Consumer complaint received 2019-03-19
Company: CITIBANK, N.A.
State: PA
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/2019, I purchased the Wordpress theme ( computer software ) called XXXX   XXXX from XXXX XXXX for {$61.00}. It was presented as an error-free piece of software that was compatible with my system. 

- On XX/XX/2019, I began corresponding with the support provider for the software XXXX because it was not working, support ticket, # XXXX. 

- I corresponded with support and received messages from them regarding my issues on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. It was apparent that their software was not compatible with my system ( in one case, they requested I downgrade ), and that their software was far from error-free, as after two weeks I still had an unusable piece of software. In their final correspondence, XXXX said they could no longer help me and I should contact someone else. 

- I placed a refund request on XX/XX/XXXX with XXXX XXXX. My request for a refund was denied on XX/XX/XXXX, and after asking again, was denied again on XX/XX/XXXX. Under the merchant 's refund policy, I should be eligible based on the two points that the item was not as described ( said to be compatible and it was not ), and that the item does not work as it should ( it had errors throughout and was unusable ). 

- On XX/XX/XXXX, XXXX blocked my account on their website in retaliation for filing the dispute. I can no longer access the account, or correspond with them. 

- On XX/XX/XXXX ( received XX/XX/XXXX ), Citi sent me the response that XXXX sent to them, full of lies. XXXX claimed that I never contacted support ( in order to meet the one refund requirement of not working as it should, you are required to first talk to support, which I did ), and sent copies of their " glowing '' reviews to prove that the software was error-free ( their reviews are gamed, and bad reviews are deleted. I left a negative review stating my issues which was deleted ). Based on this information, Citi ruled the dispute in honor of the merchant, but said I could submit further evidence. 

- On XX/XX/XXXX I submitted further evidence to Citi showing the errors received, ads showing the software was compatible with my system when it was not, proof that I meet the refund requirements, which XXXX will not honor, proof that XXXX lied about me not contacting support, proof that a negative review I posted was deleted, and proof that many other people have had the same issues as me ( XXXX deleting bad reviews to deceive people into buying their faulty software, XXXX not honoring their return policy, etc ). 

- On XX/XX/XXXX ( received XX/XX/XXXX ) Citi informed me that the evidence I sent did not prove that what I received was different than what was advertised, and closed the dispute. 

- On XX/XX/XXXX I called Citi and spoke to their dispute supervisor requesting that the dispute be reopened, as the evidence I sent did prove that. The supervisor looked at the documentation and agreed, made notes, and said the dispute would be reviewed. 

- On XX/XX/XXXX ( received XX/XX/XXXX ), Citi responded to me that unless I provide proof that the merchant agreed to credit my account, they will not credit my account, and they consider the matter closed. This makes no sense at all, as the whole reason I filed the dispute was because I have something that is broken and unworking, and the merchant refused to honor their own refund policy.

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