Consumer complaint received 2020-09-02
Company: CITIBANK, N.A.
State: NY
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 am having a very frustrating experience with Citicard 's Billing Dispute Department. 
See Summary of Events : The following are errors made by Citicard Billing Dispute department : 1. XX/XX/2020 = I filed a billing dispute against XXXX  and a conditional credit of {$980.00} was issued.

2. XX/XX/XXXX, XXXX= letter received from citicard that conditional credit is permanent and I have won the case.

3. XX/XX/XXXX, XXXX letter received from citicard reversing the permanent credit because case was closed. This refutes the XX/XX/2020 letter 4. Between XXXX and XXXX, XXXX= Sent numerous emails to billing dispute and received no response, called and spoke with numerous representatives who have assured me that I do not need to worry because I won the dispute and that the credit will be put back in my account. Credit amount was never returned. 

5. Followed up again and spoke with representatives in XX/XX/2020who discovered that the billing dispute dept made an error in issuing the permanent credit. 

6. I ended up paying the charge of {$980.00} added to my balance in my citicard account. 

7. Last XX/XX/2020, XXXX  offered me a full refund through their buyback program for the tickets I purchased. I agreed and they sent an email confirmation ( copy attached in documents ) that they have issued the full amount to my citicard last XX/XX/2020 and advised me to wait within 2 weeks for the refund to reflect. 

8. I followed up with XXXX 3 weeks after XX/XX/2020 as no refund is reflected on my citicard account. It is a lot of back and forth with XXXX ( insisting refund was issued by XXXX XXXX ) and citicard ( rep online and on phone confirmed no refund appeared on my account since XXXX XXXX XX/XX/2020 ) 9. I withdrew the dispute by error XX/XX/2020 ( duplicate case made in error ) by Citicard. {$980.00} was again applied to my balance. This is a double charge.

10. XX/XX/2020, I immediately called the Citicard billing dispute department and spoke with a rep who assured me that a credit of {$980.00} will be applied to my account in 7-10 business as she will forward my concern to a billing specialist.

11. I called citicard billing dispute last XX/XX/XXXX and spoke with XXXX ( a more efficient rep ) who advised me that she will re open the dispute. She stated that she will note that the credit of {$980.00} ( being charged twice ) that citicard needs to return to my account is separate from the {$980.00} refund that XXXX  failed to issue. A conditional credit of XXXX was issued 12. XX/XX/XXXX, XXXX= I received a letter from citicard stating that billing dispute made an error in issuing a conditional credit ( again! ). Charge amount of XXXX was again applied to my account! 

13. XX/XX/XXXX, XXXX= I called and spoke with a rep and a manager who advised me to wait 7- business days for response. 

It has been 7 months that I have been dealing with Citicard and not only did they made numerous errors on this billing dispute but also is charging me twice the same amount when it fact it should already be credited to my account.

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