from XXXX website for proof I called XXXX on XX/XX/2019 to tell him about my concerns of continue treatment and the damages it could cause to my health. I asked him to give me back my money minus {$100.00}. He refused and told me that he will not talk to me over the phone and that I need to come in talk to his office manager XXXX, I did remind him he was the one who gave me the one on one consultation, and the treatment himself. There was no others in the office involve. 
I told him I would dispute the charge with CAVB. Yet, my offer to pay him {$100.00} still stands ... 

In all, I did not receive the service and the result as I was promised by the provider. I cant continue to receive additional treatments from the vendor knowing i am not a good candidate CAVCBC issued us a conditional credit XX/XX/2019 Immediately after XXXX Sent CAV  a letter filled with made up invoices and lies dated XX/XX/2019, the bank immediately closed the investigation and reverse the credit back to vendorbase on the information available at this time Instead of sending communication with us through our personal email addresses, they sent us an email dated XX/XX/2019 though their online account which we were not aware of. 

I then received a physical letter of disputed denial on XX/XX/XXXXn From the time I receive the email communication from Citibank together with a copy of vendor resonse, I only had a few days to deadline XX/XX/2019 if f I wish to continue to dispute the charge again. It again asks me to send a copy of receipt and all documentations to support my case.yet, they would not accept any photographs or smart phone pics However, CAVCBC accepted all pics and photographs from vendor as they trying to prove me being unhonest about the time being at the office longer than 15min. 
I reminded CAVCBC my exact statement : I never said I was there for 15min. I stated my actual treatments took about 15 min. I wasted my time for at least 2 1/2 hours there  actually. 

I called Citibank it spoke to XXXX from dispute Dept. She said the bank is on my side and she knows the vendor is a fraud, and advise me to again reinstate the case wit more statements in responding to the vendor statements. I asked if she could extend the deadline for me to have some extra time, she said I would loose my right to dispute the case. 

Below are my responses to vendor made up stories Dear Costco Anywhere Visa Card by Citi Enclosed is a copy of receipt showing the amount was paid to XXXX XXXX  XXXX as you requested I am requesting to dispute the charge due to the following facts : 1. I did not receive the XXXX XXXX sermon, needle nor numbing cream as products. These products has no relations to XXXX treatment. You could go to website to look at XXXX   2. I never had any agreement with XXXX XXXX or any one at XXXX XXXX XXXX to pay forproducts and get free XXXX treatment 3. The note and invoice was made up in response to the dispute. I did not see or signed any agreement 2. I did not receive XXXX XXXX treatment nor XXXX XXXX XXXX from XXXX XXXX as she had stated. As a matter of fact she was on her way out for a doctor appointment. And I never told her I was very happy with the treatment and couldnt wait to bring a friend with me 3. I had 145 shots of XXXX with Mr. XXXX XXXX, after the treatment, we compared the before and after pictures taken using his phone, he agreed with me that there was no changes in my skin. 

4. XXXX advised me to continue to come back and see him then he would do XXXX   again on me. What he said really scared me knowing XXXX should be done just once, and results should last 1-3 years, according to XXXX 5. The note and invoice do not match with the service provided : I had XXXX and yet was charged for something I have no knowledge of. 

6. Mr. XXXX XXXX assured me I will not pay if my skin concern doesnt disappear after just one treatment with him I was told I will get an answer within 10 business days. I kept on checking the mail and emails then I had an email on XX/XX/XXXX that my dispute is denied. The reason : merchant has not agreed to credit your account On XX/XX/2019, I called the dispute Dept and spoke to XXXX, requesting to further my dispute. She uses all vendor statements to counteract mine, and to explain why my dispute was denied. Why is CAVCBC blindly agrees with the vendor fake invoices and untruthful statements that was made up in response to my dispute. 

Not only I dint receive the service and results I was promised, my health and safety could be at risked and compromised with such a careless and ignorant service facility XXXX said she would put in request for my dispute and was told I will receive an email from the investigation Dept within 4 days, Days gone by, without getting any response, Ion XX/XX/2019 I decided to called dispute Dept again and this time talked to XXXX, and again the statements from the vendor was used to against my dispute. Throughout the conversation, Citibank doesnt have a reasonable explanation in response to my dispute. 

We signed up for Visa account though Costco for believing in the company good business ethics towards their consumers. instead of feeling protected, safe and appreciated as a loyal customer, I feel robbed and cheated and disregarded! I hope CFPB could step in and help consumers who had little or no voice against the unethical actions from big financial companies like CAVCBC

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