Consumer complaint received 2023-03-11
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I disputed a transaction. I paid {$120.00} to XXXX XXXX in XX/XX/2022. I disputed the transaction at the time with Citibank because XXXX XXXX charged me {$120.00} for an oil change. When I got the car after 3 hours the change oil light was still on. The tires were not rotated. The tires were not inflated as requested. I do not drive much as I am XXXX almost and XXXX and I get a small pension which gets deposited every month into my Citibank account, but I guess Citibank does not like getting regular retirement funds. They don't like old people ; they don't like XXXX people and they don't like customers. I do have problems talking because they don't understand or care about people in the US with banking problems. They are in the XXXX. What do they care? All they want to do is up the metrics and charge Citibank. I am not sure who is taking advantage of who but having to call over 40 times in two days and not getting a resolution is bad. However, since one bank has failed today, I am pretty sure that none of these people will have a job on Monday. It sucks. I have been out of work for three years and I must watch every penny.

I have called Citibank over 40 times in the past two days. The reason that it is 40 times is that the customer service reps in the XXXX only get paid $ XXXX. So, what they do is hang up the phone and say the customer was rude. But the Citibank don't like me recording all the calls or doing a live stream on XXXX about how bad the customer service is at Citibank. But really, they should be paid more money because Citibank is not paying them enough, so they have to pad their invoices to reflect the metrics of a customer having to call more than 40 times to get a simple matter resolved. I can not believe i been talking to a supervisor in the XXXX who after 20 minutes doesn't know my name. I am pretty sure the CSRs are padding their invoices. Because if they don't resolve an issue in 40 calls it means they don't want to. XXXX the supervisor that I am talking now, but really not talking she is trying pad the length of time on the phone so she can make more than the $ XXXX that they pay her but still they hang up the phone, say I am rude, say I am nasty, but they are so so rude. XXXX hung up the phone at XXXX minutes. These CSRs are so rude. They are unbelievably rude. 40 phone calls to resolve a dispute is super bad metrics. Now XXXX is the whole I can't hear you thing in preparation to hang up the phone. The reason I know this is going to happen is because of the 40 phone calls I already made to Citibank. This is what they do. They say the customer is being rude then they hang up and they tell Citibank the customer was rude but they don't look at stealing money or paying people without authorization isn't or mistreating a XXXX elderly as abuse. I guess it must blood sport because they must enjoy beating on an old lady with a fixed income. XXXX has wasted 31 minutes 34 sec of Citibank 's money. Undoubtedly, she is going to be charging Citibank for XXXX seconds because she doesn't know how to do her job. She asked me my name about 4 times she even used my name in conversation then she hung up the phone. 
I am now talking to XXXX. So far on this phone it has been 17 minutes and 42 seconds and they still haven't done anything to resolve the call. 
I am disputing a XXXX duplicate charge to XXXX. I am also disputing a {$110.00} payment to XXXX that I did not authorize and the {$120.00} to XXXX XXXX 

After about 30 calls yesterday Citibank said that if I send them the picture of the dashboard of my car that has the oil change light still on, and the tire problem, the tires are not inflated. And personally, I think charging {$120.00} especially a XXXX yr old woman for an oil change that I don't think happened because the change oil light is still on. 
Citibank said if I send them the picture, they will re-open the dispute. At this point I am owed {$240.00}. Citibank is refusing to even consider the dispute. Even after they said they would. 
Citibank is refusing to deposit the money back into my account because they discriminate against old people and people with a disability. Citibank is bad at their job if they cant resolve a customer issue in over 50 calls so far. They also enjoy beating up on old people. Again, its blood sport.

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