Consumer complaint received 2017-11-13
Company: CITIBANK, N.A.
State: VA
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:
In XXXX XXXX, I opened a dispute regarding a charge on my credit card requesting a partial of {$1200.00} out of the {$2200.00} paid to " XXXX XXXX XXXX XXXX ''. I then took the case to small court claims in XXXX XXXX in Virginia. In the court, I reached a settlement with the merchant and he have a partial refund check that I accepted. In return, I was supposed to close the claim with my XXXX Credit Card company. On XXXX, I called the credit called company billing dispute department telling them that I reached a resolution with the merchant and they confirmed the case is now closed and they will release the {$1200.00} to the merchant. I asked them to send me a letter stating the case is closed and they never did. One week later, I received an email from the XXXX stating " the case is still open and they are still investigating the case ''!!. I called the bank and they said " Everything is good, and that was a probably a glitch in the system! ". I requested again a letter from the bank stating the case is closed and the {$1200.00} is released but again they never did send anything. I reviewed my XXXX Credit Card statement and it did show a " {$1200.00} charge on my account '' indicating that the conditional credit I was given is now recharged to my account. On XXXX, I received another email stating " The dispute of {$1200.00} is now decided in my favor '' and they credited my account a " {$1200.00} ''!! I called the bank to find out what 's going on and why I need to call the bank more than XXXX times to close this case and I keep having back and forth {$1200.00} credit and charges. I finally asked to speak with a billing dispute supervisor who she introduced herself as " XXXX XXXX '' who apologized and said that 's no acceptable and is going to " open an investigation '' and she will personally take care of the matter and I will need not to call back again. I again, requested a letter from the bank for the third time stating the case is closed. Again, nothing is received. Few days later after with this lady, I opened my credit company and now I see two charges of {$1200.00}, meaning they over charged me another {$1200.00} instead of only taking out the credit they gave me. I called the bank on XXXX and I spoke with a billing dispute agent who stated " Yes, you are 100 % correct, we over charged you an extra {$1200.00} ''. I spoke with this person for XXXX minutes, and then he transferred to a supervisor who said her Emp ID is XXXX!!. I though the billing dispute agent whom I spoke with for 20 minutes is going to explain the matter to her, however when I spoke with this supervisor she had no clue about the case! She kept putting me on hold back and forth and kept saying " let me check your account ''. After being on the phone for 38 minutes she mentioned " my case is too complicated and she does not want to adjust any charges not to cause more complexity to the case '' She said she will have " senior supervisor '' to look into the case. She refused to give me any further information, nor to give me any time frame, or who is going to contact me or how this case will be resolved. She was extremely rude and not helpful. This company has been wasting my time for the last 6 weeks and putting me under legal consequences as I received a letter from the merchant accountant stating they did not receive their {$1200.00} and they want to take the case back to court since they gave me a partial refund but they did not receive their {$1200.00}! I hope CFPB will look into this ASAP. Thanks

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