Consumer complaint received 2019-03-19
Company: CITIBANK, N.A.
State: FL
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 purchased a policy on my car for service in the amount of {$1300.00} for the duration of XXXX miles with Citi thank you preferred credit card. The merchant later did not honor their end of the deal therefore I disputed the charges in XX/XX/XXXX but Citi didn't resolve it claiming that they needed more info which I have no knowledge of and as I offered it for submission, she refused it on the basis she won't open it after 30 days dispute. Again in XX/XX/XXXX I disputed the same company for new issue due to not paying for their service as they promised. Citi for the second time unethically and unprofessionally lied about their dispute when I was told to submit my request in writing as well a copy of the bank statement with the {$1300.00} charges in XX/XX/XXXX, fully knowing that they will not even open dispute but they even went further to the extend of their lies to send me the copy of the bank statement so that I can included in the dispute, fully aware, it will be no dispute for this.It took almost 8 customer service and almost 3 month just to reach out to dispute department after submitting all info on line in a disputed email as requested.Today I checked the statues when I was told again that they can't do it and here is a {$100.00} courtesy ; while transferring me to Citi card extended warranty as they assured me is a better help for me on this matter who in return told me that my issue is a dispute one and again transferred me back to dispute department.The representative then told me that they have refunded me the {$1300.00} permanently and when I asked her but I am not seeing that on my statement because I was on line at the time looking at my bank statement, she assured me that was done the previous day XX/XX/XXXX and will show up on the statement in 24 hours ... ... ..liars flat out lies.Then I requested to speak with a dispute 's manger in which she transferred me to overseas customer service. Up to that point I was super mad with all the games and the run around with their full mouth lies fully knowing they have not even opened a case for dispute. Finally I was again transferred to a manger in USA who let me know that they can't have a dispute and there is no refund on my statement neither Citi extended warranty deal with that .... The whole time I wasted my energy and time while they are fully aware and kept on insulting me with their lies over and over giving me the run around that was no dispute ... ... .I am more complaining about the ethnicity of their conduct which misleads their customer like me and the untrustworthiness of their big fat lies, my financial loss and my emotional stress to deal with all this insults with poor professionalism ... it is chocking to see this coming out of a big company like Citi Bank 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