Consumer complaint received 2020-01-31
Company: CITIBANK, N.A.
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/XXXX, our Costco rewards card through Citibank was declined. We have a {$33000.00} credit line, carry about an $ 8k balance each month, and pay nearly {$3000.00} to $ XXXX monthly on the card. It has always been paid as agreed. We charged about $ 46k last year alone, because we use the card for everything in order to obtain the rewards check. 

I logged on to the account to find Citibank had closed the card. I called them and spoke to a customer service rep. He stated he didn't show the card as closed, to refresh my browser, to clear my cookies, and to log back on. It still showed the account closed. Then he stated he had read it incorrectly, Citibank had closed the account, and he could not relay the reason why. He stated we would receive a letter within two weeks. 

On XX/XX/XXXX, I received a letter from Citibank stating the account was closed for misrepresenting disputes. It was closed on the same day as a problem with XXXX. I had sent merchandise back, applied for it to be credit to my credit card, but by mistake they issued a gift card. Because I had a previous problem with XXXX delivery service and had filed a XXXX report, they had issued a partial XXXX refund and I assumed the credit I was showing on my account was above and beyond for the hassle. Even in the order history, if I hovered over wheres my refund, it clearly states the refund would be applied to my bank account or credit card. At no time did Citibank ask for supporting documentation from me, which I clearly would have sent upon request because I have their e-mail address at XXXX. I have sent documentation there when requested in the past. I went ahead and sent all the documentation proactively along with an XXXX dispute over expedited shipping that wasnt received within the 1-3 day period. Those were the only two charges I could guess would have problems. In the past, unless Citibank reversed charges because a merchant had finally issued a credit ( or in one case with XXXX it was reversed because we overlooked mailing the package back ), all other disputed charges were always resolved in my favor. Here is how Citibanks dispute process has worked : I dispute the item. Then, Citibank issues me a notice stating they are issuing me a credit. About a week later, Citibank issues a conditional credit on the account. Then I wait about 60-90 days to determine if they need additional supporting documentation from me or if they have resolved it in my favor. This should all be trackable through my account history and e-mail history that Citibank generates. They should be sending out verification to merchants. If the merchant disagrees, then Citibank should ask for additional supporting documentation. If they dont ask me for the information, I assume the merchant has agreed with my dispute or never got around to responding to Citibank which is highly doubtful. No merchant is going to give up money without their side of the story. 

So, after receiving the letter, I called Citibank to complain. I asked to speak to a supervisor. Customer service stated they would transfer me to one in disputes. The person transferred me to XXXX. XXXX researched my history, placed me on hold, and stated she spoke to a supervisor. She stated the supervisor stated the account would be reopened if I could supply supporting documentation for the disputes in question. I told her I would supply documentation as requested but would keep the account closed due to how my account had been handled ( I request they close it at the customers request instead of showing it closed by them ). I also inquired about my cash rewards check of nearly {$1000.00}. I had read online Citibank was keeping checks if accounts were closed, which made no sense to me because it is not listed in the cardholder agreement. I ordered one through their website and will provide it for your records. She stated the check had been redeemed at the beginning of XX/XX/XXXX. I stated that made no sense because I received an e-mail stating the check would be issued during the next billing period of XX/XX/XXXX. When I continued to press, I heard a dial tone. She had hung up on me. This should be verifiable through Citibanks phone records and recording of phone calls. I filed complaints with the CFPB and the Washington attorneys general office to alert Costco to the problem. The Washington AG stated they would forward my complaint to your office but that I should also file my own complaint in case my complaint wasnt logged. 

Today, I spoke to an XXXX at Citibank through their executive support team. She stated I have a long history of misrepresenting disputes which isnt accurate and they should have been proactively getting my side of the story and asking for supporting documentation from me when problems were arising. She listed several examples : four charges from XXXX, a charge from XXXX XXXX in XXXX, and and charge from XXXX. She claimed these merchants stated I never approached them for refunds of complained about products or services. This isnt true. I have even gone as far to e-mail complaints to all of these merchants in the past and currently have e-mails in to them as well to find out exactly what is going on. Again, all of these were permanent credits by Citibank and resolved in my favor. They should have asked for supporting documentation if they thought the dispute was not legitimate. 

Instead, I was told by XXXX that because of the amounts disputed, Citibank just automatically charges them off. I was taken back. If they had a legitimate concern about the disputes in question, they should have reached out to me my US mail, by phone, or by e-mail. I have always been under the impression they are investigating my disputes due to conditional credits applied to the account that are eventually converted to permanent. 

During the conversation, XXXX stated they would not be issuing the rewards check because the cardholder agreement states they can keep it. I am including a copy of the cardholder agreement I was sent by US mail and also through their computer generated request for the agreement. She stated they would not be reopening the account despite what I was told on Monday, which I could care less, but it needs to be closed under my name. 

In the meantime, I have withdrawn the XXXX, XXXX, and XXXX disputes because I plan on taking those up with the merchant, despite being issued permanent records per the conversation with XXXX I have in e-mails to them and I am waiting on replies. Depending on the replies, I will file additional reports as needed. I am furious they would make this type of accusation. I have also proactively been contacting merchants on disputes I have submitted over the last 90 days to determine issues. I have withdrawn a couple of other disputes because the merchant acknowledged the problem and issued gift cards for the problem. I have followed up with Citibanks billing disputes department with the e-mail correspondence explaining why the dispute has been withdrawn despite the permanent credits, also stating they should be asking for supporting documentation at the time of question rather than letting them pile up. I personally keep documentation until I receive a message that the dispute is resolved. It is ridiculous to throw this on the customer after the fact due because they are inept or too lazy at gathering documentation during the dispute process. 

As of XX/XX/XXXX, I have paid off $ XXXX of the balance with a transfer. Another {$1700.00} will be paid on XX/XX/XXXX. This will leave a balance of about {$700.00} to be paid off in the next two weeks.

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