Consumer complaint received 2019-07-17
Company: CITIBANK, N.A.
State: FL
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:
Thank you in advance for your time and expertise in negotiating correct resolution of my dispute with Citi Bank. Date of transaction XX/XX/2019. Date of dispute XX/XX/2019. Amount of dispute {$4100.00}. 

I hired XXXX XXXX, XXXX XXXX XXXX, to create a comprehensive social media marketing campaing launching my new bed product. The social media marketing campaign was to be completed in 30 days following my initial payment of {$4100.00}. 

The services and product I paid for was a complete e-commerce   website included a minimum of 5 tabs plus ability to process credit card purchases ; A XXXX business page with ads ; a XXXX page ; a XXXX page ; and a XXXX page. Each of these sites were to connect with XXXX ad words  and phrases to market my new bed product via social media. 

I spent 10 hours completing the onboarding questionnaires requested by XXXX XXXX, XXXX XXXX XXXX to allow for the team to create this in depth social media marketing campaing for my new start up company. My communication in these questionnaires detailed my company and the bed product in such detail that they could easily complete the social media campaign build. 

At the 30 day mark I had not received one completed site. Each of the partial sites had incorrect company and product name and no content had been built. The website provided was a simple 'template example ' and not a usable company website for my business. 

I wrote a letter to Citi Bank credit card company filing my dispute on XX/XX/XXXX. After 2 weeks I called to follow up on my dispute and was told they had no record of my dispute. The Citi Bank credit card representative took my verbal dispute at that time. 

I also filed a complaint against XXXX XXXX, XXXX XXXX XXXX to the FTC at this time. I am considered a protected aged class per the FTC on this particular type of fraud due to the nature of taking advantage of an aged person typically unfamilar with social media aspects. 

Citi Bank assured me they would do a detailed and thorough examination of my complaint " disputing payment for services not provided ''. I closed out my credit card account due to this fraud for security purposes. The following day XXXX XXXX, XXXX XXXX XXXX called me to tell me they were declined on another charge they processed that same day. I explained that I had cancelled the card until which time I receive the product that I paid for : {$4100.00} to create a comprehensive social media marketing campaign launching my new bed product. The XXXX XXXX, XXXX XXXX XXXX representative said they didn't have any information from me to create these site. 

Citi Bank has denied my dispute for " payment for services not rendered in the amount of {$4100.00} '' simply because I communicated with XXXX XXXX, XXXX XXXX XXXX. 

Thank you in advance for your time and expertise in negotiating correct resolution of my dispute with Citi Bank. Date of transaction XX/XX/2019. Date of dispute XX/XX/2019. Amount of dispute {$4100.00}. 

XXXX XXXX XXXX XXXX XXXX XXXX

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