Consumer complaint received 2020-05-10
Company: CITIBANK, N.A.
State: TX
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:
I want to raise a complaint against Citibank ( Citi ) regarding a merchant dispute I filed against XXXX ( the Merchant ) in the amount of {$4100.00} on XX/XX/2020 for a vacation that was cancelled on XX/XX/2020. 

On XX/XX/2020 ( twenty-three days after filing the dispute with Citi ), Citi finally updated me via email with news that Citi : 1 ) had heard back from the Merchant, 2 ) would review the information the Merchant provided, and 3 ) would get back to me within ten business days. 

Ten business days passed with ZERO updates from Citi about my dispute. On XX/XX/2020, I called Citi and spoke to a representative who could offer no explanation as to why I had not been updated or why Citi so severely mismanaged my expectations about my dispute over the hefty {$4100.00} sum. The representative simply said she would send an email to the investigator, reminding the investigator to give me the update I never received, and added the turnaround process would take an additional seven to ten business days! As a result, you can imagine my enormous level of frustration and feelings of being lied to by Citi. 

Meanwhile, many others who have experienced the same issue with the Merchant, but used XXXX to book their travel, have already received permanent credits for their disputed amounts. You can read their stories, along with many others who have gotten nowhere about this issue with Citi, within the XXXX group SCAMMED by book it. 

Lastly, I will mention that I have not been asked for any documentation by Citi that will support my claim, though I have plenty. Does anyone at Citi even care? Below are items that support my case, which I will also upload with my complaint. 

1. The Merchants terms and conditions. 
2. A screenshot with today 's date ( XX/XX/2020 ) of the Merchants website showing no refund has been paid. 
3. A screenshot of the Merchants homepage saying they are unable to process refunds and for people to contact their banks for available options as cardholders. 
4. A consumer complaint form with the Texas Attorney General and documentation of filing a complaint with the Florida Attorney General. 
5. Complaint filed with the XXXX XXXX XXXX Police department about the Merchant. 

Do you know what it says on Citis homepage? We are here to help. I do not feel like Citi has helped me at all regarding this dispute. 

More specifically, at https : //citi.com/citi/about/data/citi_commitment_summary.pdf? ieNocache=624, under Citis Commitment, it says , During  these uncertain times, Citi remains well-positioned from a capital and liquidity perspective. We have a strong balance sheet and will continue to actively support our clients and customers through this challenging period.

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 non-monetary relief