Consumer complaint received 2020-02-23
Company: CITIBANK, N.A.
State: KS
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 is regarding dispute number XXXX. 

Because of the way Citibank billing disputes has handled my account, I need to verify through their executive office that this charge was resolved in my favor and the merchant was not paid for this transaction. I e-mailed additional information to billing disputes on XX/XX/XXXX despite Citibank issuing me a permanent credit with no additional documentation required.

The original amount of the bill was {$46.00}, the disputed amount was {$17.00}. The charge was made on XX/XX/XXXX, it was disputed on XX/XX/XXXX, and it was resolved in my favor on XX/XX/XXXX as a permanent credit with no other documentation required. Despite Citibank not requiring documentation, I am providing additional information for your records. 

On XX/XX/XXXX, I called the merchant. I spoke to XXXX, the manager that originally agreed to credit the bill. XXXX remembered the complaint. He apologized for failing to issue the bill credit and stated they were extremely busy training new employees during that time period, mistakes were being made in the kitchen, and he and the server should have made sure the refund was issued. I also discussed a prior dispute with similar outcomes dated back in XX/XX/XXXX and again addressed with him the problems we have had habitually at this location over and above these disputes. I further submitted a complaint on their corporate website over the weekend prior to talking to him, although the location had not been alerted to the complaint yet. I told him no additional compensation was needed above and beyond the disputed amount, so they are not sending me a gift card to compensate for the problems. 

So, Citibank should not have paid the merchant on this dispute. 

Another problem with this dispute is what is listed on the dispute summary. It states the purchase was made on XX/XX/XXXX. I accidentally typed in XX/XX/XXXX when I e-mailed billing disputes when I should have typed in XX/XX/XXXX. The purchase was made on XX/XX/XXXX. The reason why I made the error is because I based my dates off of the dispute summary. So, at some point, someone in billing disputes made a date entry error, because again, the date of purchase is incorrect through the billing dispute 's department. I am including a screen print of my dispute summary, a screen print of the transaction history showing the original date of purchase, as well as the date the conditional credit for dispute was issued. 

My statement reflects the conditional credit for the dispute was posted on XX/XX/XXXX. This is prior to the purchase date as clearly listed on the statement. On the following statement dated XX/XX/XXXX, it shows the conditional credit for dispute was resolved on XX/XX/XXXX. Prior to now, I have not been actively reading my statements. I have just gone off of the transaction history and the interest billed on my transaction history, calculating the interest in my head. 

I am including this following files in this document : the dispute summary, a copy of the e-mail to billing disputes, my transaction history showing the date of purchase and the conditional credit, and my billing statements.

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