Consumer complaint received 2021-06-28
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:
XXXX XXXX paid XXXX with Citicard {$100.00} to book cruise Departing XXXX XX/XX/XXXX XX/XX/XXXX paid XXXX balance for cruise of {$9800.00} with Citicard XXXX XXXX paid XXXX {$290.00} with citicard for a shore excursion on cruise departing XXXX XX/XX/XXXX. 
XX/XX/XXXX covid hit Cruise cancelled, we received cruise credit for the amounts above. 
XX/XX/XXXX rebooked same cruise for XXXX XX/XX/XXXX, booking held with cruise credits. Same cruise but cost was higher. A balance was due XX/XX/XXXX. 
XXXX, XXXX Cruise was cancelled because of covid. CDC was not allowing cruises. 
XXXX, XXXX requested refund from XXXX for the {$100.00}, {$9800.00} and {$290.00}. They refused but re-instated the amount in cruise credits. 
XX/XX/XXXX I started three disputes with citicard to get refunded for the cancelled cruises one each for the {$100.00}, {$9800.00}, and The {$290.00}. 
XX/XX/XXXX CITI sent letter requesting more information on the disputes. Since we decided to use the cruise credits to book a future cruise, I tried to withdraw the disputes with the online system. The system let me withdraw the {$100.00} dispute but would not let me withdraw the other 2 ( {$9800.00} and {$290.00} ). 
XX/XX/XXXX We booked another cruise, this time to Alaska. Booked XX/XX/XXXX with the cruise credits for departure XXXX XXXX. 
XX/XX/XXXX I communicated with CITI via chat to get the other two disputes ( {$9800.00} and {$290.00} ) withdrawn. XXXX was the representative. Couldnt help me so I was supposedly passed to disputes. The chat ended with me not being connected to anyone. 

XX/XX/XXXX Received a letter stating that more information was requested on XX/XX/XXXX for the 2 disputes ( $ XXXXand {$290.00} ) that I thought were withdrawn. The letter stated that since Citi had not heard from me the disputes were closed. 

XXXX XXXX XXXX notified us that the XXXX sailing we had booked was cancelled and since we had been thru 2 or more cancelled reservations we could request a refund. Which I have done. I received the refunded amount on XX/XX/XXXX for the total {>= $1,000,000}. 
XX/XX/XXXX I contacted CITI via chat to ensure the disputes were all coded as withdrawn as requested in the XXXX chat. I connected with XXXX who couldnt help so she passed me to XXXX. Agent XXXX assured me that she could and had coded the disputes as withdrawn. Although they still do not show as withdrawn with the XX/XX/XXXX date. 
XXXXThe CITI billing comes and much to our surprise has {$9800.00} and {$290.00} charges to XXXX on the billing. This is clearly a CITI billing error since those charges were billed and paid in XXXX and XXXX. 
XXXXstarted chat to get erroneous billing resolved and was told we had to call. Wife and I called the number provided and after long discussions were told the dispute team would get resolved in 7 business days or less. 
XX/XX/XXXX The erroneous charges are still showing on my account 10 days after the call to get it removed and a new bill issued. 
XX/XX/XXXX started chat got XXXX. After lengthy chat he understood the issue but didnt have access to records far enough back to see what I was telling him my records show ( this included our statement from XX/XX/XXXX that contained the {$9800.00} charge and the email showing I paid the balance of that statement ). XXXX had to escalate since he could not get the information to handle the issue. 
He also informed me that he didnt see any escalation from the XX/XX/XXXX call on this issue. So apparently those/that agent just blew it off. Citi should review that call and TRAIN the person that didnt do their job. 
Agent XXXX assured me that I would be contacted ( I requested email ) and resolution in 3-5 business days. At that point I requested that the record show that Ive been trying to get the dispute withdrawn and all that has happened is me getting Billed 2x for the cruise we didnt take. 

