Consumer complaint received 2023-04-07
Company: CITIBANK, N.A.
State: CO
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:
On XX/XX/XXXX, I used my Citi credit card to pay XXXX XXXX {$500.00} to join their XXXX XXXX program. The owner of XXXX XXXX and I signed an agreement that outlined the following terms regarding cancellations and refunds : If XXXX XXXX is dissatisfied with the program for any reason whatsoever within thirty days of signing this agreement, XXXX XXXX will provide a full refund and The length of this partnership agreement is considered continuous until either party cancels by writing. I ended up being very disappointed in the resume, cover letter, and portfolio this business created for me, as the application materials I received were full of errors including spelling, formatting, and links to work that wasnt mine. After being thoroughly dissatisfied with the provided materials even after I asked for the mistakes to be revised, I submitted my cancellation and refund request via email to my assigned contact within the company on XX/XX/XXXX. I also filed a dispute with Citi later the same day after receiving no response from the merchant. Citi contacted the merchant on XX/XX/XXXX, and I sent in my proof of the merchants refund policy to XXXX billing dispute team on XX/XX/XXXX. Citi then issued me a credit of {$500.00}. On XX/XX/XXXX, Citi notified me via letter they had closed their investigation and reversed their credit. They also included the merchants response ( Document 2 ), which is simply the receipt for the service, the confirmation email from when I signed up, their payment options, and a signature from the owner and I. Their letter also stated If after reviewing the merchant 's documentation you still wish to dispute this charge, please provide a signed letter that specifically addresses the merchant 's response along with the complete details of your dispute. Include proof of the terms and conditions you agreed to and proof to show that you cancelled as per those terms and conditions. I sent in those details once again on XXXX. My Citi app shows they received this documentation on XXXX, which is the deadline they specified I needed to send in my correspondence by. On XXXX, I received Document 3 from Citi, a letter that states they were unable to resolve the dispute in my favor because they didnt receive a chargeback approval from the merchant. On XX/XX/XXXX, I called and spoke with a representative on Citis dispute team and explained that I sent in all necessary documentation regarding the refund and cancellation policy, so it didnt make sense to me that they didnt resolve the dispute in my favor simply because the merchant was unresponsive. I also requested they reissue the {$500.00} credit. I was told I would receive a response within 10 business days. However, I didnt receive a response until XXXX. This letter stated they didnt receive my correspondence until after their requested response date. Today, XXXX, I called to speak with someone on their team to confirm they received the documentation on XXXX. She confirmed this to be true, submitted a complaint, and said I should hear from someone in 10 business days on whether on not they will reopen the dispute. When I requested that they reissue the credit today, the supervisor I spoke to wasnt able to 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 monetary relief