Consumer complaint received 2021-12-02
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dates and details below. 

I was scammed by a company/owner and started a chargeback since services were NOT rendered by the owner. The owner was supposed to move my personal belongings from XXXX, TN to XXXX, FL. Instead of doing this, they texted me they were leaving my items in a field in TN and not refunding my money. They literally texted me a photo of the location and my things left in the field. I forwarded the text exchanges, the photo evidence, the invoice detailing what I paid them to do, and all other evidence that showed services were not rendered and that I had tried solving this with the merchant who had refused to return my money. I told all this to Citibank and sent all the evidence to them. Citibank did not contact me by phone or email like I had requested while I was out of town and kept sending letters to my home while I was out of town. However, I still filled out the forms they sent when I got home and sent them back to them by email. The forms they sent were the same exact form that I have filled out in a detailed manner and sent back XXXX TIMES now. They just sent me the SAME EXACT FORM for the XXXX and XXXX time as of XX/XX/XXXX. The Citibank call center employee on the phone told me Citibank had misunderstood what had happened when they sided with the merchant and I have asked to speak directly with someone so that does not happen yet again during the appeal process and I can not get a live individual to contact me. They just keep telling me to fill out this form and send it to the dispute center email and then I end up getting a new copy of the blank form a few days later in the mail. This is unacceptable. They have also not responded to my dispute within the required 10 day timeframe for electronic transactions TWICE now out of the 5 times I contacted them by email. I have also contacted them by phone 3 times. It is absolutely ridiculous at this point. They have taken {$600.00} out of my account and given it to the merchant who obviously scammed me and they are doing everything in their power to draw this process out past the appeals timeframe so they do not have to correct their mistake. I have been dealing with this incompetence and these illegal tactics since XXXX. I want my {$600.00} back in my account. I want this process over and done with. I also would like them to be held accountable for their blatant disregard for several federal and state laws. I would be more than happy to send over a detailed document of multiple laws they have broken that you all could fine them heavily for. If you need to contact me, please do so by phone between the hours of XXXX and XXXX EST or XXXX to XXXX EST. Thank you. 

XX/XX/XXXX - XXXX time sending dispute form and sending all attachments of proof that the agreed upon services were NOT rendered. 

XX/XX/XXXX - submitting appeal request XX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. 

XX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. 

XX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. 

XX/XX/XXXX - filling out same exam dispute form and sending again with all attachments of proof that services were agreed upon and then NOT rendered. 

I also called in several times in-betwen those emails to the disputes department. I can get the call logs if needed. They never called me. The only contact I received that they initiated was sending that same form over and over again.

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