Consumer complaint received 2018-12-17
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:
Reference Number from Citibank : XXXX In XXXX, 2018, I purchased a window blind on the XXXX XXXX website. The blind was listed in error for {$1.00}. After several weeks had passed, I did not receive the blind. I chatted online with XXXX, and they said the order had been cancelled due to the mistake. I asked them, how can they, let the order go through and debit my account for the price of the blind and then cancel the order more than a week later without my permission or notification. They agreed that it was handled incorrectly, and they would honor the {$1.00} price, because it was their error. They instructed me to reorder the blind, notify them with the confirmation code when the order was complete, and they would reimburse me the difference ( See enclosed text message ). 

So, on XX/XX/2018, XXXX debited my Citibank card ending in XXXX for {$170.00}. Eventually they credited me only {$24.00} and not the {$150.00} they originally promised. I would like to be credited the remaining difference of {$120.00}, which I was promised in writing by XXXX XXXX. I tried reaching out to them to correct the error and they refuse to do anything more. 

I was appalled at how Citibank Customer Service handled my dispute. When I originally filed my dispute, I provided Citibank with all the correspondence to resolve this problem. At the time I was getting ready to leave the country for the summer and informed the Client Care Specialist that I would not have access to a phone or my mail, was there anything else I needed to provide them with? I was told no. I also said usually you send a dispute letter to the house, would I have to worry about responding to that as well and the Specialist said, a letter would not be sent because I had furnished them with all the information they needed and that it would be simple dispute to resolve due to the written promise to reimburse by XXXX XXXX. 

I even attempted to re-open the dispute on XX/XX/XXXX ( Letter attached ). 

When I arrived home after my trip, there was a letter requesting more information from Citibank waiting for me. I then called to check the status of my dispute and to ask why a letter was send despite my being told they would not send a letter and yet they did. I was told that, they didnt know anything about a letter not going out and the dispute was closed, due to lack of information. 

Prior to leaving on my trip and when I first initiated the dispute, I faxed Citibank and they received, a detail timeline and all the chat screen shots of the conversation between XXXX XXXX and myself. I was told that all this information I sent, was more than adequate to resolve the dispute. The new Client care rep, said she reopened the dispute, I resent everything AGAIN, and waited, only to be told weeks later that this dispute was finally closed and there was nothing that could be done about it. She suggested I write to Client Relations ( which I did ) to complain on how the dispute was handled and hopefully Citibank might resolve this situation.

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 monetary relief