Consumer complaint received 2022-02-08
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 am and have been an XXXX XXXX employee for over 2 years. On XX/XX/XXXX my credit card was charged {$82.00} by the XXXX airport for parking. I am an employee so I wasn't issued a ticket upon entry to the airport because I entered through the employee lane. The parking attendant was new to the role, watched the footage of me entering through the employee lane ( which took a significant amount of time ) and still requested to place a hold on my credit card. He told me that he would ask his trainer what to do later and that I would not be charged. I believe that essentially, the issue was not revisited with his trainer once the trainer returned thus the charge went through. 

I called CitiBank to inform them of the situation on XX/XX/XXXX. This call took an hour as I was transferred 3 times. Finally, I was told that the dispute would launch an investigation - I understood and didn't ask how long this would take. I called to check on the dispute in early XXXX, it was then that I was told that the merchant has until XX/XX/XXXX ( 3 months ) to respond. I asked if they needed my work badge to prove that I'm an employee and was told that it was not needed. I was shocked that this was the process as larger banks resolve disputes in less than a months time. 

On XX/XX/XXXX, I received an email that the merchant responded and that my dispute was resolved in favor of the merchant. I called for an appeal and was asked to complete and sign a form to do so. I was told that completion of this form would absolutely reverse the decision. I asked that the rep put that language in writing on the call. I signed and emailed the form back the next day. I also paid off the card in full except for the {$82.00} charge and the associated fees. 

There was no follow up, so on XX/XX/XXXX I called to close the account. This call took over an hour and I was transferred 4 times before a rep agreed to close the account! I got an email that it was closed, but in XX/XX/XXXX, I received a bill for an amount much higher than the {$86.00} that remained on the account when I closed it. I called to find out why and was told that there were charges made ( unauthorized ) after I requested closure and additional fees. This call took over an hour. I asked how could charges occur on a closed card and the rep did not know. I was then informed that the only way to resolve the unauthorized charges was to open a new dispute and start the process over. I agreed. The rep then told me that I would receive a call from the fraud team during regular business hours. That call never came. 

CitiBank has the poorest customer service that I have ever experienced. None had English as their first language which is fine, but their English wasn't good enough to communicate effectively which made it really difficult to resolve anything. Additionally, it appears that they are trained to just transfer callers until the caller gives up and disconnects. The wait time between transfers were sometimes 20 minutes! The dispute and investigation process is outdated and does not work in the benefit of their customer which is an ignorant business decision. Why lose a customer that pays on time over {$82.00}?!

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