Consumer complaint received 2021-08-25
Company: CITIBANK, N.A.
State: TX
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 called in on XX/XX/2021 to dispute a charge for services that was unsatisfied with, because I did not received what I signed and agreed and paid for from the merchant-XXXX XXXX XXXX. After trying reaching out the XXXX XXXX  XXXX several times by emails and phone to resolve this matter and they failed to cooperate in any way, I decided to do a dispute the charges with my credit card Citi Bank in the amount of {$4400.00} that was paid to XXXX XXXX  XXXX on XX/XX/2021 for services they did not completely do that was agreed upon in the contract signed. As I called in to do my request my dispute by phone I thoroughly explain to the guy representative what I was disputing and what I wanted my reasoning for my dispute to be. Citi Bank did not reference my reasoning of my dispute on the correspondence sent to me about my dispute, which perhaps the issue of this could have been fixed and properly done, so I was not aware of what they were sending over to the merchant when respond and act on the dispute until I received and email from Citi Bank regarding an update on my dispute. I then called, because the dispute correspondence was not available to me through my online account letter/correspondence section. I was then told about the update and that my dispute was closed in favor of the merchant as they provided documents showing service was not cancelled! which is true, but also the incorrect reason for my dispute. Citi Bank did not properly handle my dispute with XXXX XXXX XXXX as they should have. They disputed my matter with the wrong incorrect reasoning which was " cancelled goods or services '' as this was not my reasoning for the dispute, my reason was for the dispute is/was for full services not rendered/delivered as it was agreed upon per the contract between XXXX XXXX XXXX and I ( XXXX XXXX ). Therefore, It left me ( XXXX XXXX with a unjustified dispute and my dispute could not be reopen, because as it is policy/law with MasterCard, that a dispute can only be submitted one time for the charge that is being disputed. 

So I feel like Citi Bank should be held responsible for incorrectly/wrongfully handling my dispute that did not allow me as the customer to get the proper investigation and resolution to my dispute. It also didn't request and allow the proper evidence/proof from XXXX XXXX XXXX to be submitted as to show what was paid to be done and that it was done ( according to XXXX XXXX XXXX ). So this now leaves me the consumer-XXXX  XXXX to have to be financial responsible paying for something that was agreed upon to received in its entirety and did not receive the full product and full service that I paid for. 

Citi Bank- Ms. XXXX , Account Manager has admitted and confirmed when speaking to her on XX/XX/2021 that the representative I spoke with on XX/XX/2021 incorrectly disputed my matter by putting in the wrong reason for the dispute based on what she had heard on the recording of the phone call that day of requesting my dispute with XXXX XXXX  XXXX. Citi is at fault for not properly disputing my matter and entering my request and they need to come up with a realistic proven resolution. Because the letter sent XX/XX/2021 doesn't make sense I the merchant had agreed credit account, then why would I have initiated a dispute with Citi Bank, so what they are requesting to be done in order for my account to be credit is nonsense, and doesn't make sense. 
**.Letter is attached to complaint file.

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