Consumer complaint received 2019-03-08
Company: CITIBANK, N.A.
State: NC
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 mid XX/XX/XXXX, I was made aware that I was a victim of an internet scam by a company, " XXXX '', that was selling online business " mentorship '' programs. I used several credit cards to finance this mentorship program. 2 XXXX credit cards, 2 CitiCard credit cards and a XXXX card. Both XXXX cards and XXXX found in my favor and gave me a permanent reimbursement for the full amount of the original charges once I filed a dispute with them. They were very courteous and prompt in their responses. 

CitiCard is the only one that has resolved the dispute in XXXX XXXX favor, the company that scammed me and thousands of other unknowing people out of hundreds of thousands of dollars. 

I tried filing the dispute using the online website, but was instructed to call and speak to a dispute specialist. I called CitiCard on XX/XX/XXXX and explained my situation for which they instructed me that I would have to mail in the documentation before a dispute could be placed into their system. I followed CitiCard 's instructions and mailed a letter explaining my dispute along with a large report by the FTC explaining the investigation into XXXX and its shutdown due to it being a scam. 

I called CitiCard three ( 3 ) times on XX/XX/XXXX and again on XX/XX/XXXX to follow up with them and make sure the paperwork had been received. They told me it was not in the system and to give it more time to be logged in. I called two ( 2 ) more times on XX/XX/XXXX and the documentation I sent was still not entered into the system. I was instructed to fax the information to them. 

I faxed the information to them on XX/XX/XXXX and followed up with them again via phone call on XX/XX/XXXX, more than a month later. Again, I was told that the documentation was not logged into their system. I was instructed to mail the paperwork in for a total of three ( 3 ) submissions at this point. 

I printed off all documentation again and mailed it with signature confirmation to CitiCard. 

I called to follow up on XX/XX/XXXX and again on XX/XX/XXXX for which finally I was told all 3 submissions of my paperwork were received but not logged into their system. I spoke with an agent for almost an hour detailing every scam charge made on two ( 2 ) different CitiCard credit cards. I was instructed to call back in a couple of weeks to get an update of whether or not these charges would be in the system. As of the call on XX/XX/XXXX, the agent just documented all charges to be entered into their dispute system. 

I called again on XX/XX/XXXX and spoke with an agent for almost 40 minutes before finally being transferred to the dispute department for which the dispute agent informed me that they were working on getting all of my disputes in the system, but because of the number of charges that it would be a slow process. 

On XX/XX/XXXX I received notification via email from CitiCard that more information was requested into one of the charges I was disputing in the amount of {$2400.00} ( see attached letter from CitiCard dated XX/XX/XXXX. ) This notification requested that I provide the information within five ( 5 ) days or the matter would be resolved and closed in the merchants favor. I mailed their requested information to them three ( 3 ) days later to the provided address. 

On XX/XX/XXXX I called to follow up with them regarding this one dispute for {$2400.00} and was told they were still investigating and that I would receive communication via email or when I logged into the website and visited the communications center. I noticed that this call and the previous one, the agent was rushed to get me off of the phone. The tone of the conversation was that I was not a valued customer and my concerns were not important. 

On XX/XX/XXXX I received an email with the notification that my dispute had been resolved. The communication letter stated, Since too much time has passed since this transaction was billed to you, we aren't able to investigate this dispute, you will need to contact the merchant directly. 

This statement of not being able to investigate was immediately follow by the statement, During our investigation, the amount of your dispute was temporarily suspended from the amount you owed and did not accrue any fees or interest charges. Now that our investigation is complete, the disputed amount will be included in the Balance Subject to Interest Charge on your statement. 

On XX/XX/XXXX I called to understand why they resolved in the scammers favor as it was clearly stated in my letter that XXXX was shutdown by the FTC, and that I had tried contacting XXXX support and left a message and never heard back from them. 

The agent first responded that the merchant couldnt be contacted and wasnt cooperating with them so I would have to try reaching out and settling this matter with XXXX. I then asked if they read the paperwork that I sent in saying that I had already tried contacting them, that the FTC had shut them down because they were a scam and therefore would not be reachable. 

The agent then responded that since the dispute was outside of 120 days from date of purchase, it went against their policy. If that was the case, then the dispute shouldve been denied when it was first initiated, but it was not and CitiCard actually asked for more information from me to investigate further into the matter. 

Secondly, I have another related dispute that was resolved in my favor for which the dispute was initiated 202 days after the date of purchase. The communication for this dispute once it was resolved in my favor, has the slogan, XXXX is at your side before, during and after every purchase. The communication for the dispute that was not resolved in my favor has no happy slogan of being by my side with every purchase. Hmm. 

The call from XX/XX/XXXX ( today ) ended with the agent taking notes and would pass along these notes to have the dispute team reopen my case. I informed the agent I would be filing a complaint. 

I have been dealing with this since XX/XX/XXXX and have cooperated with everything CitiCard has asked for regarding paperwork and documentation showing I was a victim of a scam. I have been patient with their process and lack of communication even when they rushed me to get information to them immediately or else my dispute would be closed in the merchants favor. I do not feel I have been treated fairly in this case and that it sets an unfair precedence into the other charges I am disputing as a result of XXXX 's scam.

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