Consumer complaint received 2018-03-06
Company: CITIBANK, N.A.
State: OK
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:
This issue has since been resolved, but I wanted to submit a complaint, to help future consumers. I am an attorney, know my rights and am assertive. I was given the run-around for over 2 months by Citicard and finally had to resolve my issue through the vendor directly, because Citicard refused to do so. On XX/XX/, I disputed charges to XXXX XXXX in the amount of {$2800.00} made on XX/XX/ and {$2500.00} on XX/XX/. Citicard initially put these sums in dispute. Two weeks later Citicard put these sums back on my statement without notice, claiming they needed documentation. I immediately called and told them I would immediately submit the documentation ( which I did ) and asked them to put it in dispute again so I would not incur finance charges and my credit limit would not be affected. They refused. I asked to speak to the person in the billing dispute department handling my dispute to speak directly with him. I was again refused this request. I waited several weeks and called back. The billing dispute representative again sent a letter requesting I submit the documentation evidening my dispute. I then submitted the same documentation two more times, as I kept getting the same letter requesting the same documentation. After each letter, I called requesting supervisors and to speak directly to anyone in the billing dispute department in an effort to determine why my dispute was not being managed properly. Over and over again I was denied. I was bounced to different departments and different supervisors making false promises that were never fulfilled. I spent hours on the phone, on hold, and being bounced around. Citi NEVER resolved my dispute. Citicard never put the sums I disputed back in dispute, in the over 2 months this mess occurred. I asked the various Citi representatives if they had attempted to contact the vendor directly, and why the burden seemed to be placed on me. They had no answers. The vendor had been destroyed by a hurricane in XXXX, which is why it was difficult for me to make contract with them directly. Their computer and phone systems were done for over a month. The vendor closed permanently, which is why I was forced to seek a credit to my account, as my family was unable to stay there our proposed dates. In fact, I finally ( after several more hours ) was able to resolve it with the vendor who finally in XX/XX/XXXX, credited my account. To add insult to injury, the person who was managing my dispute ( to whom I was never allowed to contact by phone or email ), sent me another letter in XXXX, 2017 ( after the money had been refunded ) asking for the same documentation he had requested 3 times previously, to which I had provided 3 times previously, and he had no idea the vendor had credited me. I have letters and emails documented all of this. The claims person was named XXXX XXXX, but as I said previously Citi refused to let me contact him or any person ( including a supervisor ) in the Billing Dispute Department during the entire time. I want to protect others from having this happen. If I can be given the run around I can't imagine what someone less assertive or sure of their rights would expericence.

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