Consumer complaint received 2018-12-18
Company: CITIBANK, N.A.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
CITICard -This credit card services has gone down hill starting this year, I am the long time customer since XXXX and spent over {$80000.00} in my life time by using CITI Card all over the world but 7 months ago CITI refused a dispute that I had called 23 times and sent in the dispute form more than 3 times. Not only I provided the facts but also I have talked to 3 supervisors who promised would process the dispute but they all lied. The dispute was about my white car 's tailgate hatch lower body damage repair. I obtained an estimate {$1200.00} to repair the lower part of the hatch at a near by place where I stayed in XX/XX/XXXX-XXXX XXXX XXXX in XXXX XXXX while I did not need the car for 2 weeks. The body shop promised me to make it like new and perfect. 

I got a call to pick up my car on a stormy day XXXX ( so that I could not see the repair area well ). The next day I noticed the white  color did not match then I looked inside of the hatch it was not finished & they lost my parts including the XXXX logo. I called the body shop 3 times and will drop off the car for re-finished but no one called me back so I filed the dispute with CITI the next day with details. CITI claimed they will dispute it without any problem. Sometime around XXXX CITI changed the tone claimed they could not found my case & it was too old to make it dispute. So I filed the complaint for CITI to expedite it ; the whole dispute department is a joke. I called them 5 times again and emailed the form, but they claimed the " investigator '' closed the dispute as it was resolved without my knowledge!!! I requested to re-open and to precess again. I requested supervisor and s/w XXXX? and XXXX. First both said they could not located the form because they did not open the attachment that I emailed in again, later they found it the old one after I called 3 more times. Then they said it had to send to the " investigator '' again. I replied that is not the dispute process how it supposed to work, the investigator never contacted me and marked as " resolved '' blindly and closed it. Last time I called in XXXX, the big XXXX lie was " the dispute business was >30 miles away from resident address ''. CITI refused to provided the name of the investigator 's name who marked it resolved. This was unheard of that CITI card can only be use with 30 miles from my home, since when. What kind of XXXX is that? I requested to re-open two weeks ago as no Credit card can limit within 30 miles ( I used the card when I was in XXXX a few years ago ) ; now they charged me late fee and interests- 100 % not acceptable. 

All attempts to communicate and find no proper process and solution but refused by CITI clearly to drag the correct process, they hired incompetent people in dispute department and customer services department with same buzz phrases- '' we can not find your dispute '', " I don't have access, my supervisor will call you back '', " the investigator closed your dispute '', " it's too old to process it ''. I am not able to get this not acceptable repair payment back as CITI violated the consumer rights and the terms of Credit Card Services. If CITI does not stand behind their cards not the Consumer Financial Protection rules so they might as well close their business for good.

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