Consumer complaint received 2019-02-07
Company: CITIBANK, N.A.
State: OH
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:
Purchased a vacation package from supposed merchant XXXX in XX/XX/XXXX, merchant was refusing to render services. Canceled card within two business days of tranaction after investigating charge further including statement showing charge to unknown third party. XXXX also refused to book a vacation of several dates requested. During initial call to Citibank they refused to stop transactions. Attempted to reach citibank rep several times after initial call and was not properly notify me of closed dispute. I've made multiple attempts to resolve issue with merchant. Merchant reported they've not received funds after 45days of dispute being closed and still refusing to provide services. Finally gained access to dispute report in after 3hr phone call with Citi bank on XX/XX/XXXX after months of calling citi and multiple prior attempts of attempting to obtain documents. Dispute report was supposedly delivered XX/XX/XXXX to me and this never occured. I never received notice of documents uploaded to my account. Also, documents can not be viewed from mobile phone via citibank app or online via mobile. Can only be viewed on desktop and I never registered my desktop online account. Citibank also reports mailing documents I never recieved. Only document I received from Citi was a notice of late payment after dispute was closed, thus triggering sequence of events the past four months. The documents of dispute report show the merchant forged my signature on a contract I never agreed too. Also, multiple discrepancies where proven with time stamped emails and phone records I submitted to Citi that Sunwaves merchant claims in their report. The dispute report also has date from citibank screen shot showing inaccurate date of XX/XX/XXXX, a day after I actually obtain the report from Citi that was supposed deliever XX/XX/XXXX. Citibank is still refusing to take any accountability of error on their end and wont reopen the dispute for reasons that change every call. After submitting evidence of fraudulent activity to Citibank on XX/XX/XXXX, two business days after I finally obtained the report. Citibank informed me they would respond in 10 business days. Requested reponse in writing and it never occured via phone or mail. Called citi again and was told dispute was not allowed to be reopened per XXXX  protocol. Called XXXX  and XXXX representative told citibank they were negligent and wrong on a recorded call on XX/XX/XXXX. Visa representative filed incident report in XX/XX/XXXX due to citibank falsely claiming this is due to visa protocol. Citibank has continually given me false information every call and reports mailing letters and sending electronic documents that I never received. Citibank has consistently violated the consumer protection act as result of their own negligence and improper closing of dispute without my evidence to show illegal activity and services not rendered from merchant.

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 monetary relief