Consumer complaint received 2020-07-19
Company: CITIBANK, N.A.
State: FL
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:
I received an email response from Citi for this compliant. However the information is incorrect and they did not complete their part as stated. On XX/XX/2020 I sent an email to Citi 's Billing dispute department. That email ( attached ) contained ALL the documents needed to complete the dispute. The Citi representative that I spoke to also told me there was nothing else that I needed to send because I had provided them with all the documents initially. I have also attached the response to Citi bank from XXXX which did not say that they ( XXXX ) declined to refund the money. The response asked for Citi to confirm that I was still continuing my dispute and to provide the documentation that I had provided to Citi Bank. It appears that Citi has not sent anything back to XXXX for them to continue with their investigation. I am not understanding how I could have provided the documents and now I am being told that it was not provided on time ( XX/XX/2020 ) and that now I need to go back to XXXX who is still waiting on Citi to respond to them. This is CRAZY. Now I am being told again by both companies to go back to the other for resolution. Why am I being placed back in the middle of this all over again. I just want my money back ... All {$750.00} of it. I did not get the service of the villa, why am I being held responsible for it. 




Previous Complaint : On XX/XX/XXXX I made a payment for a XXXX in XXXX. The payment was made through XXXX using my Citi Bank card in the Amount of {$750.00}. My trip was for XX/XX/2020. Due to Covid-19 my trip was cancelled. I communicated with the company that I rented the XXXX  from and they were well aware of the cancellation before the 30 day cancellation window and agreed to refund my payment. On XX/XX/XXXX the company attempted to refund my money through XXXX. On XX/XX/XXXX I got a notification that the refund did not go through. I reached out to my Credit card company Citi Bank and let them know what happened and provided all the documentation showing the payment and attempted refund ect ... They issued a temporary credit and waited for XXXX to respond. XXXX responded to them with the transaction information and they took the credit back from me. I called and asked what was going on the rep told me not to worry because I would get my money back because I clearly did not get the service I paid for. I told her I had sent all my documents in. She told me I was supposed to return a letter signed and they would continue with my dispute. I later received a letter from Citi saying that my needed to reach out to XXXX because there is nothing they can do. I have since reached out to paypal who has sent be back to Citi to have them handle the claim and reach back out to them. I contacted Citi told them XXXX told me to come back to them. I asked them to reopen my claim and I resent all the documents that I had initially submitted back in XXXX. They then sent me a letter saying that the timeframe has lapsed an I need to contact XXXX. I have since reached out to XXXX who has now sent me back to Citi to have them help me because they are waiting on Citi to contact them with their decision that they XXXX will honor. I am tired of going back and forth with these two companies. I need my {$750.00} back. I have done everything I was supposed to do and I am still being passed back and forth. Please help!!

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