Consumer complaint received 2019-06-28
Company: CITIBANK, N.A.
State: AZ
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:
I paid a company XXXX on XX/XX/2019 for detail services on my vehicle. After multiple failed attempts to get the service done by the date listed on my receipt I asked for a refund from merchant. Merchant responded via text that my bank would have to provide the refund as he had no money. On XX/XX/XXXX I opened a dispute with my bank Citi, immediately I was offered a conditional credit of XXXX while they investigated. Soon the credit was reversed and I received a letter from Citi claiming the merchant responded that services were rendered. Citi then asked me to provide any supporting evidence that might help my case so I did as I was directed! I provided a copy or all messages from merchant from the time he agreed to service my vehicle all the way to when he claimed he could not refund me because he had no money. Again Citi contacted me that the case was now closed because of the 1st response letter. ( Lets mention that every time I speak to Citi I am told I will not get a response for 7-10 business days ). I was then told that Citis hands were tied and I would have to solve this issue myself. I was unhappy with that response and talked to a supervisor, he explains that the can try again with something called a good faith attempt. I agreed to and provided Citi with multiple documentation to send off with this second dispute ( a copy of my texts from my wireless carrier directly, a copy of a complaint I filed with the XXXX and also 2 pieces of public information with the business owners information to cross reference ). The rep told me I would here about the outcome within 10 business days. On the 11th business day I reached out to Citi to get a update, the rep told me that they have not received a response back and they have no time limit for that process and Id have to wait. I then told the rep about my frustration and she offered me a credit of XXXX to my account for being patient. Still unhappy with the way Citi has handled this case I chose to reach out to the merchants financial institution chase bank. The rep explained that they give the merchant 30days to respond to my dispute, if the do not receive a response within 30days I would be awarded my money back! That was on XX/XX/2019, 11 business since Citi sent chase my dispute. Today XX/XX/XXXX Citi sent a email saying that my time limit has expired and they are no longer able to assist in getting my money back. Not even waiting the 30 day  limit for the merchant to respond. I called and spoke to a supervisor with the dispute department which advised me the credit of XXXX was because they could not help which was not what that rep at the time told me and on a recorded line that the credit would have no factor on the outcome of the investigation. The supervisor today ( XX/XX/2019 ) chose not to pass my call onto his supervisor and would no longer be able to help in this matter. I feel like with all the evidence I provided my financial institution they have failed me as a consumer and has failed to protect me during this matter. I hope this complaint can help me to get this matter resolved and get my money returned to me.

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