Consumer complaint received 2021-09-13
Company: CITIBANK, N.A.
State: GA
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 has been an ongoing dispute with Citi. It has almost been two years. Now when I call they tell me we have a no communication with you. That's how they deal with things at Citi. I didn't even bother asking for a higher up due to the fact I have played this song and dance with them for almost two years. I have spent over 50 hours on the phone with them. Nobody knows what to do and they just transfer me from department to department. I was told by 4 supervisors that my account was at XXXX and even after listening to the calls they now say yeah they were misinformed. Really, all 4 who had the same answer? That is what we have dealt with. I have asked for a real person and not an e-mail for the last year and a half. I get nothing just an e-mail saying I am wrong and as far as they were concerned they were done talking about it. Never once Have I talked to a real agent. This is a dispute that we had a balance transfer to a XXXX XXXX for my father. The transfer went through and everything was good. My Dad passed away before the first payment. XXXX tried to get payment from my fathers estate and once they found out they wouldn't get any money they disputed the charge with Citi claiming it was fraud. Never once did anybody from the fraud department at Citi contact me. You would think {$6300.00} would be a concern for fraud. Nope, not only did they send XXXX the {$6300.00} back they sent two checks. This made my account negative {$12000.00}. It took almost 6 months to clear that up. Then we spent 4 months because I had a negative balance for {$6300.00} with Citi and a positive of {$6300.00} with XXXX. Citi told me that once XXXX releases that money back to them my account with be at XXXX again. This is on top of the 4 other times they told me my account was supposed to be at XXXX but all of their supervisors were incorrect. Then in XXXX the check finally went through. At that time Citi closed out my account and when I called to check it said I had XXXX  balance. Then two months later I see my credit score going down. When I go into XXXX XXXX nothing shows so I thought they finally did the right thing. Of course typical Citi they didn't. They keep dinging my credit every month, have a communication block on me. Great company. All I want them to do is do what they said they were going to do for the last two years. Put my account back to XXXX. I was with them 12 years prior to this and never missed a payment. I can not believe this is still going on after two years. XXXX said since they got their money there is nothing more they can do. Citi should have never given them back that money without an investigation first. If they want to go after XXXX be my guest. I have told them I will not be paying this bill. If we need to pursue legal action then please let us know. Our attorney is on our file. We didn't pursue it last time cause they closed the account.

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