Consumer complaint received 2019-03-14
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:
Thru this letter is my last attempt to have Citibank to assist me to get reimbursement my money for the amount of {$630.00} from a Transaction Amount of {$1000.00} took place on line in XX/XX/2018. I used the ATM Credit Card Linked to my Checking account ending with XXXX. I'm asking the CFPB to mediate in this request as my last effort to get my money back for a broken/defective Used auto parts I received from the XXXX XXXX located in NC XXXX.

I received different excuses in order to don't get the proper assistance from Citibank ( which I'm a good customer from them for more than 25 years ) since I opened a dispute about this issue. One of their excuses I was told when I communicated with them was in XX/XX/2019 one of her representatives said it was an ongoing Investigation in my dispute while her supervisor advised me the dispute is been closed as later on I received a letter dated XX/XX/2019 stating " THE MERCHANT HAS RESOLVED YOUR DISPUTE BY ISSUING CREDIT TO YOUR ACCOUNT IN THE AMOUNT OF {$450.00} ON XX/XX/2019.WE NOW CONSIDER THIS INVESTIGATION COMPLETED. ( I'm attaching this letter as an exhibit " 1 '' ).

In their Official letter it doesn't stated I Ran out of the time frame of 120 days.

Knowing I received 2 different versions from Citibank Call center located in Philippines.

I decided to contact Citibank Executive Customer Service I left a voice message. I spoke with XXXX XXXX whom promised me to resolve this issue within 10 days. ( I'm attaching 2 emails the One I sent him on XX/XX/XXXX and the one I received XX/XX/XXXX as group exhibit " 2 '' ). In his email he stated " YOU WILL HAVE TO CONTACT DIRECT THE MERCHANT DIRECTLY IF YOU LIKE TO DISPUTE THIS MATTER FURTHER ''. I'd like to rebuttal his statement due to the following : * Citibank agents advised me different Outcomes about this dispute. One lady with employee Id XXXX said its " an ongoing investigation '' and her Supervisor XXXX from Citibank call center located in XXXX told me " the Dispute its been closed '' these statements were done in a phone cal I did on XX/XX/2019 around XXXX  ( Pacific time ).

* I strongly believes Citibank has giving me the round around this dispute and in order to don't assist me now XXXX XXXX said I have to deal with the Merchant. due to the Time frame of 120 days. He doesn't take in consideration the second merchandise I received was Around XX/XX/2018 ( that it would put the dispute within the 120 days.I 'm attaching email document as exhibit " 3 ' ) besides I don't agree with his statement because I haven't got in a direct Transaction with the Merchant using a Money Order, Wire Transfer or other means, I used Citibank ATM Credit Card Linked to my Checking Account.

For all what I stated above if Citibank fails to assist me then I would like to have a US regulator to look into my issue as well to have Citibank provide me its Physical Address where I can serve the Action I will Initiate in Court for my damages.

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