Consumer complaint received 2020-02-25
Company: CITIBANK, N.A.
State: KS
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:
This is regarding the following disputes with Whole Foods : I have repeatedly requested my complete dispute history along with the merchants response on these disputes. The first request was put in writing to billing disputes e-mail department on XXXX. The second request was placed in writing to billing disputes on XXXX. To date, I have failed to receive any supporting documentation. I have also asked for supporting documentation through the CFPB twice on all my disputes and Citibank has failed to provide them to date. 
I have withdrawn all the disputes for the year from XXXX XXXX, and I am attempting to work out a resolution directly with them. Citibank is making it impossible for me to come to a resolution due to failing to provide supporting documentation as requested. I have had problems with this location for several years now. I have complained directly to the store in person, over the phone, and in writing,, I have filed a prior XXXX  report, I have called their regional office, and more recently I have discussed the problem with their district manager. 
On XXXX, I spoke to XXXX in billing disputes regarding these transactions. He stated Citibank had paid the merchant on several of these transactions : the one for {$9.00} dated XXXX ; the XXXX for {$7.00} dated XXXX ; the one for {$7.00} dated XXXX ; the one for {$7.00} dated XXXX ; the one for {$4.00} dated XXXX ; the one for {$7.00} dated XXXX ; and the one for {$8.00} dated XXXX. To date, Citibank has reversed the following charges : {$9.00}, {$7.00}, {$7.00}, {$4.00}, and {$7.00}. XXXX stated he couldnt provide details of what was disputed because he didnt have access to it. 
In addition to paying the merchant, Citibank issued me permanent credits with no documentation required. If the merchant disagreed with the dispute, they still paid the merchant, coded my dispute as misrepresented, charged the disputed amount off on their P & L sheets, and let the supposed misrepresented disputes pile up. Then, right before mailing my rewards check for the year ( nearly {$1000.00} ), they closed my account and kept the check. 
On XXXX, I spoke to XXXX in billing disputes around XXXX XXXX. She also stated she could not access specific information about the disputes. I told her about my multiple requests by e-mail, over the phone, and to the CFPB. She stated she would research the problem and would make sure all the appropriate paperwork was sent my US mail and also to my Notices and Letters section of my e-mail. She put me on hold, stated she finally found the requested information ( apparently only submitted recently ), and said I should get the paperwork shortly. Hands down, she has been the most helpful representative I have spoken to so far. 
Once this matter is settle with XXXX XXXX, I plan on sending Citibank all the supporting documentation on the refunded disputes and request that they properly code the disputes as not misrepresented. I am absolutely worn out by Citibanks ineptitude. 
I am sending screen shots of all the dispute withdraws. I am sending screen shots of all the e-mails written to billing disputes since the XX/XX/XXXX. I am also including an XXXX worksheet of the XXXX XXXX disputes. I am alse sending a PDF file of my transaction history rebill. I expect Citibank to start to do their jobs and to get me all the dispute documentation including the merchants response, including whether Citibank claims the dispute was mis-represented. 
XXXX, XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX

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