Consumer complaint received 2018-01-28
Company: CITIBANK, N.A.
State: MA
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:
The complaint that I am putting is very frustrating, time consuming and I have been treated like I am a worthless person throughout this nightmare. I just want to get that out there before I start. So with that said in XXXX of XXXX I contacted Citi bank which I have a MasterCard with and I have used ride service XXXX several times because I have an XXXX XXXX  and unable to get a license but still need to go to places for work or personal and I even was in XXXX XXXX because one of my first times using the service I got into a car accident which was the entire fault of the driver. Also just about every ride I have had a driver that's been on drugs I know because I could smell it. driving unsafe such as for example stopping in middle of highway to turn wrong way to take the previous exit since they missed it and I told them not to but they don't care they also have their own friends in the car which is an uncomfortable feeling and was scared and not to mention they would take longer routes meaning I got charged more and I was late for several events which I had to pay for. Those are some examples I have plenty more but I think these where I am coming from. So on XXXX XXXX I explained this too a representative of Citi bank after contacting the merchant and had no resolution. The bank representative said those charges would be refunded back to me and not to worry. Then I had given it a couple months and no money back and unfortunately I got XXXX   in the hospital and then was taking care of my XXXX and XXXX XXXX XXXX nieces then had a promotion farther from my house but took it and got a XXXX XXXX which I need XXXX for now. So after all these life changing moments I called Citi bank once again in XXXX and asked for the CEO I explained the situation and then spoke with a woman named XXXX who said she would call me back the next day but I received no call for two I had to leave two voicemails and four days after I received a phone call at the time that I told her was too late for me and later next day when I called it just went to her voice mail then on Saturday XX/XX/XXXX XXXX called me back and said she will work on this and call me the latest on Tuesday the XXXX which was a while away but assured me she would contact the merchant and get me the money back and I should not have this happen to me and should have been resolved last year. So on Tuesday the XXXX she calls me and says that she can't help me I ask why and she says that she saw the policy and could not confirm that they do or do not have a refund policy. I asked if she called the merchant she said no and will not I explained she had over a week and a half to work on this and did not do her job. She said she'll contact them and within 2 mins called me but it went to voicemail and since then has not called back. I know that she did not get my refunds and/or contact them and lied to me. I want my money back which I am owed and have been promised twice. I want the CEO not a secretary to contact me and my money back ASAP I am done waiting. Please get back to me ASAP. Thank you

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