Consumer complaint received 2021-07-08
Company: CITIBANK, N.A.
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I disputed this company charging me {$3500.00} and produce the service for my child. Citi refused to refund my monies. 

Dispute ID : XXXX From : XXXX XXXX, XXXX TO : XXXX Note : No one ever tells you that your son or teenager will get a different coach each week. No one tells you that there is a different coach each week for the parent. I bought their hybrid program which allowed me to get a coach. I assumed it would be the same coach as my son so there would be collaboration. I have asked to get update and I was sold there would be collaboration. As you can see through the threads below, I was sold something completely different. 
Copying emails : First time talking to the XXXX XXXX coaching team, start at bottom of thread Hello XXXX, Our team reads notes thoroughly before responding so rest assured that we are all on the same page. 
Our primary communication is email. I will try to have a team member contact you. 
Meanwhile, I can help you with understanding the program. What specifically about the program do you feel confused about? 
Thank you, XXXX XXXX XXXX XXXX XXXX XX/XX/2021, at XXXX XXXX, XXXX XXXX XXXX wrote XXXX Still unhappy, first off I don't know who you are that responded, so this will now go to another person. I don't understand this program and I will like someone to reach out to me personally with a phone call. 
XXXX On Mon, XX/XX/2021, XXXX XXXX Support XXXX XXXX XXXX XXXX wrote XXXX Hello XXXX , Thank you for your feedback. 
First, I want to thank you for taking the time to write this email. Second, I feel this program will be helpful for your child. 
As far as the orientation video, it is designed to speak to all kids. Some teens do need their parents to force them to participate. The video was meant to encourage them to have an open mind. But I can understand your perspective given that your son doesnt like the thought of parental control. 
As far as the {$39.00} fee, we advertise that the consultation will be with XXXX XXXX life coach coordinator. It is impossible for XXXX XXXX to coach teenagers all over the country and offer consultations. Thankfully, you decided to complete the consultation and invest into this amazing program. 

As far as the technology, this program is designed to develop confidence in teenagers. Technology contributes very little to our ability to transform the lives of teenagers. The investment is not in technology. Instead, you have invested in a team dedicated to help your child reach a higher level of success. 
With that said, we are always looking to make our program even better therefore I will share your recommendation with our web developers. 
We understand that with any communication there can be miscommunications. This is the reason we have you sign a contract. We want to ensure that parents understand what is included in the program. 
We do not initiate any direct feedback to parents. The parents are required to submit a progress report every two weeks. It is our job to work with the teen so that the parents can see a change. We offer parent coaching sessions. At that time, parents may ask their coach about progress. 
Week 1 starts the day you sign the contract. There is no set order of participation. In other words, your child can choose to start with video trainings first. Some teens prefer to meet with their coach first. Others sign up on Friday and want to participate in the class first. 
There is no right or wrong way to participate. 
I know you have shared a few frustrations but ultimately what you want is to see a transformation in your childs confidence. 
We are committed to your child and we are here to support you. 
We will try every strategy and technique to help you witness a transformation in your child. 
I understand that this is an emotional time for you. Please know that you are not alone. We are here to help. 
We are looking forward to your progress report in two weeks. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX wrote : XXXX  Thanks for taking the time today to acknowledge my frustrations. Its a tough situation I am in and in my {$39.00} consultation, I was told that it was a good fit. My son does not live with me, so monitoring him, making sure he does what he should be doing to be successful in this program is pure bribery on my part. But I am also trying to make it his decision as he DOES NOT want to be controlled by me. The father in this picture is not a collaborator of my ideas, but will support what his son wants to do. So this will be on XXXX to do it for himself. He has told me if he DOES do this program that he will only do the one-on-one sessions. I am hoping the right coach will convince him to do the group ones, because what he wants more than anything is to have real ( live ) friends. I would say that would be something of focus for him. He is XXXX XXXX, who has a great personality, but lacks any XXXX XXXX. Determined to be right, determined not to be told what to do, but incapable of doing things on his own in any structured way. He wants to go to college in the fall, but lacks focus to finish online courses for High school. He wants to have a life, which to him means friends and girlfriend someday. His interest at this point is in law as he likes to argue about everything. If he comes across mean or cold, he will just say thats the way I am, I dont talk to people, I dont do this and I dont do that. The best way to approach him is to somehow convince him it was his idea. 
My frustrations so far about the program are there are some teenagers that may want to do the program without the forcedness of a parent and that would be my approach because of my situation. So the intro video by XXXX XXXX, was one I didnt really want him to watch. Even mentioning that parents are forcing them to do it is a deterrent for some, especially mine. 
My initial impression of charging XXXX dollar to speak to a consultant to sell me the program was a disappointment. When advertised, you get the impression you will speaking directly to XXXX XXXX, while maybe not in the fine print, in the advertisements, it is definitely implied. I would have gladly paid XXXX to talk to him directly, but not a sales consultant. I am a sale consultant, so I understand their role. 
The program is a bit expensive for the technology it brings. There should be a separate portal for child vs. parent. This email progress stuff gets lost in all other emails and then its a search mechanism to have to find everything and the progress. 
I was also under the impression that there would be direct collaboration between my childs coach and myself. This one the NUMBER ONE reason I signed up for the program. Now I am told I will get notes. This is not acceptable to me. I want live feedback and our collaborative conversation to help my son become successful in your program. 
I also need to know if hes watched the videos, done the homework, met with his coach, attend a live session, etc. I need this to work somehow based on my situation. When does week 1 begin?, as soon as he watches videos? After he speaks to his coach? That part is a bit confusing.

I am desperate to make this work for him, I dont get to see him very much because of COVID and his father not letting him visit me without making him quarantine to his room for 2 weeks. Its a very emotional time and he is on his way to becoming an adult and I am begging this program if they dont think that can help him or work within our situation, then please just refund my money and let me move on to something that might be a better fit for him and our unique circumstances. 
Thank youXXXX 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