Consumer complaint received 2020-10-21
Company: CITIBANK, N.A.
State: WI
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 had a charge to my CC, Citi- from a Business called XXXX - for {$3000.00} on XXXX. I had been in contact with the owner of the Business numerous times, both by text, as well as by telephone and email. His Name is XXXX XXXX. He was offering to build a Website, in order to become an XXXX Affiliate. I had several conversations with him, and he had even given me his personal cell phone, as well as his physical address. He had convinced me to become part of his team, and earn commissions. He had a support team working for him in Arizona. He had told me his support person, 'XXXX ' would be contacting me " to set everything up '', in a matter of a couple of days. I however, was never contacted by his support staff to be set up. I contacted him at his Company, and he seemed genuinely upset that his staff had not contacted me to set me up with all of the information I needed to get started. I was concerned, however, he seemed to be trustworthy, and he promised that one of his staff would be contacting me right away to set things up. So after waiting a few weeks, I contacted the Company again ; afterall I paid {$3000.00} for this and now was paying interest too. I hadn't heard a thing. I did reach Mr. XXXX XXXX, and he told me that, " his employees took him for a ride and embezzled money from him, and took all of his contacts and clients, and he apparently contacted the authorities, and contacted the Arizona Attorney General 's Office. He told me he would be working hard to get his feet back on the ground and would be paying everyone back that had paid for the services and didn't receive them. He had told me that he had a new staff person, and that she would be assisting him. He also told me that he would make sure my account was credited. I again checked with my CC company, and there was no credit issued. I then contacted my CC Company and started a dispute. I did this on XXXX. Dispute ID # XXXX. This is what Citi Card gave me. I explained what happened and the person I spoke with told me that " this would be alright, as things like this, ie, not receiving what you paid for, and similar cases, would be covered and refunded to the card holder. I continued to check and call as well as sent in further information that Citi Card requested of me. They had sent me an email on XXXX, that they had received everything they had requested. There was a time lag, while I was in XXXX, Minnesota, at the XXXX XXXX, having treatments, and tests, where, I wasn't able to get my mail. I live alone. However, when I did return, and went through my mail, I forwarded everything I had that was communication with this Company. I contacted Citi Card, several times, asking where my replacement money was ; and one of the times I spoke with a XXXX on XXXX, and she told me she would send an expedited request to the dispute department, to act on this case. I then spoke with a XXXX, from Citi Card on XXXX, and requested to be updated as I still hadn't received my money returned to me. This XXXX, told me there was nothing they were going to do. I had asked her about their Company Policy that is 'standard ' that covers a Consumer, from this type of situation, and she said she 'was n't aware of any Policy that Citi Card had like this! ' I was quite upset, and said I would be contacting someone about their failure to practice their standard of not being responsible for a service or product charged to a consumers account that they did not receive. I am contacting the CFPB, after doing some research on how to file a complaint regarding a Credit Card Company.

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