Consumer complaint received 2020-07-24
Company: CITIBANK, N.A.
State: CA
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:
Hello there! 

I was supposed to get married on XX/XX/2020. Unfortunately, on XX/XX/2020, I received notice from the venue XXXX XXXX XXXX XXXX that they were going bankrupt and would not be refunding me the {$17000.00} that I had paid them to date in fully-refundable deposits. I contacted my credit card company ( Citi ) and was told generally that they would likely be able to credit me the amount, but that I would have to file disputes through various formats. {$4500.00}, which was the amount charged within the last XXXX months, I was able to dispute through Citi 's online portal. I have since received a permanent credit of {$4500.00} for that dispute. 

The remaining {$13000.00}, I had to dispute via a package that I mailed in to Citi. Prior to being able to mail it in, however, I had to collect all of the statements for both my card XXXX {$7100.00} worth - a {$4100.00} charge, and a {$3000.00} charge ) and for my father 's card, as he had paid {$6000.00} ( two {$3000.00} charges XXXX to our venue as a wedding gift. To do this, I had to speak to yet another round of Citi representatives, get my elderly father on the phone, and get his verbal authorization to proceed. I then bundled everything up and mailed it in via USPS certified on XX/XX/2020. I received confirmation through USPS it was delivered on XX/XX/2020. 

Over the months since then, I have tried numerous times to get someone to help me with my dispute. On XX/XX/2020 I was told they could not find my dispute package and that someone would reach out to me within 1-5 days. Nobody ever did. On XX/XX/2020 I call back, spoke to a manager and was told I would receive a call back within 2-4 days. I never did. I called many more times over the following weeks and months and was told it was in process and would be taken care of, but they could never give me any details. 

On XX/XX/2020, I finally received an email saying that a dispute for {$4100.00} had been opened and asking for additional documentation. I provided the documentation but requested confirmation that the other charges ( three charges for {$3000.00} each ) would also be disputed. I sent multiple emails and made multiple phone calls, but never received confirmation. I have since received email notices that my {$4100.00} dispute is working its way through the system, but I can not get anyone to tell me that anything is being done with the other {$9000.00} in charges that I provided documentation on. 

I am losing my mind. I have spent over 40 hours on hold or on the phone with Citi. They can not seem to call me back, email me, or otherwise provide any support for the disputes that I have submitted. 

Please note, the credit card I am providing on the following page is my current card with Citi. I no longer have the card that I paid with that I am disputing.

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