Consumer complaint received 2021-01-26
Company: CITIBANK, N.A.
State: OH
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 am writing to request that you conduct a review of Citis consumer dispute policies and procedures. I do not feel that a complete investigation was conducted regarding my billing dispute XXXX. 

On XX/XX/XXXX, I initiated a billing dispute online via Citis website regarding the transaction posted XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter requesting that I provide specific details and documentation regarding the billing dispute. 

On XX/XX/XXXX, I provided Citi a detailed statement and documents via e-mail regarding the reasons I am disputing the amount. 

On XX/XX/XXXX, I received an e-mail from Citi stating they contacted the merchant and gave the merchant until XX/XX/XXXX, to respond. 

On XX/XX/XXXX, I received notice from Citi with the response they had received from the merchant. The letter requested a signed letter detailing my response to the merchants claims. Additionally, Citi requested dates I had contacted the merchant and their response to my request for a refund. Citi requested a response by XX/XX/XXXX. 

On XX/XX/XXXX, I provided a response to Citi via e-mail that stated my response was in addition to the previous response I submitted dated XX/XX/XXXX. My initial letter detailed the attempts to obtain a refund from the merchant, who stated on XX/XX/XXXX, As things return to normal and our cash flow returns to normal we will issue a refund. To date, we have not received a refund from the merchant. Additionally, my follow-up letter informed Citi that I had never received nor signed the document the merchant provided, and again advised that the merchant did not supply any goods or services. 

On XX/XX/XXXX, I received a letter from Citi dated XX/XX/XXXX, informing me that Citi had reversed the conditional credit and they were unable to assist. Since this letter did not provide a written explanation as to the reasons why Citi found in favor of the merchant I contacted Citi via phone and was advised that my follow-up response submitted on XX/XX/XXXX, needed to include information that was provided in my initial letter dated XX/XX/XXXX. I was informed that a good faith credit would be requested. My wife also contacted Citi and was informed that our response was not submitted timely and we were past Visas charge back date of XX/XX/XXXX. 

On XX/XX/XXXX, my wife contacted Citi and was informed that the dispute had been reopened and to disregard the closed notification letter dated XX/XX/XXXX. 

On XX/XX/XXXX, I received another letter from Citi dated XX/XX/XXXX, stating the XXXX is unable to assist with the dispute as they have no recourse available to recover the funds. Again, since the letter did not provide a written explanation as to the reasons why Citi is unable to recover the funds I contacted the Company via phone and was informed that Visa reviews disputes and made the determination.

Pursuant to 12 CFR 1026.13 ( b ) ( 2 ) Citi did not properly complete an investigation within two complete billing cycles, nor did they provide the reasons they found in favor of the merchant. I did NOT receive any goods or services from merchant. Additionally, the merchants response to Citi did not include compelling evidence of a signed contract, nor did it include documentation that I had been provided a copy of the documentation that they sent to Citi. 

It appears Citi did not properly review my responses that were submitted in a timely manner. Additionally, it appears that since Citi did not properly complete its investigation within 90 days, Visa is advising it is past the charge back date.

Additionally, when a consumer advises Citi that the contract the merchant provided to Citi was never seen, nor signed by the consumer, and goods or services were NOT provided, it should be expected that Citis policies and procedures would include reaching back out to the merchant to obtain proof of a signed contract, or proof that the contract the merchant provided was provided to the consumer at the time of the transaction. However, that was never done by Citi. 

Additionally, I am not sure what policies and procedures Citi has when submitting the dispute to Visa to review but since I did NOT receive any good or services from the merchant, it is my understanding that this should have been disputed under Visa Condition XXXX Cancelled Merchandise/Services rather than Visa Condition XXXX Not as Described or Defective Merchandise/Services. I believe it was processed under the XXXX Condition based on the letter from Citi dated XX/XX/XXXX which provided the Dispute Reason Code as 1330. Again, I feel this was the improper condition as NO goods or services were ever received and I requested a full refund prior to the scheduled date services were to be provided. 

In summary, had Citi followed proper policies and procedures and conducted a complete and thorough investigation into this matter Citi would have found this billing dispute as valid and provided a refund to me as the consumer. A complete and through investigation into this matter should have included reaching out to the merchant and obtaining a response prior to 90 days after the dispute was initiated, a complete review of all responses submitted from the customer, and advising the merchant that in order to conduct a proper investigation into this matter Citi requires documentation of a signed contract and proof that their non-refundable deposit policy was properly disclosed to the consumer prior to the deposit transaction.

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