XX/XX/XXXX called dispute center. Talked to XXXX, He could see that no conditional credits were received for the dispute and stated he would send to investigator and it would be resolved. But if I had to call again, tell the agent I talked with to look at 2 years of charges and see that no conditional charges were credited. He also said we should pay the {$9800.00} and {$290.00} that had been billed erroneously if possible and we would receive a credit again within 5 business days. We paid the bill. 
XX/XX/XXXX XXXX refunded the amount we originally paid for the cruises that were cancelled, but the two erroneous charges from XX/XX/XXXX were still not resolved. 
XXXX XXXXnot resolved still no credit, Called again. Dont have the name but Citi has the records. She said she could see the notes about no conditional credit and the 2x billing and would follow-up and make certain the investigator resolved the issue within 5 business days. 
XX/XX/XXXX not resolved still no credit. Called again and got XXXX. He could see the notes that we had erroneously been billed again and said we will receive credits by XX/XX/XXXX. 
XX/XX/XXXX not resolved still no credit for the erroneous charge of {$290.00} and {$9800.00}. So seems that the training the people I have talked and chatted with have is to kick the can on down the road rather than resolve the issue. Since my efforts to call and chat with citi agents only to get no results, thought maybe opening a dispute against Citi will get the right people involved to resolve the issue and return the {$290.00} and {$9800.00} as credit to my account. Do not mistake the refund from XXXX for these amounts as resolution that is a refund for the three cruises we paid for that all got cancelled. 

XX/XX/XXXX not resolved still no credit for the erroneous charge of {$290.00} and {$9800.00}. So seems that the training the people I have talked and chatted with have is to kick the can on down the road rather than resolve the issue. 
XX/XX/XXXX call dispute center again talked with XXXX. She informed me that a supervisor has approved the credits and assured me the credits will be applied for both the {$290.00} and {$9800.00} amounts by the XX/XX/XXXX billing cycle end. I requested the credits be applied today or tomorrow since they were approved and then I could see them online. She could not make that commitment. After so many false promises how can I believe this will happen? 
XX/XX/XXXX emailed executive response unit with above information requesting resolution got the following Citi Reference Number : XXXX Hello XXXX, Thank you for contacting Citibank. Your concerns are a priority for us, and we appreciate your patience as we investigate the inquiry. 

We work to resolve cases as quickly as possible and aspire to resolve all of our cases within a maximum 15 calendar days. If your case is time sensitive, please note that we try to take that into account to make sure you get the help you need as quickly as possible. We will contact you shortly if we require any additional information. 
In the meantime, should you have any questions or wish to provide further information regarding this matter, please feel free to call us at XXXX. XXXX Our business hours are Monday Friday, XXXX XXXX XXXXXXXX XXXX, CT, with the exception of holidays. You may also reply to this email to arrange a specific time for a call. 

So I called and got XXXX requested a posting in next 2 days that I can see online. She basically said it was being worked and someone would call me within 24 to 48 hours. Surprise, surprise that call never came!! 

Sent second email as follows Thanks for the reply. This issue has been being worked with 2 chats, one email and 7 phone calls for over 30 days ( more than double your 15 calendar day maximum ) and I can't tell that I am any closer to getting my {$290.00} and {$980000.00} credit I've been promised since XX/XX/XXXX I would like someone that has some authority to call me tomorrow XX/XX/XXXX preferably XXXX central time at XXXX XXXXNo call, no email and no resolution since corresponding with the executive response unit on XX/XX/XXXX. 

I have been a loyal customer, always paid my bill in full, never late, as well as the {$290.00} and {$9800.00} I do not owe only to be told by Citi employees that they can see the error on their part with a promise for correction that never happens. Since I have been told so many times it will be corrected within 5-7 days, I have no confidence that the XX/XX/XXXX closing will have the credits. My request is simple, post the credits due now so I can see them before the next billing cycle. 

I sincerely hope you can help bring this significant error to the proper citi management so that a resolution can finally be achieved. 
XXXX XXXX Citi double cash card ending in XXXX

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 non-monetary relief